Role Overview:

We are looking for a sharp, analytically driven and customer-obsessed operator to help build and scale our Customer Experience function - owning CX metrics end to end, running the quality program, and driving data- and AI-led interventions across support and experience. High visibility, high ownership, direct access to leadership, and outsized influence on how a fast-growing agritech platform serves farmers at scale.

Key Responsibilities:

1. CX Metrics Ownership & Analytics:

- Own and continuously improve the core CX metric set - CSAT, NPS, FCR, Resolution TAT, complaint / re-open rate, retention and repeat purchase.

- Build and maintain dashboards; run daily / weekly / monthly governance cadences that let the team track performance against goals.

- Build analytical models to identify drivers of dissatisfaction, churn and repeat behaviour; run root-cause analysis on metric dips and drive closed-loop corrective action.

- Mine structured and unstructured data (calls, chats, tickets, reviews) to surface root causes and improvement opportunities.

2. Quality & Assurance - Every Conversation Counts:

- Run the quality program hands-on: call and chat audits against defined scoring rubrics, with a regular calibration cadence.

- Turn audit findings into coaching inputs, targeted training and process fixes - not just scores.

- Help build and refine QA frameworks and agent scorecards as the function matures.

- Use speech / conversation analytics to widen quality coverage from a sample to scale.

3. Customer Support Execution & Escalations:

- Support day-to-day operations across voice, chat, email and WhatsApp - in the languages farmers speak - and track SLAs: response time, resolution TAT, FCR and abandonment.

- Own the escalation and closed-loop follow-up process so nothing falls through the cracks.

- Help shape the support operating model - staffing for seasonal swings, cost-to-serve - alongside leadership.

4. Voice of Customer & Insights:

- Design and run structured VoC programs - surveys, call / chat audits and farmer feedback loops.

- Convert customer insight into product, process and policy recommendations.

- Segment customers to personalise service for high-value and at-risk cohorts.

5. AI & Technology-Led CX:

- Identify and pilot AI-led solutions - vernacular chatbots and voice-bots, sentiment analysis, predictive issue detection and automated ticket triage.

- Partner with Product and Tech on self-serve and proactive resolution tools that reduce manual effort.

- Evaluate emerging CX-tech and GenAI tools; contribute to build-vs-buy recommendations.

6. Cross-Functional Collaboration:

- Work closely with Supply Chain, Logistics, Fulfilment, Category and Product to resolve systemic issues that drive contacts - fill rate, delivery TAT, RTO / NDR.

- Partner with Training to upskill frontline teams on quality and empathy standards.

- Act as the voice of the customer in cross-functional planning and prioritisation.

7. Reporting & Stakeholder Management:

- Prepare and present CX performance reviews to senior leadership.

- Build real-time dashboards to track KPIs and proactively flag risks.

- Present business cases for new initiatives, quantifying expected impact on CSAT, NPS and retention.

Equal Opportunity:

BigHaat is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and empowering work environment for all.