Agrim Wholesale - Customer Experience Manager

ABOUT US:

AGRIM is a fast-growing agri-tech startup building an on-demand B2B Agri-inputs marketplace. Agri-inputs is a $50bn industry spread across Seeds, Agro Chemicals, Fertilizers, Agro-Tools and Animal Feed. AGRIM has scaled up rapidly across India, with 10% of the overall customer universe already onboarded on the platform.

Our Founders are IIT/ IIM graduates and ex-entrepreneurs (with successful exits) and we have also built one of the best start-up teams, with senior executives from Tier-1 education institutes, e-commerce companies such as Amazon, Hopscotch, Policy Bazaar, etc. and experienced industry professionals from the agriculture sector.

1. B2B e-commerce marketplace for Agri-Inputs (Total Market potential of $50 billion)

2. Founded by Ex-entrepreneurs IIT & IIM Alumni: Mukul Garg and Avi Jain

3. Backed by 4 Tier-1 Investors

4. Growing 5X Month on Month

5. Onboarded 1000+ Manufacturers | 1,00,000+ Retailers | Active across India

6. 300+ Full time employees

KEY ROLE AREAS:

1. Lead overall customer experience and support team focused on customer escalation resolution and experience improvement.

2. Responsible for driving key Customer Support KPIs like NPS, Ticket Resolution TAT, %Issues w.r.t Total Orders etc.

3. Track and Monitor customer support tickets ensuring quality resolution as per committed SLAs

4. Analyze customer queries to identify trends and implement proactive solutions to nullify key customer pain points.

5. Implement improvements to enhance efficiency, focusing on automation wherever possible.

6. Own multiple customer facing operational processes to ensure timely closures on the same

7. Generate reports on key support metrics, utilizing data insights to make informed decisions.

8. Identify key data metrics to drive operational efficiency and closely work with data team for dashboarding.

9. Identify product initiatives, write down business requirement documents and coordinate with product team for product GTM