AI/ML Engineer

We are Hiring Customer Success Manager

Job Title: Customer Success Manager – Travel / OTA / Contact Centre - BPO

Location: Kochi - India

Department: Customer Service / Operations

Type: Full-Time

Job Summary:

We are seeking a seasoned Customer Succes Manager with proven experience in the travel industry (OTA, Contact Centre - BPO, or travel agency) to lead and enhance our customer support operations. The ideal candidate will bring expertise in customer service frameworks such as Six Sigma, Lean, COPC, or ITIL, and a track record of driving service excellence, process optimization, and team performance.

Key Responsibilities:

• Lead & Manage Customer Service Operations: Oversee day-to-day customer service activities across multiple channels (voice, email, chat, and social), ensuring high levels of customer satisfaction.
• Performance Management: Set KPIs, monitor service levels, and implement performance improvement initiatives.
• Team Leadership: Manage, mentor, and develop a team of supervisors, team leads, and customer service agents.
• Customer Journey & Escalation Handling: Analyze customer touchpoints, resolve escalated issues, and implement corrective actions to improve the customer journey.
• Process Optimization: Use Six Sigma, Lean, or other frameworks to analyze current workflows, eliminate inefficiencies, and drive continuous improvement.
• Training & Quality Assurance: Design and deliver training programs and quality assurance processes to maintain high service standards.
• Technology Integration: Collaborate with IT/Product to deploy and improve CRM, helpdesk, or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).
• Reporting & Insights: Generate operational reports, identify trends, and present actionable insights to senior management.
• Compliance & SLA Management: Ensure compliance with service level agreements, data protection policies, and regulatory guidelines.
• Customer Feedback Loop: Implement mechanisms to gather and act on customer feedback (CSAT, NPS, etc.).

Requirements:

• Bachelor’s degree in Business, Tourism, Operations, or related field. MBA preferred.
• Minimum 5–8 years in a customer service leadership role, preferably within online travel agencies (OTA), traditional travel agencies, or BPOs supporting travel clients.
• Strong understanding of contact centre operations, service recovery, and travel domain KPIs (e.g., PNRs, GDS, refunds, reissues).
• Certification in Six Sigma (Green Belt or higher) or other process improvement frameworks (Lean, COPC, etc.) is a strong advantage.
• Hands-on experience with customer service tools (e.g., Amadeus/Galileo + CRM & ticketing tools).
• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Flexible to work in a fast-paced, customer-focused environment, with rotational shift support if needed.

Preferred Skills:

• Multilingual capability (English is a must; Hindi, and/or other languages a plus).
• Prior experience with automation tools, chatbots, and self-service platforms.
• Proven ability to drive CSAT and NPS improvements.
• Experience managing distributed/remote teams.

About Potentiam

Potentiam helps SME companies build world-class offshore teams. Our model is our locations and your dedicated staff under your control. Potentiam have offices in Iasi in Romania, Bangalore and Cape Town, home to large liquid pools of offshore talent working for international companies. Potentiam's management team have had over 15 years' experience in building offshore teams, and have specialist functional expertise to support the transition offshore in technology, finance, operations, engineering, digital marketing, technology and analytics. For decades corporations' scale has enabled them to benefit from the cost and skills advantage of offshore operations. Now SME companies can enjoy a similar benefit through Potentiam without any upfront investment.

Location : Bangalore ( Hybrid)

Experience - 2-5 Years

The key purpose of this role is to be responsible for developing Odoo customizations based on pre-defined task requirements put together by a functional consultant.

The position offers the chance to be an integral part of the whole business and you will be exposed to a wide range of business and use-cases including integrations with 3rd-party software implementations. You will also be involved directly with customers where technical input is required.

Primary Responsibilities:

• Develop robust, efficient and well-structured code based on business requirements.
• Conduct development testing and work closely with the QA testing team.
• Work closely with the Functional Consultants on designing Odoo software solutions.
• Debugging and developing fixes for existing implementations.
• Meet project deadlines and be involved in project review meetings with the project management team.
• Assist with the training and on-boarding of Junior Developers.
• Keep all project / task stakeholders informed through regular documented updates.

