FloBiz - Associate Director - Customer Experience

About FloBiz | myBillBook
FloBiz is a fast-growing SMB Tech startup on a mission to help small businesses grow with cutting-edge tech like AI. We dream of a world where every small business runs like a modern tech startup-efficient, data-driven, and scalable. Our goal? To make business operations simpler, faster, and smarter for SMBs with our easy-to-use digital solutions. We're a lean, high-impact team that moves fast, innovates constantly, and puts users first. We believe in autonomy, creativity, and zero bureaucracy-just great work and great people.
myBillBook is India's leading billing and accounting platform designed to empower SMBs. From busy metro cities to small towns, millions of business owners use myBillBook daily for billing, accounting, and inventory management. It's more than just a tool-it's a lifeline that helps them run their businesses efficiently.
About the Role:
You will be the driving force behind FloBiz's support organisation-growing our people, perfecting our processes, and ensuring every customer interaction ends with a smile.
What You'll Do
- Adopt AI- Innovate and adopt key AI tools in our day to day operations in order to provide efficient & delightful customer experience.
- Grow the Team - Guide and expand our team leaders and agents while partnering with Product, Engineering, Finance, and Growth to plan future head-count.
- Raise the Bar on Experience - Optimise workflows, tools, and policies so customers receive quick, accurate help every time.
- Own the Vision & Goals - Set team OKRs, share progress, and keep everyone pointed at the same north star.
- Lead by Example - Step into complex cases when necessary and model the high-touch service we expect from every agent.

- Coach & Mentor - Create clear career paths, deliver ongoing feedback, and build a culture of continuous learning.
- Champion Culture - Foster an environment that values performance, trust, collaboration, and a little fun along the way.
What Makes You a Great Fit?
Education: Bachelor's degree in Engineering or a related field
Experience: 8-10 years in support/customer success, with 5+ years running large, high-volume teams.
Analytical Mindset: Comfortable digging into metrics to spot trends and drive improvements.
Communication: Clear, persuasive speaker and writer who can influence executives and frontline employees alike.
Strategic & Hands-On: Able to map long-term plans yet dive into day-to-day operations when needed.
Change Driver: Proven at introducing new ideas and winning buy-in-even when there's push-back.
Forward Thinker: Anticipates future challenges and positions the team to meet them.
Leadership: Track record of building trust, moving fast, and keeping processes simple.
Why You'll Love Working Here?
- Mission-led company empowering millions of Indian SMEs.
- Freedom to design and scale a world-class support function.
- Collaborative, high-energy teammates who value learning.