The Role
Serve as the first point of contact for clients, handling inquiries, resolving issues, and coordinating with internal teams. Manage structured client onboarding, maintain turnaround times and SLA compliance, improve CSAT and NPS, document interactions in CRM systems, and escalate complex issues through resolution. The role requires strong communication, customer focus, multitasking, problem-solving, and comfort with CRM, ticketing, and productivity tools.
Summary Generated by Built In
Role Name: Operations Executive
Job Types: Full-time
Location: Vashi, Navi Mumbai (On-Site)
About Grexa AI
Grexa AI is a venture-backed startup on a mission to build the world’s first Marketing AI Platform for small businesses - a fully autonomous system that drives Real Revenue by automating and optimizing digital marketing.
Founded by 4 seasoned IIT alumni and former Testbook Founders / CXOs (scaled to $30Mn ARR business with 1,000+ employees, successfully acquired by a leading edtech company), the team brings deep product expertise, execution speed, and a track record of building at scale.
We’re funded, building fast, and assembling a high-performing team to disrupt the global digital marketing space from India. If you’re excited to solve real problems and build transformative AI products - this is your calling.
About the Role
We are looking for a motivated and client-focused Operations Executive to join our growing team. In this role, you will be the first point of contact for our clients, helping them navigate our product, resolving their queries efficiently, and ensuring a seamless onboarding experience. You will work closely with cross-functional teams to deliver exceptional service and build lasting client relationships.
Key Responsibilities
- Handle inbound client enquiries promptly and professionally across all communication channels.
- Optimise and resolve client queries by collaborating with internal stakeholders and cross-functional teams to ensure timely and accurate resolutions.
- Ensure clients experience a smooth and structured onboarding process from day one.
- Maintain and adhere to defined onboarding turnaround times (TAT), ensuring SLA compliance at all times.
- Drive strong client satisfaction scores (CSAT) and Net Promoter Scores (NPS) through quality interactions and proactive follow-ups.
- Document client interactions and maintain accurate records in the CRM system.
- Escalate complex issues to senior team members when necessary and follow through to resolution.
What We're Looking For
- Excellent written and verbal communication skills in English; additional regional language proficiency is a plus.
- Strong interpersonal skills with a client-first mindset and a genuine desire to help.
- Ability to multitask, prioritise, and manage time effectively in a fast-paced environment.
- Comfortable working with CRM tools, ticketing systems, and productivity software.
- A problem-solving attitude with attention to detail and a willingness to learn.
Qualifications
- Any graduate (B.Tech, BSc (IT or CS), or equivalent).
- 1–2 years of experience in client support, customer service, or a client-facing role is preferred but not mandatory.
- Must be based in Mumbai or Navi Mumbai, or willing to relocate immediately.
What You'll Get
- Structured onboarding and training
- Career growth opportunities
- Collaborative team culture
Skills Required
- Excellent written and verbal communication skills in English
- Strong interpersonal skills and a client-first mindset
- Ability to multitask, prioritize, and manage time effectively
- Comfort working with CRM tools, ticketing systems, and productivity software
- Problem-solving ability, attention to detail, and willingness to learn
- Any graduate degree, such as B.Tech, BSc in IT or CS, or equivalent
- 1-2 years of experience in client support, customer service, or a client-facing role
- Must be based in Mumbai or Navi Mumbai, or willing to relocate immediately
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The Company
What We Do
Grexa AI is a technology-driven company building an autonomous marketing AI platform for small businesses. Its platform automates local SEO, social media, online advertising, website-related activities, and other marketing workflows, helping business owners grow through smart automation and data-driven solutions. Grexa positions its offering as a consistent, reliable, measurable alternative to agency-managed marketing, delivering ongoing support and real revenue growth.
