Walk-In Drive | Customer Service Associate - Spinny | Gurugram

Job description

**Customer Success Manager (Customer Experience)** **Location:** Spinny HQ, Sector 48, Gurugram **Work Schedule:** 6 Days a Week (1 Rotational Weekly Off) **About Spinny** Founded in 2015, Spinny is India's leading full-stack used car platform, transforming the pre-owned car buying and selling experience through transparency, trust, and technology. Every car sold on the Spinny platform undergoes a rigorous **200-point quality inspection** and comes with a **5-day money-back guarantee** and a **1-year after-sales warranty**, ensuring complete peace of mind for customers. Backed by leading global investors including **Tiger Global, ADQ, Avenir Growth, Accel, and Elevation Capital**, Spinny is valued at approximately **USD 1.8 billion**. The company operates across **15+ cities** with a strong network of car hubs, delivering a seamless and premium customer experience nationwide. **About the Role** As a **Customer Success Manager Customer Experience**, you will be responsible for delivering an exceptional post-purchase customer journey by ensuring timely issue resolution, seamless service coordination, and superior customer satisfaction. You will act as the primary point of contact for customers, working closely with internal teams to resolve concerns related to vehicle servicing, warranty, and after-sales support. **Key Responsibilities** - Deliver an exceptional customer experience from vehicle intake through final delivery. - Understand, assess, and accurately diagnose customer-reported vehicle concerns. - Manage customer interactions, service requests, tickets, and warranty-related cases. - Handle customer escalations with empathy and ensure timely resolution. - Coordinate with service centers, operations, and cross-functional teams to ensure smooth execution of customer requests. - Ensure adherence to company processes, policies, and service quality standards. - Drive first-time and timely issue resolution to maximize customer satisfaction. - Capture customer feedback, identify recurring issues, and share actionable insights with central teams. - Maintain accurate documentation and timely updates in internal systems. - Build long-term customer relationships by delivering consistent and proactive support. **Eligibility & Requirements** - Diploma, Graduate, or equivalent qualification in Automotive Engineering, Mechanical Engineering, or a related field. Relevant work experience may be considered in lieu of formal education. - Prior experience in automotive service advisory, customer support, customer success, or after-sales operations is preferred. - Good understanding of automotive products, vehicle diagnostics, repairs, and spare parts. - Strong verbal and written communication skills with a customer-first approach. - Ability to translate customer concerns into actionable service requirements for technical teams. - Excellent organizational and coordination skills with the ability to manage multiple customer cases simultaneously. - Strong problem-solving, conflict resolution, and stakeholder management abilities. - Proficiency in using CRM or ticket management tools is an added advantage. - Willingness to work in a fast-paced environment with a 6-day work schedule.