HR Manager - NGO

Opportunity

As a Technical Support Specialist, you will provide the highest level of support to every customer, through every interaction. You will work closely with other teams (onboarding, customer success, and engineering) to ensure that customer accounts have the technical support necessary to be set up for success. You will manage and troubleshoot third-party integrations, build and use technology resources for the Customer Experience and Solutions team, and act as an escalation point for the rest of the team.

We’re looking for someone who is highly-motivated and detail-oriented. You’re also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you’re incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop. 

Our perfect team member has a customer-first attitude with a strong sense of empathy. More importantly, you have a natural curiosity and aptitude for technology and can quickly learn how to use new tools.

Past experience in technical customer support (email, phone, chat or live) is definitely a plus. If this sounds like you, we’d love to hear from you!

Responsibilities

• You will be the face of QDC, handling inbound interactions through (chat, email, phone and remote session)
• Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.
• Reproduce customer issues and log tickets to be solved by the engineering team.
• Guide users on product features and train them to use it effectively.
• Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails, and video tutorials)
• Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation. 
• Rigorously measure support SLA & metrics and improve it continuously.
• Maintain regular communications with customers about new feature developments and enhancements to the product. 
• Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

What you can expect in the next 12 months

Within 1 month

• You should have acquired a good knowledge of the laundry domain, QDC product, and process that we follow.
• Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other.
• You should have gone through at least 3 onboarding and sales experience in the buddy system.
• You should have spent a day at the laundry store to get live hands-on experience.
• You should be able to configure SMS API’s for national and international clients.
• Learn how to access and use all internal tools, including Google Apps, Zoho Desk, JIRA, Sales-IQ, CRM and reverse-shadow in each tool. 
• Shadow other Customer Support Representatives (CSRs) handling inbound interactions, gaining an understanding of common customer inquiries as well as our processes for resolution; demonstrate understanding by completing simple tickets with a CSR shadowing you. 

Within 3 months

• Independently handle hardware integration and support. 
• Become QDC expert through training and customer interaction, building a solid understanding of each feature and best practices for how to use them; handle 80% of all inbound Technical Support interactions without assistance through resolution or escalation; be able to provide creative solutions to users.

Within 6 months

• Maintain a level of customer satisfaction (we measure through CSAT scores) equal to or greater than the overall team average; help maintain all service and support content including process documentation, videos, email macros, training manuals and help articles.

Within 12 months

• Help interview, onboard and train incoming team members.
• Proactively identify, pilot and implement ways to increase efficiency in Technical Support processes; assess results and refine.

What an ideal candidate looks like?

• At least 2+ years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training, etc. 
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ability to understand a software product and its nuances very well.
• Experience managing customer interactions effectively.
• Previous B2B SaaS and enterprise software experience.
• Excellent written and verbal communication skills.
• Ready to work in US Shift in the future when required.

What are we looking for?

Attitude

Skills

• Empathy
• Positive Attitude
• Patience
• Organized
• Process Driven
• Coachable
• Metrics Driven
• Attentive and Listening Skills
• Ability to explain in uncomplicated/ simple language

About Quick Dry Cleaning

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

Why join QDC?

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
• Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable in our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience Monday blues rather we have Monday excitement.

1. BS/MS degree in Computer Science, Engineering or a related field.

 2. Proven experience in designing and developing iOS applications using MVVM, and Clean Architecture 

3. Have published one or more iOS apps in the app store. 

4. Proficient in Swift, Objective-C and Cocoa Touch.

 5. Hands-on experience writing quality unit and integration tests. 

6. Experience with iOS frameworks such as Core Data, Realm, Core Animation, XCTest etc. 

7. Experience with offline storage, multi-threading, and performance tuning 

8. Familiarity with RESTful APIs to connect iOS applications to back-end services 

9. Understanding of Apple’s design principles and interface guidelines 

10. Familiarity with push notifications and app extensions. 

11. Proficient understanding of code versioning tools like Git. 

12. Familiarity with CI/CD using Jenkins or AppCenter.

Requirements:

