At
Shaadi.com
, we’re not just helping people find matches — we’re helping people find meaningful relationships. ❤️
The Role – Own the Experience. Build the Trust.
At
Shaadi.com
, customer trust isn’t just a metric — it’s everything.We’re looking for a
Customer Success Leader
who can blend empathy, speed, and accountability — all in one powerful package.You’ll lead a large frontline team, manage high-emotion escalations with maturity, and ensure every customer interaction ends with clarity, fairness, and confidence.If you can stay calm in chaos, think clearly under pressure, and take bold decisions — this is your stage.
? What You’ll Own
- Own the
end-to-end customer experience
across key customer journeys and touchpoints.
- Manage and resolve
complex customer escalations
, ensuring timely and empathetic resolutions.
- Drive
CSAT, NPS and customer satisfaction
metrics through structured improvement initiatives.
- Identify recurring customer pain points and work with
Product, Tech, Sales and Operations
teams to fix root causes.
- Build escalation frameworks,
SOPs and service processes to improve resolution quality and TAT.
- Analyse customer feedback and service data to identify trends, risks and opportunities.
- Develop proactive initiatives that improve
retention, engagement and customer loyalty
.
- Create dashboards and reports to track customer experience and operational performance.
- Champion the
Voice of Customer
across the organisation.
⭐ What We’re Looking For
- 5–10 years of experience
in Customer Success, Customer Experience, Service Excellence or Escalation Management.
- Robust prior experience handling
high-value and complex customer escalations
.
- Hands-on experience driving
CSAT / NPS / customer experience metrics
.
- Experience in a
B2C / consumer internet / digital business
is strongly preferred.
- Strong analytical and problem-solving mindset with the ability to identify root causes.
- Excellent communication, stakeholder management and influen