Roles and Responsibilities:
Build the CSAT function from scratch
Design the actual workflow: how a complaint comes in, where it gets logged, who

touches it, how it gets closed.
Set up and own the shared tracker/tool the Support Executives log
Establish the team's weekly rhythm — stand-ups, complaint reviews, pending-

issue check-ins.
Report driver satisfaction metrics weekly to the Founder's Office
Track and report: complaint volume, resolution time, first-response time, repeat-

complaint rate, and overall satisfaction trend.
Bring not just numbers but patterns
Own relationships with Collections, Tech, and Field Ops
When complaint themes point to a payment/EMI issue loop in Collections.
When it's an app or battery performance issue loop in Tech.
When it needs a physical visit or hardware fix loop in Field Ops.
This person is the connective tissue between "driver said X" and "the right

internal team is now aware and acting."
Act as final escalation owner
Anything the 2 Support Executives can't resolve in 24 hours lands here.
Decides whether an issue needs to go further (e.g., to leadership)



or can be

closed at this level.
Personally handles sensitive, high-risk, or VIP-driver situations.

Qualifications & Requirements
Experience: 3–6 years in customer experience, customer success, or

operations management. Prior experience setting up a function from scratch (not

just running an existing one) is a strong plus.
Skills: Comfortable working with data — should be able to build and read a

easy report without hand-holding. Solid written and verbal communication,

since this person reports directly to the Founder's Office every week.
Language: Hindi/Bengali fluency is a solid plus, since most front-line

complaints will come through in these languages and the Manager needs to be

able to spot-check conversations directly.
Soft requirements: Process-oriented (this is a build-from-zero role, so structure

matters), comfortable owning a function with high visibility to founders, calm

under pressure when escalations land.

📌 Senior Manager Customer Satisfaction & Retention Bengaluru (India)
🏢 Pointo
📍 India