• Minimum of 5 years of experience as a UI/UX Designer with a strong portfolio showcasing innovative design projects.
• High proficiency in Figma is a must. The candidate should be able to create complex design systems, use auto-layout effectively, and leverage Figma's interactive components for prototyping.
• Strong knowledge and understanding of the design process from ideation to development; including wireframing, prototyping, user testing, and final implementation.
• Experience in conducting user interviews, surveys, and usability studies. The ability to empathize with users, understand their problems, and translate their needs into effective UI/UX solutions.
• Demonstrable skills in ideation, sketching, and creating low-fidelity wireframes for early-stage idea exploration.
• It is an added advantage to have familiarity with HTML, CSS, and JavaScript for close collaboration with our development team.
• A keen understanding of mobile-first and responsive design. You should be able to create designs that work well on any device and screen size.
• Excellent visual design skills, including but not limited to, composition, layout, color theory, and typography.
• Ability to conduct user research, usability testing, A/B testing, rapid prototyping, heuristic analysis and assess user feedback to deliver world-class design solutions.
• Demonstrated experience using data, user feedback, and market analysis to inform design decisions.
• A deep understanding of user-centered design principles and best practices.
• Exceptional communication skills for articulating design decisions to team members and stakeholders.
• Experience using additional design tools such as Photoshop, Illustrator, or Sketch.
• Knowledge of prototyping tools.
• Certification in UX design from a reputable institution.
• Experience in a fast-paced startup environment.

The company has been widely recognized as an industry innovator in the Data Privacy, Security space and is being built by proven Cybersecurity executives who have successfully built and scaled high growth Security companies and built Privacy programs as executives.

We are seeking an experienced Senior React Developer with Node Engineer to join our team. The ideal candidate should have at least 7+ years of experience in building scalable web applications using NodeJS and a solid understanding of AWS services. The candidate should also have experience in designing and building large-scale distributed systems.

Responsibilities:

• Design and develop high-quality, scalable, and performant software solutions using NodeJS and AWS services.
• Collaborate with cross-functional teams, including product managers, designers, and other engineers, to identify and solve complex business problems.
• Design and develop large-scale distributed systems that are reliable, resilient, and fault-tolerant.
• Write clean, well-designed, and maintainable code that is easy to understand and debug.
• Participate in code reviews and ensure that all code is of high quality and adheres to best practices.
• Troubleshoot and debug production issues and work with the team to develop and implement solutions.
• Stay up-to-date with new technologies and best practices in software engineering and cloud computing.

Requirements:

• Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field.
• At least 5 years of professional experience in building web-based applications using ReactJS and NodeJS.
• Strong experience with React frameworks, including Ant Design.
• Strong understanding of JavaScript, and experience with libraries such as Redux.
• Experience with HTML and CSS, and the ability to create responsive web applications.
• Experience with server-side frameworks such as Express and NestJS.
• Strong understanding of software engineering best practices, including agile development, TDD, and continuous integration and deployment.
• Excellent problem-solving and analytical skills, with the ability to identify and solve complex technical problems.
• Strong communication and collaboration skills, with the ability to work effectively in a team environment.

At Navi, our mission is to build financial services that are simple, accessible and affordable.

Navi is a company founded by Sachin Bansal & Ankit Agarwal to build consumer-centric & technology driven businesses in the BFSI (Banking, Financial Services & Insurance) space. At Navi, we keep our users at the center of everything we do to reimagine the customer experience to millions of Indians.

What do we expect from you?

• Should have excellent illustration skills
• Strong, Appealing and Clean visual design sense
• The ability to see projects through from inception to production
• Willingness to listen to feedback and use it to improve
• Must be a creative thinker to solve problems and design effectively for the brand.
• Work in collaboration in cross-functional teams to understand the briefs/ strategies and execute them effectively.

Preferred skills and experiences

• Bachelor’s degree/Diploma in fine art
• 4+ years of design experience in an Ad agency or with the in-house design team
• Proficiency with design software, such as Adobe Creative Suite
• Strong portfolio of work

• BE Computer Science, MCA or equivalent
• Cloud app development experience
• Developed micro services
• Strong NodeJS experience
• Experience with RabbitMQ is a PLUS
• Experience with MQTT is a PLUS
• Fullstack experience and especially with ReactJS desired
• Experience with SQL and NOSQL databases
• Strong communication skills

• *You will be working on AI/IOT cloud and responsible for architecture and hands on coding.
• *We need someone who can engage in conversations about technical architecture with internal team and external customers.
• *You will be responsible for creating architecture document, writing pseudo code, explaining design and teststrategy,review work by others in the team, give good guidance, and ensuring the delivery of high-quality software.
• *We are looking for Can do it attitude, and ability to deliver with high velocity and high-quality at the same time.