Customer Experience Lead

ABOUT MERAGI

Meragi is a rapidly growing start-up in India's thriving $50 billion wedding industry. As a full-stack technology platform, we revolutionize the way wedding-related services are bought and delivered. Our mission is to create pioneering industry-first solutions that address the complexities of this industry, utilizing innovative technology to consult, design, and sell wedding services with a strong focus on ensuring high-quality fulfillment.

Backed by top-tier investors, we are at the forefront of transforming the wedding industry landscape. To drive our growth and success, we are seeking dynamic and growth-oriented individuals to design dream weddings for our customers.

This is an incredible opportunity to join a fast-paced, innovative company and make a significant impact in shaping the future of the wedding industry.

Position Overview:

We are seeking a proactive and empathetic Customer Experience Lead with 4-6 years of experience and a strong background in team management. The ideal candidate will have a passion for delivering exceptional customer service, strong communication skills, and the ability to lead a team effectively. In this role, you will ensure a seamless customer journey by managing customer interactions, identifying key insights, and driving process improvements.

Job Description:

• Oversee and manage customer interactions across the entire journey (pre-booking, post-booking, and post-event) to gather feedback and enhance the experience.
• Lead a team to ensure smooth customer interactions and quick resolution of concerns.
• Handle online reputation management, ensuring prompt responses to reviews and feedback.
• Identify risks and opportunities in customer interactions and implement strategies for continuous improvement.
• Collaborate with internal teams to resolve customer issues effectively and enhance service quality.
• Train, mentor, and monitor the performance of the customer experience team to ensure high standards of service.

Skills Required:

Absolutely Crucial:

• Excellent verbal and written communication skills (English).
• High EQ – Ability to actively listen, make customers feel heard, and build trust.
• Strong leadership skills – Experience in managing a team, resolving escalations, and ensuring alignment with customer service goals.
• Cultural fit – Ability to work closely with on-ground teams and managers to identify and resolve customer issues effectively.

Good to Have:

• Proficiency in Kannada & Telugu is a bonus.
• Experience in handling escalations in a dynamic and unstructured environment.
• Preferred backgrounds:
• Airline cabin crew
• Hospitality sector
• Amex customer care
• Premium service staff in restaurants

This role is ideal for someone who thrives in a fast-paced environment, is passionate about customer satisfaction, and has team leadership experience to drive customer experience initiatives successfully.