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At Zypp, we are on a mission to make India achieve zero emission in mobility by 2030, join our TRIBE to be a part of Mission Zero Emission.
About The Role
As the Customer Experience Lead, you will be at the forefront of our commitment to delivering exceptional experiences for our riders. This role requires a proactive and customer-centric leader to manage a team dedicated to solving rider issues efficiently, improving our rider Net Promoter Score (NPS), and driving a high level of satisfaction across all touchpoints. You will be responsible for designing and implementing key service processes and technical functions that have a direct impact on the rider experience.
Key Responsibilities
- Rider Experience & Team Leadership
- Lead the Rider Experience Operations team to ensure quick, effective resolutions to rider inquiries and issues.
- Champion a high-quality, empathetic rider support experience, setting clear performance goals and benchmarks for the team.
- Manage and mentor team members, fostering a culture of accountability and continuous improvement.
- Strategic Projects & NPS Improvement
- Lead projects and initiatives that directly impact rider satisfaction and enhance the rider NPS.
- Collaborate cross-functionally to design, execute, and monitor projects aimed at improving rider experiences, such as enhanced communication channels and proactive support efforts.
- Track and analyze rider feedback data, using insights to shape strategic priorities and inform project roadmaps.
- Critical Services & Technical Functions
- Oversee critical rider-facing services, including Walk-in Repair, Quick Response Team, and Vehicle Service Camps.
- Ensure smooth operation and continuous improvement of these services, guaranteeing their effectiveness in supporting and enhancing the rider experience.
- Monitor the performance of these functions and drive initiatives to improve efficiency, effectiveness, and rider satisfaction.
- Feedback Integration & Process Development
- Gather and analyze rider feedback from various sources (surveys, direct feedback, etc.), ensuring insights are central to process improvements and strategy.
- Develop and implement processes and initiatives based on rider feedback to address and solve recurring issues, elevating the overall rider experience.
- Technology & Product Orientation
- Leverage a product-oriented mindset to solve rider experience challenges at scale through technology solutions.
- Partner with Product and Engineering teams to identify, design, and implement tech-driven solutions that address high-impact issues for riders.
- Drive continuous improvement by adopting innovative solutions that make the rider experience more seamless, efficient, and satisfying.
Key Qualifications
- Experience: Proven experience of at least 7+ in customer experience, operations, or similar roles with a focus on team leadership and process optimization.
- Project Management: Strong project management skills, with the ability to handle multiple projects, set priorities, and drive projects to completion.
- Analytical Skills: Proficient in data analysis and familiar with customer feedback systems; ability to translate insights into actionable plans.
- Product Mindset: Demonstrated experience with product-oriented problem-solving and technology-driven process improvements.
- Communication Skills: Strong verbal and written communication skills; able to articulate ideas clearly and foster collaboration across teams.
Want to Learn More About Us
Dive Deeper into Zypp: Discover how we're leading the charge towards a zero-emission future and why we're one of LinkedIn's top startups!
Company Website - Explore our mission, vision, and innovative projects driving the future of sustainable mobility.
LinkedIn - Stay updated with our latest news, milestones, and join our professional community.
Glassdoor - Read reviews and get insights from our team members about what it's like to work at Zypp.
