EIR : Customer Support (AI Automation)

Job Title : Entrepreneur in Residence (EIR) – Customer Support Strategy

Location : HSR Layout, Bangalore (Onsite)

Role Type : Full-time

About AppsForBharat (Sri Mandir App)

AppsForBharat, a Series C faith-tech company, builds digital platforms serving the spiritual and devotional needs of hundreds of millions. Our flagship, Sri Mandir , is the world’s largest app for Hindu devotees—offering access to rituals, teachings, sacred temples, and a connected devotional community. We’re on a mission to serve 100M+ users, bringing structure, accessibility, and meaning to the $44B devotion economy.

Role Overview : EIR – Customer Support

Customer Success is a core user touchpoint and a retention lever. As EIR–CS, you’ll turn CS from support into an AI-enabled system —build the processes, automation, and playbooks the team runs; use AI to automate emails / calls, power agent-assist, and enable self-serve across app, WhatsApp, email, voice, and social. You report into Operations and work closely with CRM and Product to ship user-facing improvements.

What you will own

Omni-channel service layer : Stand up a unified CS stack across app, WhatsApp, email, voice / IVR, and social with single customer identity and end-to-end ticketing.

AI email & voice automation : Deploy AI to draft / send emails and drive transactional calls (confirmations, status, callbacks, surveys) with smart routing, human-handoff, and auto-summaries.

Self-serve & accurate communication : Launch cross-channel self-serve (reschedule / cancel / status / name-gotra) and proactive notifications; translate operations constraints into precise templates / guardrails so we resolve fast without over-promising.

Customer sgement-tiered service model : With CRM, define customer segments, SLAs, priority channels, and escalation policies; stand up a lightweight “priority desk” framework for top users.

Process & quality : Build SOPs, QA rubrics, and root-cause loops for recurrent issues (fulfilment, ritual accuracy, prasad); publish weekly operational health and RCA summaries.

Team enablement : Work with the CS lead to upskill agents on new workflows, scripts, and automations; institute training cadences and certification.

Cross-functional execution : Coordinate with Ops (fulfilment dependencies), CRM (retention goals and journeys), and Product (feature delivery) to land changes end-to-end.

How you will work (matrix, co-ownership)

CRM : Align on segmentation, LTV-based SLAs, deflection / self-serve goals, and retention impact.

Product / Design / Tech : Prioritize chat SDKs, self-serve flows, status surfaces, identity linking, notifications.

Operations : Translate ops realities into CS playbooks—upskill agents, configure accurate response templates, and set guardrails so we answer well without over-promising.

Brand / Comms : Harmonize voice / tone and escalation handling for public channels.

What you’ll bring

Customer obsession, first-principles problem solving, and the ability to turn ambiguity into scalable systems. You’re ready to ramp up and become fluent with CS metrics, comfortable orchestrating vendors / tools, and great at aligning cross-functional teams around measurable outcomes.

Requirements

3-5 years of prior experience working at early stage high velocity startups; Even better if you’re already building CS automation or integrating AI into CS

Proven experience in build AI first products and workflows; strong knowledge of latest developments especially in field of customer support

Strong execution and stakeholder management across Product, Ops, and Marketing / CRM.

Analytical, data-driven communicator with excellent written / spoken clarity.

Cultural sensitivity; a personal connection to spirituality / devotion is a plus.

Why AppsForBharat

Shape how millions experience Sri Mandir’s most sensitive touchpoints.

Make CS vertical AI enabled and transform devotee experience

Lead org-critical projects in a fast-growing environment.

Calm, collaborative, pet-friendly office in HSR Layout.