Customer Experience Lead

About Us:

At Vahan we are building the first AI-powered recruitment marketplace for Indias 300 million-strong blue-collar workforce opening doors to economic opportunities and brighter futures.

Already Indias largest recruitment platform Vahan is supported by marquee investors like Khosla Ventures Y Combinator Airtel Vijay Shekhar Sharma (CEO Paytm) and leading executives from Google and Facebook.

Our customers include names like Swiggy Zomato Rapido Zepto and many more. We leverage cutting-edge technology and AI to recruit for the workforces of some of the most recognized companies in the country.

Our vision is ambitious: to become the go-to platform for blue-collar professionals worldwide empowering them with not just earning opportunities but also the tools benefits and support they need to thrive. We aim to impact over a billion lives worldwide creating a future where everyone has access to economic prosperity.

If our vision excites you Vahan might just be your next adventure. Were on the hunt for driven individuals who love tackling big challenges. If this sounds like your kind of journey dive into the details and see where you can make your mark.

About the Role:

As a Customer Experience Lead you will be responsible for ensuring seamless interactions between our platform and users by improving processes resolving escalations and driving an exceptional customer experience. You will work closely with internal teams to design and implement best-in-class customer service strategies analyze user feedback and implement data-driven improvements.

If youre passionate about delivering high-quality customer experiences and thrive in fast-paced environments this role is for you.

What youll be doing:

• Act as the owner of customers journeys: Create monitor and optimise the journey for each customer segment with Vahan

• Act as the voice of the customer: Understand the requirements of each customer segment in depth and work with internal teams to enhance experience

• Run support for Vahan: Develop scalable practices lead a high performance team and deliver quality experience at scale

• Automation & Self-Service Enablement: Implement AI-driven solutions and self-service options that empower customers while improving efficiency

• Collaboration with Internal Teams: Work closely with product operations and tech teams to improve customer journeys and address pain points effectively

• Data-Driven CX Improvements: Leverage customer insights behavior patterns and feedback to refine journeys boost engagement and improve key CX metrics

• Performance Monitoring & Continuous Improvement: Track key CX metrics such as NPS CSAT retention and drive initiatives for long-term success

Youll Thrive in This Role If You:

• Have 5-8 years of experience in customer experience operations or service design roles.

• Possess strong problem-solving skills and a data-driven approach to decision-making.

• Have excellent communication and stakeholder management skills with the ability to collaborate across teams.

• Are detail-oriented ensuring that no customer issue is overlooked.

• Thrive in fast-paced high-growth environments and take ownership of customer-centric projects.

At Vahan youll have the opportunity to make a real impact in a sector that touches millions of lives. Were committed to not only advancing the livelihoods of our workforce but also taking care of the people who make this mission possible. Heres what we offer:

• Unlimited PTO: Trust and flexibility to manage your time in the way that works best for you.

• Comprehensive Medical Insurance: Weve got you covered with plans designed to support you and your loved ones.

• Monthly Wellness Leaves: Regular time off to recharge and focus on what matters most.

• Competitive Pay: Your contributions are recognized and rewarded with a compensation package that reflects your impact.

Join us and be part of something biggerwhere your work drives real positive change in the world.