Customer Support Executive-Escalations

Homelane; Ranchi; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Homelane is seeking a Customer Success Manager to manage the end-to-end customer journey from design handover to project completion, ensuring high CSAT and NPS scores.

You will serve as the primary client liaison, coordinate with Sales, Design, Project Management, and Operations, conduct in-person consultations, track sentiment, drive timely payments, and manage issues across studios/sites in Ranchi, while using CRM tools and basic analytics to improve CSAT.

Qualifications

• Bachelor's degree required; MBA or related certification is a plus.
• 1-3 years in customer success, account management, or support roles.
• Strong written and verbal communication; proficient with CRM tools and ticket systems.

Responsibilities

• Manage customer conversations from design handover to project completion and handover.
• Act as primary point of contact, address queries, resolve issues, and gather feedback to uphold satisfaction metrics.
• Handle escalations and tickets from external customers and internal teams, prioritizing and resolving efficiently.
• Coordinate with Sales, Design, Project Management, and Operations to align timelines and updates.
• Collect outstanding payments based on milestones while maintaining positive relationships.
• Monitor customer sentiment and perform proactive outreach to improve CSAT/NPS.
• Meet customers in-studio/store for consultations and occasional site visits to ensure satisfaction.
• Track customer health indicators and contribute to CSAT/NPS reporting.

Skills

Customer success

Account management

CRM proficiency

Communication

Data analytics

In-person meetings

Education

Bachelor's degree

MBA or related certification

Tools

Zendesk

Salesforce

Job description

Key Responsibilities

• Manage customer conversations across the entire journeyfrom design handover to project completion and handover—ensuring seamless experiences that maintain high CSAT and NPS scores.
• Act as the primary point of contact for customers, proactively addressing queries, resolving issues, and gathering feedback to uphold satisfaction metrics.
• Manage escalations and tickets from both customers (external) and internal teams, prioritizing and resolving them efficiently.
• Coordinate with internal stakeholders including Sales, Design, Project Management, and Operations teams to align on timelines, updates, and resolutions.
• Collect outstanding payments timely, based on project milestones and completion stages, while maintaining positive customer relationships.
• Monitor and manage customer sentiment throughout the experience, using proactive outreach to turn potential negatives into positives.
• Meet customers in-studio/store for consultations and occasional site visits to ensure on-ground satisfaction and issue resolution.
• Track customer health indicators, identify risks early, and contribute to CSAT/NPS reporting.

Requirements

• Bachelor's degree in any field; MBA or relevant certification in Customer Experience/Success is a plus.
• 1-3 years of experience in customer success, account management, or support roles, preferably in home services, real estate, or e-commerce.
• Strong communication skills with proficiency in email, calls, CRM tools (e.g., Zendesk, Salesforce), and ticket management systems.
• Comfortable with in-person customer meetings, occasional site visits, and cross-functional coordination.
• Data-savvy with experience in CSAT/NPS tracking, sentiment analysis, and basic analytics (Google Sheets/Excel).
• Empathy-driven, organized, and resilient in a fast-paced environment.