Customer Success Manager

ESP Engineered; Pune District; On-site; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Competitive salary with performance-linked incentives

Supportive work culture and transparent leadership

Rapid career progression for high performers

Job summary

ESP Engineered in Pune, Maharashtra is seeking a Customer Support Manager to lead support operations and manage a team of Customer Service Executives. The ideal candidate will have 6-10 years of experience in customer service operations, including at least 2 years in a managerial role. Strong communication and leadership skills are essential. The position offers a competitive salary with performance-linked incentives and career progression opportunities in a fast-growing clean energy company.

Qualifications

• 6–10 years in customer service operations, with at least 2+ years in a managerial role.
• Experience in solar, D2C, fintech, insurance, or telecom is an advantage.
• Willingness to work in a fast-paced and agile environment.

Responsibilities

• Hire, train, mentor, and lead a team of customer service executives.
• Oversee prompt and empathetic resolution of customer complaints.
• Design and implement scalable customer service workflows.

Skills

Excellent communication skills

Team leadership

Conflict resolution

Data-driven decision making

Process orientation

Education

Graduate in any discipline

MBA or relevant certifications

Tools

CRM tools

Excel

Job description

At SolarSquare we are building the Home-Energy brand of future India. We help homes switch to rooftop solar and move away from traditional coal electricity. We are a full-stack D2C residential solar brand - designing, installing, maintaining (after-sales) and financing solar systems for home-owners across India.

In 3 years we have scaled to become the leading residential solar brand in India. We are obsessed with quality, customer service and innovating to make it simple for homes to switch to solar. We are looking for leaders to join us in this mission.

We are seeking a dynamic, experienced, and customer-obsessed Customer Support Manager to lead our support operations. You’ll be responsible for managing a team of Customer Service Executives, driving customer satisfaction, handling escalations, and streamlining support processes to deliver a world‑class service experience to our solar customers.

If you thrive in fast‑paced environments, believe in continuous improvement, and are passionate about making solar adoption a delightful experience for customers, we’d love to meet you!

Key Responsibilities

Hire, train, mentor, and lead a team of customer service executives.

Define clear KPIs and goals; foster a high-performance, customer-focused culture.

Conduct regular performance reviews and coaching sessions.

Customer Interaction Management

Oversee prompt and empathetic resolution of customer complaints and queries across multiple channels (calls, emails, WhatsApp, social media).

Build long‑term trust with customers by ensuring timely communication and support.

Handle escalations professionally with a solution‑oriented approach.

Process Optimization

Design and implement scalable and efficient customer service workflows.

Identify bottlenecks, propose enhancements, and drive continuous improvement in processes and productivity.

Reporting & Analysis

Maintain dashboards and MIS for service performance, TATs, escalations, and feedback.

Analyze trends and share actionable insights with stakeholders to improve the customer journey.

Cross-functional Collaboration

Liaise with installation, technical, design, and product teams to ensure a seamless customer experience.

Be agile and adaptable in responding to evolving customer needs and business priorities.

Key Requirements

Education:

Graduate in any discipline. MBA or relevant certifications are a plus.

Experience:

6–10 years in customer service operations, with at least 2+ years in a managerial role. Experience in solar, D2C, fintech, insurance, or telecom is an advantage.

Skills:

Excellent communication and interpersonal skills (English, Hindi, and local language proficiency preferred)

Conflict resolution and escalation handling

Strong process orientation and problem‑solving ability

Data‑driven decision‑making and reporting skills (Excel, CRM tools)

Team leadership and motivation

Other Requirements:

Willingness to work in a fast‑paced and agile environment

What We Offer

Competitive salary with performance‑linked incentives

High‑impact leadership role in a fast‑growing clean energy company

Supportive work culture and transparent leadership

Rapid career progression for high performers