Customer Relationship Management Lead

Responsibilities

• Design and implement a scalable CRM and complaint management system from the ground up
• Evaluate and deploy CRM/helpdesk platforms such as Zendesk, Freshdesk, or Salesforce
• Build automated workflows for ticket triage, SLA enforcement, and escalation triggers
• Set up AI-powered auto-reply systems, chatbots, and knowledge-base self-service portals
• Create omnichannel intake infrastructure across email, in-app, web, and social media
• Define and enforce SLA policies with automated breach alerts and real-time dashboards
• Build a comprehensive reporting and analytics layer for ticket volumes, CSAT/NPS, and resolution times
• Establish a structured escalation matrix with clear ownership tiers (L1/L2/L3)
• Design and maintain a customer-facing knowledge base and FAQ center
• Develop customer lifecycle communication workflows including onboarding and re-engagement
• Ensure data hygiene and compliance with data protection regulations

Requirements

• 3–5 years of experience in CRM management, customer operations, or customer success
• Hands-on experience administering enterprise CRM platforms like Zendesk, Freshdesk, Salesforce, or HubSpot
• Proven ability to design complex automated workflows and multi-step resolution pipelines
• Strong understanding of omnichannel intake and root-cause analysis
• Experience building reporting dashboards using Looker Studio, Power BI, or native CRM analytics
• Excellent communication skills for drafting customer-facing macros and FAQs
• Data-driven approach with comfort in SQL or spreadsheet-based analysis

Preferred Qualifications

• Experience with AI-powered CRM features like sentiment detection and auto-categorization
• Familiarity with integration middleware such as Zapier, Make, or Power Automate
• CRM platform certifications (e.g., Zendesk Administrator, Salesforce Consultant)
• Experience with social media management tools like Sprinklr or Sprout Social
• Background in building customer health scoring or churn prediction frameworks
• Experience in a mobile-first consumer product environment in India

About the Company

Glance AI is an AI commerce platform shaping the next wave of e-commerce with inspiration-led shopping. Operating in 140 countries, Glance AI transforms every screen into a stage for instant, personal, and joyful discovery. Part of the InMobi Group, Glance AI is backed by Google, Jio Platforms, and Mithril Capital.