Overview
Customer Service Manager Jobs in Ahmedabad, Gujarat, India at the EleFant
Title: Customer Service Manager
Company: the EleFant
Location: Ahmedabad, Gujarat, India
Customer Service Manager – Experience & Retention
Location: Ahmedabad | 🐘 the EleFant
About the EleFant
the EleFant is India’s first app-based toy library helping parents give their kids better play experiences without the cost and clutter of buying toys. We operate across multiple cities and are building a category around smarter, screen-free play.
Role Overview
We’re looking for a Customer Service Manager who can go beyond support and own the entire customer experience journey — from onboarding to renewals.
This role is critical to ensuring our customers stay engaged, happy, and continue with us long-term.
What You’ll Do
- Own end-to-end customer experience across onboarding, delivery, swaps, and issue resolution
- Drive customer retention and renewals
- Manage escalations and ensure quick, effective resolution
- Build and optimize customer communication journeys (WhatsApp, notifications, follow-ups)
- Analyze feedback and identify patterns to improve product and operations
- Lead and train the customer support team for consistent, high-quality interactions
- Continuously improve key touchpoints like first box experience and swap experience
What We’re Looking For
- 4–8 years of experience in customer experience / support / retention roles
- Experience in D2C, subscription, or consumer-facing businesses preferred
- Strong communication and problem-solving skills
- High ownership mindset and ability to handle escalations
- Data-driven approach to improving customer journeys
What Success Looks Like
- Higher customer satisfaction (NPS)
- Improved renewal and retention rates
- Faster response and resolution times
- Reduced escalations and better customer engagement
Why Join Us
- Direct impact on customer experience and retention
- Work closely with founders and growth team
- Opportunity to build systems and processes from the ground up
- Fast-paced environment with real ownership
Apply Now
If you believe customer experience is more than just support, we’d love to hear from you.
