Jodo Fintech - Customer Experience General Manager (IIT/IIM)

About Jodo :

Jodo (www.jodo.in) is a mission-oriented early-stage fintech startup building a suite of carefully tailored financial products and delivery mechanisms to fulfill the aspirations and needs of middle-income households in urban India.

We are backed by high-quality investors to realize our mission.

- VC investors : Elevation Capital, Matrix Partners - investors in Paytm, Swiggy, Urban Company, Ola, Practo, etc.

- Angel investors : Kunal Shah (CRED), Nithin Kamath (Zerodha), Amit Ranjan (SlideShare)

Jodo is started by three co-founders, who have a pedigreed education background (IIT/IIM) and relevant professional experience in financial services (ex-Nomura, Goldman Sachs, Morgan Stanley, Barclays, Edelweiss Capital).

Jodo aims to be a multi-product fintech platform to make education-related payments easy, convenient and rewarding for all parents and students.

Key Details :

- Role : Customer Experience General Manager

- Location : Bengaluru

- Compensation : Negotiable based on candidate profile

- Reporting directly to one of the founders

Role Description :

We are just getting started! This is not just an opportunity to be part of a startup journey but help shape the journey by building things from scratch.

We are looking to hire a core team member to lead the customer experience function.

You will be in-charge of delivering a seamless customer experience across all stages and touchpoints in a customer journey and helping the company continually achieve greater customer happiness. You will play a key role in defining how customers perceive Jodo.

Key Responsibilities :

- Design & implement a ticketing system to manage customer experience over WhatsApp, Email, Phone

- Create a framework for first-contact resolution of 100%

- Interpret and leverage data insights for constantly enhancing CX

- Resolve CX gaps by using data analytics

- Ensure that the CX team works in collaboration with all other business functions

- Design and implement a workstream for customer feedback collection and analysis

- Create and implement an analytics strategy for best-in-class CX. Drive continuous process improvement culture

What are we looking for? :

- Self-starter with a high sense of ownership - Comfortable working with minimal supervision

- High EQ - Ability to empathize as well as get the best out of the CX team

- Hungry to learn and grow - Passion to learn & be a better version of oneself; motivated to succeed

- Bias for action - Have the temperament to experiment and execute in uncertainty

- Hustler - Ability to generate resources to solve a problem

- Intellectual honesty - Always seeking and presenting truth irrespective of personal POV or beliefs

- Mission-oriented - Deeply care about delivering value and making an impact on customer's lives

Desired Background :

- Pedigreed background

- Strong leadership, team building, project management and delegation skills

- Track record to hire, develop, train, and build a high-performing team

- 3+ years' experience in managing support function at a fast-growing company

Benefits :

- Become a part of the early core team

- Competitive salary plus ESOPs

- Work with colleagues from strong backgrounds & hungry to succeed

- Opportunity to interact with and learn from high-pedigree investors & mentors