Overview
Lead CRM (Customer Relationship Management) to build and run Glance’s end-to-end customer query, complaint, and concern resolution infrastructure.
What you'll do
- Architect an end-to-end CRM system covering intake, categorisation, routing, resolution, and feedback loops.
- Evaluate and deploy CRM/helpdesk platforms including Zendesk, Freshdesk, Salesforce Service Cloud, and HubSpot Service Hub.
- Design automated workflows for ticket triage, SLA enforcement, escalation triggers, and resolution tracking.
- Set up AI-powered auto-reply, deflection, chatbots, canned responses, and knowledge-base self-service.
- Create omnichannel intake across email, in-app, web forms, social media mentions, and voice into a unified agent workspace.
- Build reporting and analytics for customer health (ticket volumes, CSAT/NPS, resolution times, trends, root-cause).
- Establish escalation tiers (L1/L2/L3) with cross-functional handoff to Product and Engineering.
What you'll need
- 3–5 years of experience in CRM management, customer operations, or customer success.
- Hands-on experience administering at least one enterprise CRM/helpdesk platform (Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot Service Hub).
- Proven ability to design complex automated workflows for routing, SLA escalations, auto-replies, and resolution pipelines.
- Strong complaint management expertise across omnichannel intake, intelligent triage, root-cause analysis, and closed-loop feedback.
- Experience building leadership reporting dashboards using native CRM analytics, Looker Studio, Power BI, or similar.
- Data-driven decision-making with comfort in SQL or spreadsheet-based analysis for CRM data.
Nice to have
- Experience with AI-powered CRM features such as intelligent triage, sentiment detection, auto-categorisation, and AI agent deployment.
- Familiarity with integration middleware and APIs (Zapier, Make, Power Automate) to connect CRM to internal systems.
- CRM platform certifications (e.g., Zendesk Administrator, Salesforce Service Cloud Consultant, HubSpot Service Hub).
- Experience routing social mentions into the CRM using tools like Sprinklr or Sprout Social.
- Knowledge of VoC programmes and NPS/CSAT survey design.
Details
Read the full description and apply on the company’s own careers page.
