Customer Experience Manager

About the Company

Hoora is a full-stack vehicle care platform built to simplify how India maintains and manages its cars and bikes. Positioned as India’s #1 Car & Bike Care App, Hoora brings every essential automotive need into one seamless ecosystem. From doorstep car and bike wash to end-to-end service, insurance support, challan management, and a curated marketplace for products and accessories, Hoora functions as a complete 360° vehicle companion. Powered by technology, on-demand logistics, and trained professionals, the platform replaces fragmented automotive experiences with one integrated solution. Hoora’s mission is simple: make vehicle ownership effortless, accessible, and reliable, whether it’s routine cleaning, urgent servicing, compliance needs, or upgrading your ride.

Job Mission

• Hoora is India’s leading doorstep car and bike care brand, operating in 60+ cities and serving over 1,00,000+ customers.
• We are redefining auto-care with innovative tech, eco-friendly solutions, and convenience.

Role Overview

• We are looking for a Customer Experience Manager to lead our telecalling team focused on re-engaging users who drop off after installing the app or do not return after their first purchase.
• This role involves gathering, analyzing, and reporting user feedback to help the management team make data-driven decisions that improve conversion and retention rates.

Key Responsibilities

• Lead, mentor, and manage a team of telecallers to re-engage drop-off and non-repeat users.
• Ensure the team follows standardized scripts and communication guidelines for consistent quality.
• Collect detailed and actionable feedback from users.
• Identify patterns, recurring issues, and improvement opportunities from user responses.
• Prepare clear weekly reports highlighting findings and recommendations for management.
• Collaborate with marketing and product teams to suggest solutions that improve customer retention.
• Train the telecalling team to ask the right questions and extract meaningful insights.

Requirements

• 3–5 years of experience managing telecalling, telesales, or customer service teams.
• Strong understanding of user behavior and customer needs.
• Excellent communication, leadership, and analytical skills.
• Ability to create concise, data-backed reports for business decision-making.
• Proficiency in MS Excel/Google Sheets for tracking and analysis.

Why Join Us

• Directly influence customer conversion and retention for a growing brand.
• Work closely with marketing and product teams to create impactful changes.
• Opportunity to build and improve customer experience processes from the ground up.

Working Hours

• Monday to Saturday (6 Days) – 10AM to 7PM

Salary