Assistant Manager – Customer Support & Experience

About Yulu

Yulu is India’s leading shared micro-mobility platform, revolutionizing urban transportation through smart, sustainable, and electric-first mobility solutions. With a rapidly growing fleet of tech-enabled electric two-wheelers and a robust battery-swapping infrastructure, Yulu makes last-mile commutes not only efficient but also planet-friendly.

Our IoT-driven platform and smart electric vehicles are helping cities reduce traffic congestion and carbon emissions while empowering millions with affordable and reliable transportation.

Backed by industry giants like Bajaj Auto and Magna International, Yulu operates at the intersection of mobility, technology, and sustainability. Our mission is to reduce congestion, cut emissions, and transform how India moves — one ride at a time.

With millions of rides completed, thousands of EVs on the road, and a rapidly expanding footprint, we’re not just building EVs — we’re building the future of urban mobility in India.

🔗 Learn more: www.yulu.bike

Role Summary:

We are looking for a detail-oriented and proactive Operations & Automation Executive to join our team. This role demands proficiency in PowerPoint, Excel, analytics, and chatbot management. You will play a critical role in supporting internal operations, driving efficiency, and enhancing our customer support automation.

Key Responsibilities:

• Presentation & Reporting:
• Build and maintain impactful PowerPoint presentations for internal and external stakeholders.
• Translate data insights into visual formats for monthly/quarterly business reviews.
• Data & Analytics:
• Work with large datasets using Excel (pivot tables, VLOOKUP, data visualization, etc.).
• Analyze trends from customer interactions and support data to generate actionable insights.
• Support weekly/monthly dashboards for leadership reviews.
• Chatbot Management:
• Own and update chatbot content, flows, FAQs, and fallback scenarios.
• Collaborate with CX and product teams to identify new opportunities for automation.
• Monitor chatbot performance metrics (such as drop-offs and resolution rates) and drive continuous improvement.
• Cross-functional Coordination:
• Liaise with internal teams (CX, product, tech) to ensure chatbot and reporting alignment.
• Work closely with outsourced partners for operational consistency and data integrity.

Requirements:

• 2–4 years of relevant work experience in operations, analytics, or automation.
• Advanced Excel skills (data cleaning, formulas, pivoting, charts).
• Strong PowerPoint skills with a good design sense.
• Hands-on experience managing chatbots (e.g., Yellow.ai, Intercom, Freshchat, or similar platforms).
• Analytical mindset with a strong eye for detail.
• Comfortable working in fast-paced, high-growth environments.
• Basic understanding of customer support metrics and automation tools is a plus.

Preferred Qualifications:

• Experience in a B2C or mobility/tech startup environment.
• Working knowledge of Google Sheets, Looker Studio, or SQL (optional but preferred).