EIR: Customer Support

Job Title: Entrepreneur in Residence (EIR) – Customer Support Strategy Location: HSR Layout, Bangalore (Onsite) Role Type: Full-time About AppsForBharat (Sri Mandir App) AppsForBharat, a Series C faith-tech company, builds digital platforms serving the spiritual and devotional needs of hundreds of millions. Our flagship, Sri Mandir , is the world’s largest app for Hindu devotees—offering access to rituals, teachings, sacred temples, and a connected devotional community. We’re on a mission to serve 100M+ users, bringing structure, accessibility, and meaning to the $44B devotion economy. Role Overview: EIR – Customer Support Customer Success is a core user touchpoint and a retention lever. As EIR–CS, you’ll turn CS from support into an AI-enabled system —build the processes, automation, and playbooks the team runs; use AI to automate emails/calls, power agent-assist, and enable self-serve across app, WhatsApp, email, voice, and social. You report into Operations and work closely with CRM and Product to ship user-facing improvements. What you will own Omni-channel service layer: Stand up a unified CS stack across app, WhatsApp, email, voice/IVR, and social with single customer identity and end-to-end ticketing. AI email & voice automation: Deploy AI to draft/send emails and drive transactional calls (confirmations, status, callbacks, surveys) with smart routing, human-handoff, and auto-summaries. Self-serve & accurate communication: Launch cross-channel self-serve (reschedule/cancel/status/name-gotra) and proactive notifications; translate operations constraints into precise templates/guardrails so we resolve fast without over-promising. Customer sgement-tiered service model: With CRM, define customer segments, SLAs, priority channels, and escalation policies; stand up a lightweight “priority desk” framework for top users. Process & quality: Build SOPs, QA rubrics, and root-cause loops for recurrent issues (fulfilment, ritual accuracy, prasad); publish weekly operational health and RCA summaries. Team enablement: Work with the CS lead to upskill agents on new workflows, scripts, and automations; institute training cadences and certification. Cross-functional execution: Coordinate with Ops (fulfilment dependencies), CRM (retention goals and journeys), and Product (feature delivery) to land changes end-to-end. How you will work (matrix, co-ownership) CRM: Align on segmentation, LTV-based SLAs, deflection/self-serve goals, and retention impact. Product/Design/Tech: Prioritize chat SDKs, self-serve flows, status surfaces, identity linking, notifications. Operations: Translate ops realities into CS playbooks—upskill agents, configure accurate response templates, and set guardrails so we answer well without over-promising. Brand/Comms: Harmonize voice/tone and escalation handling for public channels. What you’ll bring Customer obsession, first-principles problem solving, and the ability to turn ambiguity into scalable systems. You’re ready to ramp up and become fluent with CS metrics, comfortable orchestrating vendors/tools, and great at aligning cross-functional teams around measurable outcomes. Requirements 3-5 years of prior experience working at early stage high velocity startups; Even better if you’re already building CS automation or integrating AI into CS Proven experience in build AI first products and workflows; strong knowledge of latest developments especially in field of customer support Strong execution and stakeholder management across Product, Ops, and Marketing/CRM. Analytical, data-driven communicator with excellent written/spoken clarity. Cultural sensitivity; a personal connection to spirituality/devotion is a plus. Why AppsForBharat Shape how millions experience Sri Mandir’s most sensitive touchpoints. Make CS vertical AI enabled and transform devotee experience Lead org-critical projects in a fast-growing environment. Calm, collaborative, pet-friendly office in HSR Layout.