Customer Experience Executive

Background

Praan (Praan, Inc.) is an impact focused deep-tech startup democratizing clean air using breakthrough filterless technology. The company is backed by top tier VCs and CXOs globally and currently operates between the United States and India. Our team puts extreme attention to detail and loves building technology thats aspirational. Praans team and culture is positioned to empower people to solve large global problems at an accelerated pace.

Why

Everyone worries about the dooms-day in climate change which is expected to occur in the 2050s. However, theres one dooms day which is the reality for millions of people around the world today. Air pollution takes more than 7 Million lives globally every single year. Over 5% of premature children death occur due to air pollution in developing countries. Everyone has relied on governments or experts to solve the problem, but most solutions up until today have either been too expensive or too ineffective. Praan is an attempt at making the future cleaner, healthier, and safer for the generations to come.

• Serve as the primary point of contact for Praans customers across phone, email and chat, ensuring a consistent, high-quality experience for both B2B and B2C clients
• Take end to end ownership of customer interactions, with a strong focus on resolution, clarity and responsiveness rather than transactional query handling
• Manage the post-purchase customer lifecycle, including order tracking, delivery coordination, installation scheduling and ongoing service support
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  Coordinate closely with logistics partners and field technicians to ensure timely and efficient delivery, installation and servicing of Praans products
• Identify, investigate, and resolve customer issues related to installation, servicing, product performance, shipping discrepancies and payments with a structured and detail-oriented approach
• Collaborate cross functionally with manufacturing, engineering and operations teams to escalate and resolve complex issues, while contributing to long-term process improvements
• Develop a strong understanding of customer behavior and product usage patterns by analyzing customer interactions, service data and feedback
• Leverage data-driven insights to identify recurring issues, anticipate customer needs, and recommend improvements in product, service and operational workflows
• Identify potential sales opportunities through customer interactions, qualify inbound interest, and ensure structured handover of relevant leads to the sales team for further engagement
• Demonstrate empathy and professionalism in all interactions, particularly in high priority or sensitive situations, ensuring customer concerns are acknowledged and addressed effectively
• Maintain accurate and well structured records of customer interactions, service requests, installation timelines and lead tracking to support operational efficiency and decision-making
• Continuously build and maintain in depth product knowledge to provide accurate guidance and effective troubleshooting support

Skill Requirements

• Proven customer support experience, with a preference for dealing with both B2B and B2C clients
• Excellent written and verbal communication skills, with the ability to interact confidently and professionally with a diverse set of customers, including HNIs, UHNIs and CXO-level stakeholders
• Strong problem solving abilities with high attention to detail, particularly in operational and service related contexts
• Ability to manage multiple responsibilities in a fast-paced, dynamic environment
• High emotional intelligence, with the ability to handle complex or sensitive customer interactions with composure and empathy
• Strong coordination and organizational skills, especially in managing delivery schedules and technician visits
• Comfort working with data, including identifying trends, understanding customer behavior, and supporting data-informed decisions
• Ability to collaborate effectively with cross-functional teams
• Strong phone handling and active listening skills

Praan is an equal opportunity employer and does not discriminate based on race, religion, caste, gender, disability or any other criteria. We just care about working with great human beings!