Expert Success Manager

1 day ago

Andheri East, Maharashtra, India coto Full time ₹ 25,00,000 - ₹ 50,00,000 per year

Reports to: Senior TL (Team Leader Manager)Location: MumbaiTeam: Supports 1 Senior TL, 4 Team Leaders, ~150 expertsRole OverviewThe Expert Success Manager is a critical operations and support role responsible for enabling expert success through flawless execution of onboarding, retention, compliance, and administrative functions. You will be the operational backbone of your vertical (Tarot, Astrology, or Energy Healing), allowing Team Leaders to focus purely on coaching while you ensure experts have everything they need to thrive on the Coto platform. This role requires exceptional organizational skills, attention to detail, and the ability to manage multiple priorities across ~150 experts.Key ResponsibilitiesOnboarding & Activation (0-30 Days)Own the complete onboarding process for all new experts in your verticalConduct welcome orientations, platform training, and initial setup sessionsEnsure profile completion, background verification, compliance documentationTrack onboarding milestones: profile approval, first availability set, first session completedCoordinate with Team Leaders for smooth handoff after Day 30Troubleshoot technical issues during onboarding (platform access, payment setup, etc.)Target: 85% completion rate within 30 daysRetention & EngagementMonitor expert engagement metrics: login frequency, availability, responsivenessIdentify early warning signs of disengagement or potential churnProactively reach out to inactive or declining experts with retention interventionsCoordinate re-engagement campaigns and win-back initiativesCelebrate milestones: tier promotions, rating achievements, revenue milestonesBuild and maintain expert community through newsletters, WhatsApp groups, eventsTarget: 70% expert NPSProgression & Performance TrackingMaintain expert performance dashboards: fill rate, conversion rate, ratings, revenueTrack expert tier progression (Below Silver → Silver → Gold/Diamond)Coordinate tier advancement processes and communicationsSupport Team Leaders with performance data and analytics for coaching sessionsIdentify top performers for recognition and case study opportunitiesFlag underperformers to Team Leaders for intensive coachingTarget: 20% of experts advance tiers quarterlyCompliance & Quality AssuranceEnsure all experts maintain valid certifications, licenses, and documentationMonitor adherence to community guidelines and professional standardsCoordinate background checks, verification processes, and renewalsTrack and enforce attendance and punctuality standardsManage escalations from Trust & Safety regarding expert conductMaintain compliance documentation and audit trailsTarget: 100% compliance with platform policies, 95% session attendance rate, 80% expert participation in incentive programsLeaves & Time-Off ManagementProcess leave requests and maintain leave calendarsEnsure adequate expert coverage during planned absencesTrack leave balances and communicate policiesCoordinate with Team Leaders on coverage plans for key expertsManage emergency leave situations and crisis supportTarget: 80% weekly, availability fill rate >60%Compliance: 100% documentation compliance, 95%, no-show rate

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