Wishlink - Program Manager - Customer Experience (3-9 yrs)

About Wishlink

Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.

Team and Investors

We're 3 founders, Chandan, Shaurya, and Divyansh, with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram. We have recently raised a series A round of $7M, led by Fundamentum & Elevation Capital.

Why Join Us?

Exciting Problem

The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.

Immense Scale

In just 2 years of existence, Wishlink is used by over 800k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.

Stellar Team

Wishlink is all about its people. Our business and engineering teams are young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun!

Growth Opportunity

We have grown remarkably in the last 4 months and are doing a monthly GMV of over Rs. 150cr. We are working with over 10,000 content creators and 250+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.

Wishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.

What would you be doing?

- Own the mission and overall roadmap of Creator Experience across all touch points

- Lead the Creator Support Team: Manage a 8+ membered team of support leads and executives to ensure all targets (FRT, QRT, CSAT etc)

- Build robust systems and processes to ensure seamless query resolution via support

- Constantly update the knowledge base required for support teams

Automate support processes and responses by using gen AI tools

- Measure NPS: Track Net Promoter Score regularly and identify promoters, detractors including pain points and opportunities for improvement.

- Improve NPS: Plan & execute multiple strategic projects across Wishlink solving for detractors, thereby having a direct impact on NPS

- Collaborate with cross-functional teams at Wishlink across multiple key projects and be the advocate for creator experience at Wishlink

What are we looking for?

- Bachelor's/ Master's degree from Tier-1 colleges Engineering, Finance, Economics, or a related field

- 3-5 years of experience as a Program Manager, Founder's Office, EIR, Chief of Staff at a fast-paced startup (or) as a Consultant at a top-tier Consulting firm

- Professional experience in customer experience/customer success roles (Preferable)

- Leadership and effective stakeholder management capabilities

- Ability to build scalable processes and streamline workflows in a cross-functional setup

- Excellent analytical skills with the ability to interpret data and provide actionable insights

- Awesome communication skills, to ensure effective cross-functional collaboration

- Ability to navigate through dynamic, fast-paced work environment of an early-stage startup (super important)

- Open to learning new stuff (super important)

- Humble, kind, and open to feedback (super duper important)

- Understanding of the creator economy and passion for helping creators succeed (good to have)

Perks and Benefits

We are committed to providing the best environment for you to thrive in. To help with this, we have the following benefits available for all our employees.

- Competitive Salary, Generous ESOPs, and Relocation Bonus

- Learning & Development Programs with a Dedicated Budget

- Company sponsored newsletters and books

- ChatGPT Subscription

- Regular Team Outings

- Discounted Health Plans & Gym Memberships

- Industry insights on growing your social media if you are a (aspiring) creator

Team

Shaurya Gupta - Founder & CEO

Divyansh Ameta - Founder & COO

Chandan Yadav - Founder & CTO

Support Team

Divyansh Ameta- Hiring Manager

Adithyaa Sriram

Ayesha Prasad

Bhawna Sharma