National Head - Customer Experience

Bangalore, Karnataka
Permanent
Full-time

15 days ago
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You will be working with the After Sales Team in Bengaluru.This team runs on a hustle mindset with an objective to increase Exponent Energy’s market share in the city of Bengaluru and beyond and help more people adapt to 15-minute rapid charging technology achieved by our Flexible Energy Stack, which consists of the e^pack (battery pack) and e^pump (charging station).Our philosophy: Break. Believe. BuildBreak stuff. Break assumptions. Break the thumb rule.Believe in the team. Believe in the process. Believe through failures.Build fast. Build passionately. Build to simplify.Role OverviewThe Customer Champion is a central figure in our Customer Experience team, under the After Sales and Service group. This role is responsible for managing the end-to-end customer lifecycle for both B2C (approx. 70%) and B2B (approx. 80%) segments, ensuring market-leading satisfaction, proactive problem resolution, and championing the customer’s voice in product and service development.Key ResponsibilitiesMonitor and Drive Customer Satisfaction:Track, analyze, and accelerate improvement of customer satisfaction metrics, pushing them towards organizational targets.Customer Problem Discovery/Resolution:Serve as the bridge between customers and internal teams by identifying, investigating, and helping prioritize resolution of customer pain points. Sign-off on priorities for customer-focused solutions in the development roadmap.Voice of Customer (VoC) Management:Own the end-to-end management of VoC programs and inbound customer issues nationwide, using systemic approaches to collect, synthesize, and escalate feedback from both B2B and B2C clients.Outbound Customer Communication:Manage proactive, high-impact outbound communications (updates, recalls, service info, etc.) to the customer base across India, ensuring clarity, transparency, and trust.Ideal Candidate ProfileExperience & Domain:6-8 years of experience in a customer-facing role within the automotive, mobility, or related technology sectors. Proven success in customer advocacy/customer success or after-sales functions, with preference for experience in EV eco-system or automotive after-sales.Skills & Tools:Advanced problem-solving and analytical skills. Hands-on with customer experience management and VoC tools/platforms.Ability to design and run scalable communication and feedback programs.Strong written and verbal communication skills, with proficiency in English and regional Indian languages (preferred).Cultural Traits & Core SkillsHigh Empathy: Deeply curious about customer journeys, needs, and Frustrations.
High Intelligence & Problem Solving: Approaches issues analytically, unafraid to challenge assumptions, always seeking scalable Solutions.
Cross-Functional Collaboration:Partners easily across engineering, product, sales, and marketing to drive change. Systematic & Scale Mindset: Designs processes for efficiency and consistency as the company grows.
Transparency:Communicates openly, builds trust, and drives Accountability.What matters:Quality of workApproach towards problem-solvingDissatisfaction towards mediocre workResilient attitude to bounce back after failingAbout UsExponent simplifies energy for EVs.Co-founded by Arun Vinayak (Ather Energy's Founding Partner & Former Chief Product Officer) and Sanjay Byalal (Former hardware strategic sourcing and cell strategy lead, Ather and Former Supply Chain Lead, HUL), Exponent focuses on solving two sides of the energy problem by building the e^pack (charging station) and e^pump (battery pack) which together unlock 15-min rapid charging.The 200+ strong team of passionate builders have a ton of EV experience and are currently looking for more builders to join one of the best EV teams in India to build & scale Exponent.

Exponent Energy