Customer Support

About the job 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