About Livspace :

- Livspace is India and South East Asia's largest and fastest-growing omnichannel home interiors and renovation platform. The company uses its proprietary technology to provide one-stop renovation solutions to homeowners- from design to managed last mile fulfillment for all rooms in a home. Through a three-sided marketplace, it connects homeowners with certified interior designers and curated vendors across furniture, decor, modular kitchen and closets, and several other home improvement services categories. The value created, especially for homeowners, is hassle-free home interior services as Livspace becomes their one stop destination for end-to-end home interiors.

- The company launched operations in Bengaluru, India in 2015. Since its inception, Livspace has organized a fragmented industry, bringing together a curated community of designers, brands, manufacturers and contractors. This has resulted in an e-commerce-like trusted and predictable experience for the homeowners. Livspace boasts of a community of 25000+ satisfied customers and over 2000 interior designers.

- The company is already the largest employer of interior designers in the country. Livspace currently serves Singapore as well as 21 metro and non-metro areas in India - Bengaluru, Chennai, Delhi, Noida, Gurgaon, Mumbai, Thane, Pune, Hyderabad, Kolkata, Ahmedabad, Kochi, Jaipur, Lucknow, Indore, Surat, Coimbatore, Mysore, Mangalore, Vizag, Vijayawada.

- The founders - Anuj Srivastava and Ramakant Sharma are former Google and Myntra executives respectively, who are seasoned entrepreneurs and successful angel investors.Livspace's leadership team combines world-class talent and entrepreneurial experience gathered at some of the best companies in the world.

- Livspace has raised over USD 200 Mn in capital by some of the top global investors including Ingka Ventures (IKEA), TPG Growth, Goldman Sachs, Kharis Capital, Venturi Partners, FFP (Peugeot Group's Holding Company), EDBI, Bessemer Venture Partners, Jungle Ventures, Helion Ventures and UC-RNT.

Description :

Home Services team within Livspace is focussed on building a great customer experience for services offerings such as home painting, deep cleaning, pest control and many more. This role will report directly to the Business Unit Head and work across multiple categories.

1. Define and own all customer support interaction processes for Home Services team.

2. Manage a team of Customer Success Managers who will coordinate with various stakeholders to resolve issues across the lifecycle - before/during/after booking a service.

3. Assess at risk bookings (SLA missed, rework required etc) and design mechanisms to improve customer experience.

4. Effectively collaborate with end customers, partners and internal teams to achieve quick turnaround and high quality outcomes.

5. Work with a data driven approach and sync up with Product/Program teams to build long term solutions and improve efficiency.

Desired Candidate Profile :

- MBA and/or BE/BTech from top tier institutes

- 10+ years experience in similar B2C customer success roles

- Strong in escalation management, client engagement and communication

- Entrepreneurial, acts like an owner, and focused on delivering results

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