EMotorad - Team Lead - Customer Relationship Management (3-4 yrs)

About EMotorad:

- We see ourselves as a bunch of crazy maniacs who refuse to understand "It Can Not Happen".

- People know us for building the most awesome e-bikes (electric bicycles) but, how we see it is "We believe we are changing the world, one e-bike at a time, and playing a part in bringing India to the Global map for EVs.

- The company aims to bring across top-quality e-Bikes which would currently cost way more in the Indian market at an affordable price utilizing its local sourcing and manufacturing capabilities.

- Let's talk numbers.

- We are currently the market leader in India across the e-bike category and are just on the verge of announcing our series , Having grown from a team of 5 to now 150+ across the globe, from a small garage to now offices across 21 countries and clocking in INR 300+ Cr revenue in first three years of operations.

- We have raised series B from global investors.

- We think this is a great start to our exciting journey.

- Come, join us, help us transform the world, mobility and have a blast while doing it! Think you are the right fit? Feel free to apply!!.

Position Overview:

- We are looking for an experienced and dynamic CRM Team Lead with 3-4 years of experience to join our team in the Electric Vehicle (EV) industry.

- The ideal candidate will be responsible for leading the CRM team, overseeing commissioning activities, managing agents, and handling level 1 escalations.

- The role demands a strong communicator with hands-on experience with CRM and helpdesk software, and a deep. understanding of customer needs within the EV space.

Key Responsibilities:

- Lead CRM Operations: Oversee day-to-day CRM operations, ensuring the system is functioning smoothly and meeting customer requirements.

- Team Management: Lead and manage a team of CRM agents, providing guidance, training, and support for their professional development.

- Commissioning Oversight: Lead the commissioning process, ensuring successful CRM tool implementations and optimizations for the team and business needs.

- Escalation Management: Handle and resolve level 1 customer escalations, ensuring timely and effective solutions while maintaining high customer satisfaction.

- CRM Optimization: Work hands-on with CRM and help desk software, identifying and implementing improvements to enhance efficiency and user experience.

- Reporting & Analysis: Monitor CRM performance and generate regular reports for senior leadership on team performance, issues, and opportunities for improvement.

- Cross-functional Collaboration: Collaborate with other departments (Sales,. Support, Technical) to ensure CRM processes align with business goals and customer expectations.

Qualifications & Skills:.

- Experience: 3-4 years of experience working with CRM systems, including hands-on experience with CRM or helpdesk software (e. , Salesforce, Zoho,. HubSpot, Zendesk).

- Industry Knowledge: Preferably experience in the Electric Vehicle (EV) industry or a related field, with an understanding of customer needs and challenges in this space.

- Communication: Excellent verbal and written communication skills; ability to articulate complex information to both technical and non-technical stakeholders.

- Problem-Solving: Strong problem-solving skills, with the ability to handle customer complaints and escalations professionally and effectively.

- Leadership: Proven experience in leading and motivating a team, fostering collaboration, and driving performance.

- Technical Skills: Comfortable using CRM software, help desk platforms, and basic analytics tools.

- Customer-Centric Mindset: A commitment to delivering exceptional customer service and maintaining customer satisfaction.

- Adaptability: Ability to thrive in a fast-paced, evolving environment with a focus on continuous improvement.

Preferred Qualifications:.

- CRM Tools Expertise: Familiarity with multiple CRM platforms, automation tools and integrations.

- EV Industry Insight: Prior experience working within the Electric Vehicle (EV) sector or related technology-driven industries.