What You Will Do
- Design the full customer journey from sale to long-term service, and map every point

where we touch the customer.
- Write the complete set of call scripts, email templates, and communication flows across

voice, email, SMS, and chat, in native-quality US English.
- Build the escalation and resolution framework and set service-level standards for every

channel.
- Hire, coach, and lead the Mohali customer success and support team as it scales, including

team leads and quality analysts.
- Own customer retention as a number across both homeowners and our platform partners.

Reduce cancellations, drive renewals and repeat service, and turn satisfied customers into

referrals and reviews.
- Define the metrics that matter, build the dashboards, and report customer health to US

leadership every week.
- Be the voice of the customer inside the company and feed insight back to operations,

sales, and finance.

What We Are Looking For
- 6 to 10 years in customer success, customer experience,



or customer operations, with at

least 3 to 4 years leading teams.
- You have run customer operations for US or UK customers across voice and digital

channels.
- Native or near-native English, written and spoken. You are comfortable being customer-

facing with US customers and US executives.
- Data-literate. You define metrics, build dashboards, and use numbers to run the function,

not just report on it.
- You thrive in a build-from-zero setting and do not need a finished process handed to

you.

The one thing that matters most: you have built a customer function from scratch before, not

just managed one that already existed. In your application, tell us about one process, program,

or team you built from the ground up and the measurable result it produced.

Pay: ₹110,000.00 - ₹205,000.00 per month

Work Location: In person

📌 Director of Customer Success (Sahibzada Ajit Singh Nagar)
🏢 Kaveri Services
📍 Sahibzada Ajit Singh Nagar