ABOUT THE ROLE

We are hiring a CRM Customer Relationship Management Lead to build and run Glance s end-to-end customer query, complaint, and concern resolution infrastructure

This role goes well beyond traditional customer support you will architect the entire CRM system, design automated workflows, set up intelligent routing and escalation paths, build self-service mechanisms, and create a reporting layer that gives leadership real-time visibility into customer health

You will work with tools like Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot Service Hub and will be expected to evaluate, recommend, and implement the right stack for Glance s scale and complexity

You report to the Director of Strategy Operations and will collaborate closely with the Product, Engineering, and Community charters

KEY RESPONSIBILITIES

- Design and implement a scalable CRM and complaint management system from the ground up covering intake, categorisation, routing, resolution, and feedback loops

- Evaluate and deploy CRM/helpdesk platforms (Zendesk, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub, Zoho Desk, or own systems) suited to Glance s needs

- Build automated workflows for ticket triage, SLA enforcement, escalation triggers, and resolution tracking using no-code/low-code automation
- Set up AI-powered auto-reply and deflection systems , chatbots, canned responses, knowledge-base self-service portals , to reduce first-response time and agent load

- Create omnichannel intake infrastructure: email, in-app, web forms, social media mentions, and voice all funneling into a unified agent workspace

- Define and enforce SLA policies with automated breach alerts, priority-based routing, and real-time dashboards

- Build a comprehensive reporting and analytics layer ticket volumes, CSAT/NPS scores, resolution times, agent performance, complaint trend analysis,



and root-cause identification

- Establish a structured escalation matrix with clear ownership tiers (L1/L2/L3) and cross-functional handoff protocols to Product and Engineering

- Design and maintain a customer-facing knowledge base / FAQ centre with regular content refreshes based on trending queries

- Develop customer lifecycle communication workflows onboarding sequences, proactive outreach, re-engagement triggers, and win-back campaigns

- Ensure data hygiene, CRM record accuracy, and compliance with data protection regulations (IT Act, GDPR where applicable)

- Produce weekly and monthly CRM health reports for leadership, including actionable recommendations

MUST-HAVE QUALIFICATIONS

- 3 5 years of experience in CRM management, customer operations, or customer success preferably in a tech, e-commerce, or consumer-internet company

- Hands-on experience setting up and administering at least one enterprise CRM/helpdesk platform (Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot Service Hub)

- Proven ability to design complex automated workflows ticket routing, SLA escalations, auto-replies, and multi-step resolution pipelines

- Strong understanding of complaint management best practices: omnichannel intake, intelligent triage, root-cause analysis, and closed-loop feedback

- Experience building reporting dashboards (using native CRM analytics, Looker Studio, Power BI, or similar) for leadership visibility

- Excellent communication skills ability to draft customer-facing macros, FAQs, and knowledge-base articles that are explicit, empathetic, and on-brand

- Data-driven approach to decision-making with comfort in SQL or spreadsheet

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Lead - Customer Relationship Management (Bengaluru)
🏢 Glance
📍 Bengaluru