Executive-Service
pointo
Senior Manager - Customer Satisfaction & Retention
pointo· Founder's Office
About this role
Roles and Responsibilities:
1. Build the CSAT function from scratch
● Design the actual workflow: how a complaint comes in, where it gets logged, who
touches it, how it gets closed.
● Set up and own the shared tracker/tool the Support Executives log
● Establish the team's weekly rhythm — stand-ups, complaint reviews, pending-
issue check-ins.
2. Report driver satisfaction metrics weekly to the Founder's Office
● Track and report: complaint volume, resolution time, first-response time, repeat-
complaint rate, and overall satisfaction trend.
● Bring not just numbers but patterns
3. Own relationships with Collections, Tech, and Field Ops
● When complaint themes point to a payment/EMI issue → loop in Collections.
● When it's an app or battery performance issue → loop in Tech.
● When it needs a physical visit or hardware fix → loop in Field Ops.
● This person is the connective tissue between "driver said X" and "the right
internal team is now aware and acting."
4. Act as final escalation owner
● Anything the 2 Support Executives can't resolve in 24 hours lands here.
● Decides whether an issue needs to go further (e.g., to leadership) or can be
closed at this level.
● Personally handles sensitive, high-risk, or VIP-driver situations.
Qualifications & Requirements
1. Experience: 3–6 years in customer experience, customer success, or
operations management. Prior experience setting up a function from scratch (not
just running an existing one) is a strong plus.
2. Skills: Comfortable working with data — should be able to build and read a
simple report without hand-holding. Strong written and verbal communication,
since this person reports directly to the Founder's Office every week.
3. Language: Hindi/Bengali fluency is a strong plus, since most front-line
complaints will come through in these languages and the Manager needs to be
able to spot-check conversations directly.
4. Soft requirements: Process-oriented (this is a build-from-zero role, so structure
matters), comfortable owning a function with high visibility to founders, calm
under pressure when escalations land.
Frequently Asked Questions
What is the salary for the Senior Manager - Customer Satisfaction & Retention role at pointo?
The listed salary for this Senior Manager - Customer Satisfaction & Retention position at pointo is INR 800K–1000K. This is an FULL TIME role.
Where is the Senior Manager - Customer Satisfaction & Retention position at pointo located?
This Senior Manager - Customer Satisfaction & Retention role at pointo is based in Bengaluru, KA, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Manager - Customer Satisfaction & Retention role at pointo full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Senior Manager - Customer Satisfaction & Retention role in the Founder's Office department at pointo.
Which team or department does the Senior Manager - Customer Satisfaction & Retention at pointo belong to?
This Senior Manager - Customer Satisfaction & Retention position is part of the Founder's Office department at pointo. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Manager - Customer Satisfaction & Retention position at pointo?
Click the "Apply Now" button on this page. You will be redirected to pointo's official application portal hosted on keka where you can submit your application directly.
When was the Senior Manager - Customer Satisfaction & Retention job at pointo posted?
This Senior Manager - Customer Satisfaction & Retention position at pointo was posted on Jul 21, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Manager - Customer Satisfaction & Retention
pointo · 💰 INR 800K–1000K
You'll be redirected to pointo's official application page on keka.