Skydo - Customer Experience Lead

Role & responsibilities:

Experience Roadmap Owner:

- Design and own the Customer experience roadmap across support, communication, product & delight

- Deploy best in class customer experience practices and tools to deliver high quality experience

- Conduct market and competitive research to partner with external vendors for new initiatives

- Maintain vendor performance & relationships and setup SOPs and SLAs with vendor partners

- Lead innovation and automation projects to bring in efficiencies and new offerings

- Providing customer feedback to product and internal teams to steer product enhancements

Experience Operations Owner:

- Define metrics, reporting structures and deliver and improve on Customer Experience KPIs.

- Design, improve the support and communication SOPs across support channels, inter-team coordination.

- Lead the support team and act as an escalation point and backup on all support channels.

- Plan & lead hiring, training and onboarding of customer experience team as the business scales.

Skills:

1. Ability to work in a fast paced environment while ensuring process adherence and customer satisfaction

2. Discretion, diligence and reliability in designing and executing processes

3. Customer empathy to ensure fine balance between process efficiency and customer satisfaction

4. Strong analytical orientation and business judgement to measure process quality, prioritise customer feedback and suggest improvements to product, compliance and sales teams

5. Strong cross-functional collaboration and communication skills with internal and external stakeholders

Preferred candidate profile

1. Experience: Min. 2 years, with hands-on experience in leading teams & leading customer experience projects

2. Education: Engineering background preferred; robust academic track record

3. Effective Communication: Ability to articulate ideas clearly and listen actively, ensuring smooth interactions with customers, partners and team members

4. Analytical Proficiency: Strong ability to analyse data, understand trends, and draw actionable insights. Proficiency in

Sheets/MS Excel and is mandatory. Candidates with experience in SQL will be preferred

Location: Bangalore (in-office) Mon-Fri, with few Saturdays as per business/customer requirements

CTC: 18-20 LPA + ESOPs

About Skydo:

Skydo, a US-headquartered b2b cross-border payments platform, was founded in early 2022 by Movin Jain (2x founder, Product leader, ex-PhonePe) and Srivatsan Sridhar (ex-McKinsey, business leader, ex-Ola, Rupeek). Our product was launched in Nov'22 - to help small Indian businesses collect their export payments globally in a fast, convenient and cost-effective manner. We are solving an acute pain point and seeing strong adoption and retention from our early cohorts. We have grown to over 10,000+ businesses and freelancers, processing over USD 120 million payments annually.