Assistant Manager CX & Customer Retention

Im hiring an Assistant Manager for Customer Support and Relationship Management at LifeGuru.

Our mission is to be the most authentic partner for a billion+ spiritual journeys. Were not just an app. Were a team making sure every ritual and consultation is done with the highest standard of devotion.

We treat every Puja and Chadhava as a moment of trust, not a transaction. When a devotee has a question, a worry or a problem, this team is the voice of LifeGuru. Get it right, and a first-time booking becomes a family that trusts us with every ritual that matters to them.

This role is measured on devotees coming back, not just tickets closed.

What youll own

- Team leadership: Help hire, train and coach a team of 15+ across Customer Support and Relationship Management. Run daily operations: shifts, queues, quality checks and escalations.

• - Customer support: Make sure every query, on WhatsApp, calls or in the app, gets a fast, warm and accurate answer. Own response time, resolution time and escalations.
• - Relationship management and retention: Build lasting relationships with our repeat and high-value devotees. Drive repeat bookings, not just CSAT.
• - Metrics: Track and improve CSAT, NPS, first response time, resolution rate and repeat booking rate.
• - Voice of the devotee: Turn complaints, requests and patterns into clear input for product, tech and operations, and follow up until things get fixed.
• - Playbook and tools: Write and improve SOPs, scripts and quality standards. Help product and tech test new workflows, CRM tools and dashboards.

How it works

• - Full-time, on-site in Pune
• - Report to our Relationship Management lead and work closely with the founders
• - Competitive salary + meaningful ESOPs

Youll do well here if

• - You have 3–5 years in customer support, customer experience or relationship management, including at least 1–2 years leading a team.
• - Youve managed support or RM teams on WhatsApp, calls or chat, and know how to keep quality high as volumes grow.
• - Youre comfortable with numbers: Google Sheets / Excel, dashboards, and using data to coach your team.
• - You speak Hindi and English well. Marathi or another Indian language is a bonus.
• - Youve worked with product or tech teams to fix what customers complain about.
• - Bonus: experience in a consumer startup, e-commerce, D2C, travel or a services marketplace.