Professional Experience:

• 2-3 year's experience with Python and PostgreSQL.
• Experience working with code versioning with Git being preferred.
• Must have experience in Docker.
• Must have experience in Qweb/XML.
• 2-3 years’ experience with HTML/CSS.

• Implement and constantly improve Processes and System to reduce inventory, minimize cost and maximize inventory utilization.
• Responsible for entire inventory movement cycle immediately after the PO is raised at HO.
• Tracking ETD & ETA of all Import Consignments as well as Internal Inventory movement within India Operations.
• Coordinate with Buying Team and Location Teams on Periodic Sales & Inventory Requirement Forecast – at least for a period of 3 months / 1 Qrtr in advance.
• analyze Inventory requirement at location as per Promotion Calendar in coordination with respective Buyer and Track / Monitor Efficacy of each Promotion.
• Interacts with each Location Team and ensure steady flow of valid and valuable feedback on sales and inventory.
• Execute & Maintain Category & Merchandising Planogram as prescribed by respective Buyer.
• Responsible for Setting up and Implementation of Auto Replenishment Process at all locations in coordination with Location team and IS team.
• Formulate, Generate and Share Inventory related MIS reports with HO Functions on periodic basis. For example – Self-life Expiry Report, Stock Availability Report, Flagging all potential alert situation

Lead Software Engineer (Bangalore, Remote option available) 6+ years of experience 

Zepto (www.zeptonow.com)

Why should you look at this role?

Salary 50-65 lakh per annum

Paid leave

Sick leave

Provident Fund

What Else?

• High growth startup in quick commerce space (10 min delivery)
• Given our very high hiring bar, we offer a very competitive salary and substantial equity to create everlasting wealth for our early believers as the company grows.
• Work on real world logistics problems & benefit from the rocket ship Zepto is!

Tech Team: 40-50 (200+ in few months)

About the Employer

Zepto is a fast-growing startup that delivers products in 10 minutes through an optimised network of dark stores that we're building across the country!

Just 6 months after launching, we've raised $160 million from marquee

investors in Silicon Valley and India. Our investors include Y Combinator, Nexus Venture Partners, and many more! We’ve built out one of the best startup teams in India, with Senior Executives from Uber, Flipkart, Dream11, PhonePe, Goldman Sachs, Pepperfry, and institutions like Stanford, INSEAD, IITs, and IIMs.

The magic of Zepto is our ability to consistently deliver 2,500+ products in 10 minutes flat. It's the core of what we do, and the reason why we’ve been able to grow so fast with phenomenal customer love. Our mission is simple: to make 10-minute delivery the new normal.

Funding:

Funding Zepto has raised a total of $160M in funding over 3 rounds.

Their latest funding was raised on Dec 20, 2021 from a Series C round.

Employer Reviews:

“High Ownership, Lots of Learning, Broad Roles, Accessible Leaders”

"Alot of benefits like ZeptoJoy coupon, internet bill reimbursement and cab reimbursement is also taken care of. Overtime is paid."

Reporting structure:

Software Engineer -> Sr Software Engineer -> Lead -> EM -> AD / Director / VP -> Head of Engineering -> CTO

This role would be by and large an Individual Contributor role.

Interview Process:

1. Discussion on past experience and problem discussion based on projects done
2. Low level design
3. High level design

(One of the rounds will test scenario management via case study since it’s a managerial role) 

What You will do Everyday?

• Work very closely with the Tech Leadership and lead end-to-end development.
• Write maintainable/scalable/efficient code.
• Design and architect technical solutions for the business problems of a very large e-commerce portal.
• Work in cross-functional team, collaborating with peers during entire SDLC.
• Follow coding standards, unit-testing, code reviews etc.
• Follow release cycles and commitment to deadlines.

Your Superpowers

• 6+ years of experience in building large scale applications or products.
• A “Bring It On” attitude; bias for action; self-driven, end-to-end ownership; entrepreneurial approach; focus on operational excellence; ability to work with ambiguity.
• Strong in problem solving skills, data structures and algorithms.
• Very good understanding of one or more of RDBMS/NoSQL/Messaging/ Caching technologies.
• Excellent understanding of and coding skills in following technologies: Java
• B Tech/BE in Computer Science or equivalent from a reputed institution.

