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)

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

Why AppsForBharat