Customer Support Manager

2 days ago

India Brick & Bolt Full time
About the Company BricknBolt is a managed marketplace providing construction services. We are solving one of the most complex business problems and creating an ecosystem of trust for the Stakeholders - Customers, Construction professionals, and Material vendors. Construction has been a highly unorganized and severely tech-deficit industry globally. We are just not trying to organize but disrupt the industry completely using technology and process - creating the playbook for the industry.

Indian real estate is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85%+ construction still unorganized in India, Brick&Bolt is on a path to capture the massive and super-broken market using our technology and processes

Earlier Sequoia Surge, Foundamental, HDFC Capital Advisors Limited and Stride Ventures have invested in Brick&Bolt. We are looking for an experienced Customer Escalations Associate / Senior Associate to join our support team, ensuring effective resolution of tickets and feedback / VOC collection. The ideal candidate will have excellent communication skills, an obsession for customer satisfaction, and proven experience in resolving L3 / CEO escalations across Voice and Email.

Timely and effective resolution of customer queries, complaints, and escalations

Key performance indicators (KPIs) include customer satisfaction (C-SAT), first response time (FRT), and resolution time (Q2R)

Full ownership of the assigned cases and will not rest until the issue has been resolved to the customer's satisfaction

Collaborate with dependency teams (both internal and external) and confidently interact with management/leadership

Write detailed reports (with executive summary) on escalations/customer feedback to leadership/management

Bachelor's degree in any field

~ 2+ years of experience in customer support at a leading B2C organization

~1+ years of experience in L3 / CEO / Social Media escalations role

~ Excellent communication skills with fluency in English, Hindi, and Kannada (fluency in Tamil or Telugu is a bonus)

~ Working knowledge of MS Excel / Google Sheets preferred

~ Hands-on experience with ticketing tools (e.g., Join us to revolutionize the building experience with cutting-edge solutions

Collaborate with top clients or brands and shape the future of construction

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