Customer Service Lead

Job Description

About Traya:

Traya is the only company in India that provides a holistic treatment for hair loss by

targeting its root causes. We provide personalised plans that are prescribed by doctors with

trusted ingredients. More than 2,00,000 customers are on the Traya regime and have seen

desired results.

Our journey began with one of our founders, Altaf, who approached a number of doctors

specialising in Ayurveda and Dermatology in search of a fortified, long-lasting solution to

hair loss. As we progressed, we encountered hundreds of clinical trials, scientific research

papers and cracked the science behind hair loss and how it can be managed with utmost

efficiency. Were here with a vision that drives us to find the best cure for our clientele and

help them live a happier and better life.

Root Causes: Hair loss is complex and cannot be treated unless one addresses the root

causes of hair loss. We believe that one product cannot bring about significant

results, which is why we offer holistic treatment plans that remedy your underlying root

causes.

Doctor Prescribed: Doctors are involved right from the start and we make sure that it stays

Ayurveda and Nutrition who work together on formulating the best hair loss treatment.

Customised Plans: We strongly believe that no two cases are the same and so weve

incorporated it into the way we treat hair loss. Our products are altered according to

clientele needs and requirements.

Roles & Responsibilities:

• Complex roaster management
• Manage a 100 members team for different projects
• Develop and implement strategic plans for customer by aligning with the business needs
• Identify tech related issues and identify to solve those
• Set performance goals and metrics for team members
• Present operational reports
• Manage hiring requirements with the HR
• Identify problem statements to escalate them

What we are looking for:

• Bachelors degree in engineering, business, marketing, computer science, or related
• field
• 4-5 years of experience in Customer Success Management - Familiarity with Customer Support to drive a consultative approach to customer interactions
• Should be highly customer support oriented (CSAT is the key metric)
• High on outcome first approach, ownership and ability to drive things independently
• Hands on experience with leading large sales / ops teams (100+)
• In-depth knowledge of performance metrics / KPIs
• Advanced Excel skills for analysing large data sets
• Proven ability to work independently and meet deadline
• Experience with CRM tools (e.g., Salesforce and Gainsight)
• Positive attitude and high willingness to learn