Senior Manager - Customer Satisfaction & Retention

Pointo; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Keka Technologies Private Limited in Bengaluru is seeking a customer experience/operations leader to build and run a CSAT function from zero. You will design workflows, establish a shared tracker, and set a consistent weekly rhythm for the team.

Report driver satisfaction metrics to the Founder's Office weekly, track patterns, and coordinate with Collections, Tech, and Field Ops. You will be the connective tissue ensuring issues reach the right internal teams.

Qualifications

• Experience: 3–6 years in customer experience, customer success, or operations management.
• Strong written and verbal communication; reports to Founder's Office weekly.
• Experience setting up a function from scratch is a strong plus.

Responsibilities

• Build the CSAT function from scratch.
• Report driver satisfaction metrics weekly to the Founder's Office.
• Own relationships with Collections, Tech, and Field Ops.
• Act as final escalation owner; decide if issues need leadership escalation or can be closed at this level.

Skills

Data analysis

Reporting

Communication

Stakeholder management

Job description

3-6

BENGALURU - CORPORATE

Full-Time

Roles and Responsibilities

1. 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-
2. 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.
3. 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."
4. 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

1. 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.
2. Skills: Comfortable working with data — should be able to build and read a simple report without hand-holding. Strong written and verbal communication, since this person reports directly to the Founder's Office every week.
3. Language: Hindi/Bengali fluency is a strong plus, since most front-line complaints will come through in these languages and the Manager needs to be able to spot-check conversations directly.
4. Soft requirements: Process-oriented (this is a build-from-zero role, so structure matters), comfortable owning a function with high visibility to founders, calm