
Job Summary:
We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.
Responsibilities:
- Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.
- Set performance goals for the team and ensure that they are met or exceeded.
- Define and implement a scalable support model to accommodate growth and changing customer needs.
- Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.
- Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.
- Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.
- Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.
- Train and coach agents on effective communication and problem-solving techniques to improve their performance.
- Build and maintain strong relationships with customers to ensure loyalty and retention.
- Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.
- Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.
Qualifications:
- Bachelor's degree in business, management, or a related field.
- Minimum of 5 years of experience in customer support or related fields.
- Experience building and managing a team of agents in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Strong analytical skills with the ability to analyze data, identify trends, and develop insights.
- Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Knowledge of Agriculture Products and Farming is a plus.
- Knowledge of the Monarch product line or similar technical field is a plus.
- Flexibility to work in different time zones.

About Monarch Tractors India
About
The Monarch Mission
"It is difficult to go green, when you are in the red."™
Monarch Tractor is a mission driven company that is committed to elevating farming practices to enable clean, efficient, and economically viable solutions for today’s farmers and the generations of farmers to come.
We are collaborative partners with a farmer first approach to innovation.
✔️100% Electric
✔️Driver Optional
✔️Data-Driven
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We are backed by marquee VC investors – Elevation Capital and Matrix Partners – to realize this mission. We started with three co-founders who have a pedigreed education (IIT/IIM) and professional background (Nomura, Goldman Sachs, Morgan Stanley, Barclays, Matrix Partners).
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● Data and Business Analysis:
○ Lead and manage key analytical initiatives to evaluate and expand the business realized (or GTV) from our products and services
○ Closely work with the internal stakeholders to understand data requirements and make the internal platforms and product live
○ Work closely with the Product and Tech team to onboard new institutes on our tech platform
○ Create independent analysis to identify gaps in current systems and optimize data processes
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● Expertise in Excel and SQL and familiarity with Python
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● Outstanding written and verbal communication skills
● 1-3 years of experience working in analytics or data operations in Fintech or consumer internet domain (desirable but not a requirement)
✅Measures Of Outcomes
● Schedule adherence to tasks
● Number of business processes changed due to vital analysis
● Number of stakeholder appreciations/escalations
🤩 Benefits
● Becoming a part of the early team
● Competitive salary
● Work with colleagues from strong backgrounds & hungry to succeed
● Opportunity to interact with and learn from high-pedigree investors & mentors -
○ VCs: Tiger Global, Elevation Capital (erstwhile SAIF Partners), Matrix Partners
○ Select angel investors: Kunal Shah, Nithin Kamath, Amit Ranjan
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● Role: Analyst/Associate
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