ONN Bikes - Head - Customer Success

About Us:

- ONN is one of India's fastest-growing shared mobility companies, dedicated to making mobility simple, smart, and convenient for millions.

- With nine years of industry experience, we have become a trusted mobility partner, delivering certainty (98% of bookings served on time), convenience (instant bookings with hyperlocal pickup points), costeffectiveness (fares starting at just - 8/hr), and carbon-neutrality (eco-friendly electric bikes for a greener future).

- Having served 3.3 million rides for over 1 million satisfied customers, we provide the freedom of mobility without the financial burden of ownership, ensuring cost-effective and efficient mobility solutions whenever and wherever needed.

- Our team is passionate about developing long-term solutions that advance ONN Bikes' mission of providing access to affordable, connected and sustainable mobility solutions for all.

- What we have in common is our restlessness, our impassioned spirits, and the zest to enable mobility as a fundamental right.

The Interesting Challenge:

- Creating value through innovation and reinventing service delivery benchmarks.

- Ensuring "Customer first" always in all situations.

What you'll offer us:

- Ability to monitor, manage escalations and provide resolutions with a sense of urgency while ensuring zero issue-based churns.

- Advocating and managing user relationships and engagement through multiple converging programs and virtual events.

- Gathering, collating and communicating on field user experience and feedback to concerned teams for action.

- Cross-functional collaborations with tech, ops, marketing, and strategy.

- Mapping and designing various user touch points to create an experiential service delivery online and offline.

- Minimising bike discovery, booking, and access bottlenecks.

- Constantly check, ascertain and ensure benchmark quality in final services delivery.

- Coordinating communication, marketing, user retention, and promotions with stakeholders.

- Leveraging data to drive user decisions.

- Owning demand-side deliverables and constraints.

What you'll bring to the table:

- Minimum 4 years of experience in consumer-facing products and services.

- Problem-solving skills with strategic and tactical experience.

- Excellent team management with a strategic outlook.

- Strong interpersonal skills with a proven ability to take initiative and build strong productive relationships with all stakeholders and users.

- Graduation with a strong proven track record in Customer Success.

- MBA degree from a Tier-1 institute will be preferred.

- Motivated and driven to take on additional responsibilities with a sense of urgency.

- Willingness to learn and work in a hyper-growth company.

- Comfort with ambiguity and a bias to fill organizational gaps when they occur.

What We Offer You:

- Entrepreneurial experience in a fast-paced startup.

- An opportunity to contribute your bit to society.

- Exposure to the buzzing industries of shared mobility and electric vehicles.

- Personal and professional growth in a fun, supportive & conducive work environment.