Meesho - Manager - Customer Experiecne

About the Company:

Meesho is creating the next big e-commerce distribution channel via homepreneurs selling on WhatsApp, Facebook and Instagram. Meesho's network is 20,000+ homepreneurs strong across 150+ cities in India. Meesho is a Y Combinator S16 startup and Series A funded by top VC in India.

We are looking for a Customer Experience Manager

- Coordinate across multiple functions (Operations, Supply, Marketing, Product) internally to get the best experience for our resellers

- Map reseller related processes and identify process gaps. Do a root cause analysis of reseller issues and provide sustainable solution to operational teams

- Proactively identify potential reseller issues and drive mitigation measures

- Lead the reseller support function for customer returns and customer refusal products. Forecasting reseller Issues and plan capacity accordingly

- Uses various forms of communication, conducts audits and check performance level to achieve expectations on SLA parameters/production

- Responsible for production, quality & crisis management for the teams, analyze volume trends, track and report productivity metrics

- Develop robust metrics that communicate the performance of the group across multiple dimension

What we look for:

- 3+ yrs of experience in e-commerce industry (fashion industry preferred)

- Strong Analytical and Problem solving skills

- Startup Cultural Fit: willingness to learn, to innovate, to take initiative, to think beyond conventional dogma, ability to work in a 

flat organisation.

- Excellent written and verbal communication skills

- Empathetic approach towards user

- Hustler i.e. one who can go to any lengths to get the job done

- Proven track record of finding innovative solutions to business problems