Pointo Jobs

Senior Manager - Customer Satisfaction & Retention

Pointo

Senior Manager - Customer Satisfaction & Retention

Posted 7 Days Ago

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Bengaluru, Karnataka, IND

In-Office

Senior level

Greentech • Energy

The Role

Build and run a CSAT function: design complaint workflows, own trackers, set team rhythms, report driver satisfaction metrics weekly to founders, coordinate with Collections/Tech/Field Ops, and act as final escalation owner for unresolved or sensitive driver issues.

Summary Generated by Built In

Roles and Responsibilities:

1. Build the CSAT function from scratch

● Design the actual workflow: how a complaint comes in, where it gets logged, who

touches it, how it gets closed.

● Set up and own the shared tracker/tool the Support Executives log

● Establish the team's weekly rhythm — stand-ups, complaint reviews, pending-

issue check-ins.

2. Report driver satisfaction metrics weekly to the Founder's Office

● Track and report: complaint volume, resolution time, first-response time, repeat-

complaint rate, and overall satisfaction trend.

● Bring not just numbers but patterns

3. Own relationships with Collections, Tech, and Field Ops

● When complaint themes point to a payment/EMI issue → loop in Collections.

● When it's an app or battery performance issue → loop in Tech.

● When it needs a physical visit or hardware fix → loop in Field Ops.

● This person is the connective tissue between "driver said X" and "the right

internal team is now aware and acting."

4. Act as final escalation owner

● Anything the 2 Support Executives can't resolve in 24 hours lands here.

● Decides whether an issue needs to go further (e.g., to leadership) or can be

closed at this level.

● Personally handles sensitive, high-risk, or VIP-driver situations.

Qualifications & Requirements

1. Experience: 3–6 years in customer experience, customer success, or

operations management. Prior experience setting up a function from scratch (not

just running an existing one) is a strong plus.

2. Skills: Comfortable working with data — should be able to build and read a

simple report without hand-holding. Strong written and verbal communication,

since this person reports directly to the Founder's Office every week.

3. Language: Hindi/Bengali fluency is a strong plus, since most front-line

complaints will come through in these languages and the Manager needs to be

able to spot-check conversations directly.

4. Soft requirements: Process-oriented (this is a build-from-zero role, so structure

matters), comfortable owning a function with high visibility to founders, calm

under pressure when escalations land.

Skills Required

3-6 years in customer experience, customer success, or operations management
Prior experience setting up a customer experience/function from scratch
Ability to work with data and build/read simple reports without hand-holding
Strong written and verbal communication (reports to Founder's Office weekly)
Fluency in Hindi or Bengali
Process-oriented, able to own high-visibility functions, calm under pressure for escalations

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The Company

Kolkata, West Bengal

29 Employees

Year Founded: 2022

What We Do

Pointo's mission is to provide a comprehensive EV battery solution with focus on Financial Inclusion and Climate. We are currently working on expanding the EV ecosystem through AI/ ML based battery-tech to estimate the life for Lithium Batteries. Using battery-tech, we are able to leverage battery lifecycle over the course of 8-10 years in different use cases to create 2nd hand market and generate better returns. Our unique network of VLE partners help us reach our customers through community connections and create jobs for the underserved segments in the process. This also help us provide best possible solutions to meet their customised needs. With a deep understanding of the EV ecosystem, we are well-positioned to offer extensive solutions that cover the entire value chain.