CLICK HERE TO APPLY: https://forms.gle/v8P54gfPvUZGeJ3u6">https://forms.gle/v8P54gfPvUZGeJ3u6

About Plum

We are making health insurance - simple, accessible and affordable. Hundreds of businesses of all sizes from startups to large corporates trust Plum for their employee's health protection.

Healthcare in India is seeing a phenomenal shift. Healthcare cost is seeing an inflation that is three times the general inflation. Treatments of diseases including Covid-19 can wipe out entire household savings. Majority of Indians won't be able to afford a health insurance on their own. As many as 600mn Indians would depend on employer-sponsored insurance.

Enter Plum. Plum is re-imagining the health insurance stack, and accelerating the penetration of health insurance in India to 100%. Plum has forged new underwriting and fraud detection algorithms to enable companies as small as 2 to benefit from a group insurance. The platform enables realtime insurance design & pricing to enable companies to buy insurance in 3-clicks. And offers employees a hassle-free claims experience through an integrated digital process.

Plum is backed by leading global investors including Tiger Global, Sequoia Capital, Tanglin Ventures and Incubate Fund (read more https://www.plumhq.com/blog/plum-series-a-funding">here)

• Design, build, and maintain high performance, reusable, and reliable Java code. 
• Translate designs and wireframes into high quality components and modular code, ensuring the best possible performance, quality, and responsiveness of the application
• Strong advocate of Google’s Android design principles and interface guidelines
• Strong sense of ownership and integrity demonstrated through clear communication and collaboration.Having experience with building and maintaining an open source project or design library is a plus.

• 3 + years of experience of Android SDK, different versions of Android, and how to deal with different screen sizes. 
• Experience with local databases, offline storage, threading, and performance tuningExperience with Kotlin and Jetpack Compose is desirable.
• Familiarity with RESTful APIs to connect Android applications to back-end services
• Familiarity with the use of additional sensors, such as camera, gyroscopes and accelerometers
• Knowledge of the open-source Android ecosystem and the libraries available for common tasks
• Ability to understand business requirements and translate them into technical requirements

Full Stack Developer

PiNimbus is a product engineering and niche technology service provider. We help businesses of different sizes ranging from budding start-ups to large conglomerates with our services and end-to-end solutions.

We are looking for hands-on full stack developer for a challenging and fun filled work of building a workflow automation system for simplifying current manual work.

You will become a part of a dynamic team that is collaborative, cross functional, fast-paced and work hand-in-hand with other developers and product managers. We value long term relationships, growth and well-being of our people and we value our people more than anything.

Roles and Responsibilities:

In this role, you will be creating and supporting Internet scale applications and features using distributed architecture, using a variety of current and new technologies that support the ecosystem such as: React, RXJS, node.js, dynamodb, lambda, mysql, to name a few. In this dynamic role, you will be responsible for the following: 

• Work in an agile environment.
• You will design, develop, write tests, and build applications and features spanning multiple layers - front-end, microservices, serveless, database, messaging queues, workflow system.
• Build Microservices, APIs and service workers.
• Provide thought leadership and propose high performing solutions.
• Refactor and enhance the applications to improve performance and maintainability. 
• Ensure application content and developed code complies with design standards, coding standards, practices and approaches. 
• Continuously address tech debt in the code.
• Work as a team to develop optimal solutions that meet customers and business needs. 
• Support testing, deployment, and monitoring of applications. 
• Unit test, Automate, and take pride and responsibility for the Quality of the work you develop and deliver.

Must have skills:

7+ or more years of demonstrable development experience building software that provides the user with a complete, delightful experience. 

• Understanding of and experience in using RESTful Services and messaging platforms. 
• Good understanding and experience with http/2 protocols.
• In depth knowledge of front-end technologies such as React, CSS/SASS, RxJS. 
• In depth knowledge of backend technologies as Node.js.
• Understanding of dynamodb/MongoDB/couchbase and/or SQL - mysql, postgres. 
• Proficiency with SOLID Principles and Design Patterns. 
• Proficiency with debugging, source control -git, and defect tracking. 
• Proficiency with distributed systems design. 
• Knowledge of AWS, Kubernetes, Docker, CI/CD. 
• Familiarity with unit testing and Test-Driven Design. 
• Familiarity with Domain Driven Design. 

Qualification:

BE/B.Tech or Equivalent degree in Computer Science or related field.