Area Service Manager - Karnataka (Hubli)

River; Hubli; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

River, a design company building personal transportation for livelihood, seeks an experienced Customer Success Manager to lead a team of customer service representatives in Hubli. You will develop and implement customer management strategies that align with company goals and drive loyalty.

You will be the primary contact for escalations, analyze feedback to present insights to senior management, and work to achieve 90%+ customer satisfaction while boosting team performance and reducing

Qualifications

• 5 to 10 years of experience in customer management and team leadership roles.
• Exceptional communication and interpersonal skills, with the ability to build rapport with customers and team members alike.
• Strong analytical skills to interpret customer data and feedback effectively.
• Ability to thrive in a fast-paced environment while managing multiple priorities and driving results.

Responsibilities

• Lead and manage a team of customer service representatives to ensure high levels of customer satisfaction and engagement
• Develop and implement effective customer management strategies that align with company goals and drive customer loyalty
• Act as the primary point of contact for customer escalations, ensuring timely resolution and maintaining strong relationships
• Analyze customer feedback and behavior to identify trends and areas for improvement, presenting actionable insights to senior management
• Achieve a minimum of 90% customer satisfaction score through proactive customer engagement initiatives
• Increase team performance metrics by 20% within the first year through effective team management and training
• Successfully reduce customer complaints by 15% through the implementation of targeted customer management strategies
• Establish a culture of continuous improvement within the team, leading to enhanced customer experiences and retention rates

Skills

Team leadership

Customer management

Communication skills

Data analysis

Tools

CRM software

Job description

River is a design company building personal transportation for livelihood.

We focus on creating multi-utility products for those independently carving their own path. We’re building from the ground up, bringing together design, engineering and technology to solve real, everyday problems. Our signature two-wheeler, Indie – The SUV of Scooters, is built to be a dependable companion for getting things done.

Today, we’re 1,500+ people strong, headquartered in Bengaluru, and have raised our Series C.

River is backed by leading global automotive OEMs, international tech investors, and top institutional asset managers, including Yamaha Motor, Al-Futtaim Automotive Group, Toyota Ventures, Mitsui & Co., Marubeni Ventures, Lowercarbon Capital, Maniv Mobility, Elev8 Venture Partners, Claypond Capital, Trucks Venture Capital, 360 ONE Asset, HDFC AMC, Singularity AMC, Anicut Capital, and JIF Capital.

Key Responsibilities

• Lead and manage a team of customer service representatives to ensure high levels of customer satisfaction and engagement
• Develop and implement effective customer management strategies that align with company goals and drive customer loyalty
• Act as the primary point of contact for customer escalations, ensuring timely resolution and maintaining strong relationships
• Analyze customer feedback and behavior to identify trends and areas for improvement, presenting actionable insights to senior management
• Achieve a minimum of 90% customer satisfaction score through proactive customer engagement initiatives
• Increase team performance metrics by 20% within the first year through effective team management and training
• Successfully reduce customer complaints by 15% through the implementation of targeted customer management strategies
• Establish a culture of continuous improvement within the team, leading to enhanced customer experiences and retention rates

Ideal Candidate

• 5 to 10 years of experience in customer management and team leadership roles, preferably in a service-oriented industry
• Exceptional communication and interpersonal skills, with the ability to build rapport with customers and team members alike
• Strong analytical skills to interpret customer data and feedback effectively
• Ability to thrive in a fast-paced environment while managing multiple priorities and driving results