Customer Success Manager

Position: Customer Success Manager – WhatsApp & Voice Support

Location: Mumbai (On-site preferred)

Experience: 2–4 years

Industry: Devotion-tech / D2C / Consumer Internet

About Ghar Mandir

Ghar Mandir is a devotion-tech startup founded by IIM-C alumni and ex-investment bankers, on a mission to digitize and personalize the way Indians pray.

With $1Mn+ ARR and over 100K devotees served, we are redefining the faith-tech experience across WhatsApp, app, and web.

Role Overview

We are looking for a Customer Success Manager who can be the voice of our brand on WhatsApp and calls. You'll be the first touchpoint for thousands of users — answering their queries, solving booking issues, and ensuring their journey from discovery to devotion is smooth, engaging, and deeply satisfying.

Beyond support, you'll help identify trends in user behavior, improve conversion paths, and assist in building a high-retention user experience using tools like Interakt and Excel.

Key Responsibilities

• User Support on WhatsApp & Calls: Promptly respond to user queries, concerns, and booking support requests with empathy and clarity.
• Tool Handling: Operate platforms like Interakt, WhatsApp CRM, and internal dashboards to track, tag, and follow up with users.
• Journey Mapping: Monitor user journeys, identify drop-offs or pain points, and work with the marketing/product teams to improve engagement.
• Feedback Loop: Gather insights from user conversations and report actionable feedback to improve content, puja experience, and platform flow.
• Follow-ups & Retention: Re-engage users who drop off or abandon bookings with helpful nudges and personalized outreach.
• Data Handling: Use Excel or Google Sheets to maintain user logs, track performance metrics, and segment audiences.

Requirements

• 2–4 years of experience in customer support, success, or inside sales, preferably in D2C or consumer apps.
• Strong communication skills in English & Hindi (spoken and written).
• Prior experience handling WhatsApp-based user journeys via tools like Interakt, DelightChat, WATI, etc.
• Comfort with Excel / Google Sheets for tracking leads, analyzing behavior, and sharing insights.
• Calm, empathetic, and user-first mindset with attention to detail.
• Bonus: Interest in devotional/spiritual services and cultural understanding of Indian festivals.

What You Get

• The chance to shape communication for India's most loved devotion-tech brand.
• Ownership across user touchpoints — from query to conversion to retention.
• Fast-paced, high growth environment with sharp minds and clear goals.
• A purpose-driven product that's changing how Indians experience devotion — daily.