About Us:

At BluSmart we are building India’s largest all Electric ride hailing service and EV Charging network. Blu Smart is the first of its kind 100% electric mobility platform that partners with the world's leading electric vehicle manufacturers, mobility technologies and unlocks the era of smart urban electric mobility for consumers. Having raised $50 m in Series A, we are all geared up for the next stage of growth! BluSmart has also been recognized as one of top 25 Indian startups to work at by LinkedIn. Together, we can accelerate the adoption of affordable shared electric mobility and improve the safety and quality of life in our cities.

Responsible for handling experience cutting across the life cycle stage. The role is critical and accountable to effectively resolve all issues raised by drivers pre, in-transit or post transit . It involves team management , operational effectiveness, projects which have an impact on revenue and reduction of cost.

Responsibilities:

• Responsible for delivering short and long term business objectives
• Accountable for business metric
• SOPs are built, defined and signed off.
• Funnel level reporting ( Establish metrics, collect and analyze issues , trends and outcomes)
• Ensure qualitative and quantitative analysis based on data which leads to experience
• Engage in programs and initiatives ( Resulting in process improvement, tech solve)
• Collaborate with other departments to design processes to support business.
• Engage and capture voice for improvements
• Manage relationships and alignment of activities with key stakeholders
• Engage and create and atmosphere of spiral growth to the team

Experience :

• Minimum 8+ years in any Customer Service industry .
• Should have handled Inbound / Email support / L2 support ( supporting experience or service recovery ) - mandatory.
• Should have handled a team under him of 10 -15 employees, good people management skill and should be good in excel with strong skills in data management.
• Good at framework creation
• Ability to handle complex escalations .
• Should have knowledge on SOP building.

Qualification - Minimum graduate in any discipline

Communication - Excellence communication skills ( both written and verbal).Good at stakeholder management. Vendor management / vendor coordination required.

Language Required ( Read, Write , Speak ) - English and Hindi - Mandatory )

5 Working days The candidate should be available on Sat/ Sundays ( handling operations)

Ability to handle multiple tasks

Ability to create SOPs/ Flow charts

Excel skill - Has to be good ( v-look up , pivots , validation drill down , formulas , Google form etc) Knowledge of training / Audits

Compensation As per industry standard