Assistant Manager CX & Customer Retention

I'm hiring an Assistant Manager for Customer Support and Relationship Management at LifeGuru.

Our mission is to be the most authentic partner for a billion+ spiritual journeys. We're not just an app. We're a team making sure every ritual and consultation is done with the highest standard of devotion.

We treat every Puja and Chadhava as a moment of trust, not a transaction. When a devotee has a question, a worry or a problem, this team is the voice of LifeGuru. Get it right, and a first-time booking becomes a family that trusts us with every ritual that matters to them.

This role is measured on devotees coming back, not just tickets closed.

What you'll own

- Team leadership: Help hire, train and coach a team of 15+ across Customer Support and Relationship Management. Run daily operations: shifts, queues, quality checks and escalations.

- Customer support: Make sure every query, on WhatsApp, calls or in the app, gets a fast, warm and accurate answer. Own response time, resolution time and escalations.

- Relationship management and retention: Build lasting relationships with our repeat and high-value devotees. Drive repeat bookings, not just CSAT.

- Metrics: Track and improve CSAT, NPS, first response time, resolution rate and repeat booking rate.

- Voice of the devotee: Turn complaints, requests and patterns into clear input for product, tech and operations, and follow up until things get fixed.

- Playbook and tools: Write and improve SOPs, scripts and quality standards. Help product and tech test new workflows, CRM tools and dashboards.

How it works

- Full-time, on-site in Pune

- Report to our Relationship Management lead and work closely with the founders

- Competitive salary + meaningful ESOPs

You'll do well here if

- You have 3–5 years in customer support, customer experience or relationship management, including at least 1–2 years leading a team.

- You've managed support or RM teams on WhatsApp, calls or chat, and know how to keep quality high as volumes grow.

- You're comfortable with numbers: Google Sheets / Excel, dashboards, and using data to coach your team.

- You speak Hindi and English well. Marathi or another Indian language is a bonus.

- You've worked with product or tech teams to fix what customers complain about.

- Bonus: experience in a consumer startup, e-commerce, D2C, travel or a services marketplace.