Customer Experience Manager

At Even, we are dedicated to revolutionizing the membership experience for our members. Our Customer Experience is innovative, dedicated, and passionate about building lasting relationships with our members. We are seeking a Customer Experience Manager who shares our commitment to delivering exceptional service and creating memorable experiences for our members throughout their journey with us.

Job Description:

As a Customer Experience Manager, you will play a pivotal role in ensuring that every interaction our members have with Even exceeds expectations. You will take ownership of the entire member journey, from onboarding through to service and retention, with the goal of fostering long-term relationships and maximizing member satisfaction.

Key Responsibilities:

  • Serve as the primary point of contact for all member interactions, ensuring prompt and personalized responses to inquiries, feedback, and concerns.
  • Optimize the member journey from onboarding to retention, ensuring seamless transitions and exceptional service at every touchpoint.
  • Work closely with cross-functional teams including Product, Sales, Claims and Operations to align member experience strategies with overall business objectives and ensure consistency in service delivery.
  • Provide member feedback and identify opportunities for improvement, and areas of strength. Drive continuous improvement initiatives to enhance the overall member experience.
  • Foster a customer-centric culture within the organization, emphasizing the importance of building lasting relationships and delivering value to our members.
  • Be the first line of defense, identify bugs and escalate to the concerned teams.
  • Consolidate user queries and educate product teams about what users want. Be the voice of the user!
  • Go the extra mile to help individual users with their issues. Providing an excellent support experience is the best way to get loyal users and referrals.
  • Develop and implement processes by yourself. We are a startup. We want people who are able to create processes, not just follow.

What we are looking for:

  • 1 -3 years work experience preferred in support, customer success, account management or customer-facing roles
  • Strong English communication skills in both written and verbal.
  • Proactive, hands-on and quick thinking
  • Ability to grasp new concepts very quickly. Even is not like anything else in the market. You need to understand exactly how we work and why.
  • An avid problem-solver with a go-getter attitude
  • We will be offering 24x7 support, so candidates should be flexible with rotating day and night shifts on a monthly basis.
  • We work 6 days a week
  • We are not remote first. Candidates must be located in Bangalore

What do you get for all the hard work:

  • Top of the market compensation and meaningful equity in the company.
  • 6.6L per annum + variable pay
  • Even Plus membership for you and Even Lite membership for your family

Hiring Process

  1. Initial screening
  2. Assignment & video submission
  3. 1-1 with your Reporting Manager
  4. 1-1 with Head of Customer Experience

Where to Apply

Fill out our (very) quick application form and our talent team will reach out to you.