Customer Experience Associate

Job Description:

Job Role: Customer Experience Associate

Shifts: 6 Days a week and rotational shifts with night shift

Compensation: ₹4.5LPA – ₹5.5LPA (Depends on experience)

(Compensation includes PF and PGDM monthly fees of ₹6,666)

Eligibility Criteria:

• This role is only for graduates (Postgraduates should not apply).
• You must have exceptional spoken and written English communication skills.
• Pursuing a PGDM along with this job is mandatory and non-negotiable.

Benefits:

• Even Plus membership for you and Even Lite membership for your family
• An open, inclusive, and supportive team where everyone is valued and all ideas and suggestions are welcome

We are dedicated to revolutionizing the membership experience for our members. Our Customer Experience Team is innovative, dedicated, and passionate about building lasting relationships with our members. We are seeking a Customer Experience Associate who shares our commitment to delivering exceptional service and creating memorable experiences for our members throughout their journey with us.

Job Description:

As a Customer Experience Associate, you will play a pivotal role in ensuring that every interaction our members have exceeds expectations. You will take ownership of the entire member journey, from onboarding through to service and retention, to foster long-term relationships and maximize member satisfaction.

Key Responsibilities:

• Serve as the primary point of contact for all member interactions, ensuring prompt and personalized responses to inquiries, feedback, and concerns
• Optimize the member journey from onboarding to retention, ensuring seamless transitions and exceptional service at every touchpoint
• Work closely with cross-functional teams including Product, Sales, Claims, and Operations to align member experience strategies with overall business objectives and ensure consistency in service delivery
• Provide member feedback and identify opportunities for improvement and areas of strength
• Foster a customer-centric culture within the organization, emphasizing the importance of building lasting relationships and delivering value to our members
• Be the first line of defense, identify bugs, and escalate to the concerned teams. Be the voice of the user
• Go the extra mile to help individual users with their issues. Providing an excellent support experience is the best way to get loyal users and referrals
• Develop and implement processes by yourself. We are a startup. We want people who can create processes, not just follow them

What we are looking for?

We enjoy working with people with ambition and a desire to be the best. But that doesn't mean they have to be our personality match. Or be interested in the same things as we are.

If you can show us something cool you've done in the past: big or small, we at Even will love hearing from you. Feel free to surprise us

• 0 to 3 years work experience preferred in support, customer success, account management or customer-facing roles. Freshers are welcome to apply
• Strong English communication skills in both written and verbal
• Proactive, hands-on and quick thinking
• Ability to grasp new concepts very quickly. It is not like anything else in the market. You need to understand exactly how we work and why
• An avid problem-solver with a go-getter attitude
• We work 6 days a week, and will be offering 24x7 support, so candidates should be flexible with rotating day and night shifts every month
• We are not remote first. Candidates must be located in Bangalore

Nice to have:

• Exposure to tools like CRM, Desk, Google Suite, Slack, and Notion is a plus
• Basic understanding of health insurance
• You have worked at a VC-backed startup before, and seen hyper-growth in action & enjoy fast-paced and dynamic work environments

Please feel free to share your resume