Customer Experience Manager in Bangalore

2 weeks ago

Bengaluru, Karnataka, India LifeGuru Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Key Responsibilities

  • User Communication & Customer Support
  • Respond to user queries regarding bookings, prasad, Sankalp, temple details, and execution via WhatsApp, calls, and chat.
  • Ensure communication conveys warmth, empathy, trust, and spiritual sensitivity.
  • Deliver fast and high-quality resolutions within defined SLAs.
  • Puja Execution & Coordination
  • Coordinate with priests, temple teams, and internal ops to ensure: Accurate Sankalp details, Timely puja performance, Correct puja video recording, Smooth prasad dispatch and tracking
  • Maintain daily checklists and tracking dashboards for all pujas.
  • Process Excellence & Quality Control
  • Build SOPs for customer communication, puja tracking, prasad dispatch, escalations, and templates.
  • Conduct QC checks on Sankalp videos, puja videos, and prasad dispatch.
  • Identify operational gaps and drive process improvements.
  • Escalation Management
  • Handle sensitive and emotionally charged issues with maturity and empathy.
  • Coordinate with operations, temple teams, and logistics partners to resolve delays or errors.
  • Proactively update users during exceptions or delays.
  • Reporting & Insights
  • Prepare daily/weekly MIS covering: Query volume, Resolution timelines, CSAT scores, Puja execution updates, Prasad delivery status
  • Highlight recurring issues and recommend improvements.
  • Team Leadership (Future Scope)
  • Hire, train, and lead a small customer support team as the vertical grows.
  • Drive performance, quality audits, and process excellence.

About Company: Lifeguru is building a full-stack spirituality platform catering to audiences in India and abroad. Imagine us to be an Amazon for all spiritual services - be it horoscopes, tarot, astrology, or even Vastu - all hinging on Vedic protocols. We are building this from scratch and see that as more and more people come online, the demand for these services will increase in the time to come. Our founders have a proven track record, having grown Licious by 10X and Milkbasket by 100X. We pride ourselves on being hands-on, open to learning, and dedicated to making a positive impact on our users' lives.

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