Senior Manager – Customer Experience

5 days ago

Gurgaon, Haryana, India One Impression Full time US$ 80,000 - US$ 1,20,000 per year
Role Overview
You will be responsible for designing and running a world-class experience for: - Brands using Amplify to discover creators, set up campaigns, manage collaborations, and handle payments. - Creators using Amplify to receive briefs, deliver content, and get paid.
This is a hands-on leadership role. You will set the strategy, build processes, manage a remote support team, and work deeply with product, engineering, sales, and marketing to make Amplify as "touchless" and intuitive as possible, while still offering high-touch support where needed. Key Responsibilities
  • Own the End-to-End Experience (Brand + Creator)
  • Define what "great experience" means for brands and creators across their full lifecycle on Amplify.
  • Map key journeys (onboarding, first campaign, repeat campaigns, creator onboarding, delivery, and payment) and continuously improve them.
  • Balance the needs of brands, creators, and the platform with clear, transparent policies.
  • Onboarding and Campaign Setup
  • Design and run a structured onboarding program for new brands and creators.
  • Ensure brands can set up campaigns smoothly via self-serve workflows, with clear guidance and in-product nudges.
  • Build an "assisted setup" motion where an internal campaign ops team supports brands that need extra help or have complex requirements.
  • Own SLAs and quality standards for onboarding and first-time campaign success.
  • Support Operations and Remote Team Management
  • Build and manage a remote customer experience / support team that provides 7-day coverage across channels (email, chat, WhatsApp, etc. as agreed).
  • Define and implement SLAs for first response, resolution time, and escalation.
  • Create and maintain SOPs and playbooks for common issues: creator matching complaints, refunds/credits, wallet and payment issues, campaign changes, creator payment delays, and more.
  • Run regular QA, coaching, and training to ensure consistently high quality.
  • Voice of Customer (VoC) and Feedback Loops
  • Personally speak to a set number of brands and creators every week to understand what is working, what is not, and where they need help.
  • Build a structured system to capture feedback (calls, surveys, NPS, CSAT, tickets) and convert it into a prioritized CX/product improvement backlog.
  • Partner with product and engineering to translate insights into roadmap items and UX improvements.
  • Close the loop with customers and creators when their feedback leads to change.
  • Knowledge Base and Self-Serve Experience
  • Design and own the external knowledge base for brands and creators (getting started, campaign setup, payments and wallets, creator matching, troubleshooting, policies, etc.).
  • Build and maintain an internal knowledge base for support agents (macros, saved replies, decision trees).
  • Work with product to embed contextual help and guidance inside the platform: tooltips, walkthroughs, "learn more" links, FAQs, and in-product education.
  • Continuously reduce repetitive queries and increase self-serve resolution rate.
  • CRM, Tooling, and Automation
  • Work with internal stakeholders to ensure CRMs and support tools (ticketing, chat, NPS tools, etc.) are well integrated and give a unified view of the customer.
  • Set up automation rules for ticket routing, alerts, lifecycle messages, and follow-ups based on events (e.g., wallet failures, abandoned campaign setup, delayed payments).
  • Use data from CRM and support tools to identify friction, measure performance, and prioritise fixes.
  • Metrics, Reporting, and Governance Define, track, and own key CX metrics across brand and creator journeys, such as:
  • NPS and CSAT
  • First response and resolution times
  • Volume and type of tickets per 100 campaigns / active users
  • Creator payment TAT
  • Onboarding completion rates
  • Repeat campaigns / churn drivers
  • Build a weekly/monthly CX dashboard for leadership with clear insights, root causes, and recommended actions.
  • Run regular review rituals with support, product, business, and marketing teams to align on priorities and interventions.
Requirements
  • 4-8 years of experience in Customer Experience / Support / Operations roles, with at least 2+ years in a leadership or manager capacity.
  • Experience in a marketplace or consumer internet product is strongly preferred.
  • Strong background in:
  • Designing and optimising customer journeys.
  • Running or scaling support operations (including remote teams).
  • Implementing processes, SOPs, and quality frameworks.
  • Hands-on experience with CRMs, ticketing tools, and building/maintaining knowledge bases.
  • Comfortable using data and metrics to diagnose issues, prioritise initiatives, and measure impact.
  • Excellent communication skills; can confidently speak with senior brand stakeholders and high-value creators.
  • Bias for action, ability to work cross-functionally, and comfort in fast-paced, evolving environments.
What Success Looks Like
  • Clear, documented journeys and SOPs for core brand and creator flows.
  • A functioning remote support team with stable SLAs and high CSAT.
  • Robust knowledge base and in-product guidance that materially reduces basic queries.
  • A working VoC system where feedback translates into visible product and process changes.
  • Improvement in NPS/CSAT and reduction in escalations and avoidable support tickets.
  • Brands and creators describe Amplify as "easy to work with" and "reliable".
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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