Senior Customer Relationship Management

Company Overview

CashKaro is India's largest cashback app, helping users earn real cashback on purchases across 1,500+ e-commerce brands like Amazon, Flipkart, and Myntra. Cashback is paid on top of all existing discounts andcan be transferred directly to a bank account, making CashKaro the smartest way to shop online.

We are the #1 performance marketing partner for e-commerce in India, driving 10,000 Cr in annual GMV for our brand partners. Founded in 2013 by Rohan and Swati Bhargava, CashKaro has raised over 250 Cr in funding from marquee investors including the late Mr. Ratan Tata, and has scaled to 600 Cr in revenues growing over 70% in FY26.

Our sister platform, EarnKaro, is India's #1 affiliate marketing platform. It empowers content creators,homemakers, students, and micro influencers to monetise their reach by sharing affiliate links from Amazon, Flipkart, and 250+ brands. Top creators on EarnKaro earn up to 40 lakhs a month. With 80% market share on Telegram, EarnKaro is one of the largest affiliate traffic drivers for e-commerce in the country.

The group also operates BankKaro, enabling users to compare and apply for credit cards, loans, and other financial products making smarter financial decisions accessible to all.

Role Overview

We're looking for a CRM professional to deliver an exceptional customer experience by managing customer interactions across multiple support channels.

This role requires strong problem-solving skills, process
ownership, and the ability to resolve customer concerns while collaborating closely with internal teams.

The ideal candidate has 2+ years of experience in CRM or customer support and is comfortable working with ticketing tools such as Freshworks/Freshdesk.

Key Responsibilities

1. Customer Support Operations (Primary KRA)
Handle customer queries across support channels in a timely and professional manner.
Resolve customer issues related to cashback, orders, accounts, rewards, referrals, and platform
usage.
Ensure first-response and resolution SLAs are consistently met.
Deliver a positive customer experience while maintaining high-quality communication.
2. Ticket Management & Resolution
Manage customer tickets efficiently using CRM/ticketing tools.
Investigate issues by coordinating with relevant internal teams when required.
Follow up on pending cases until complete resolution.
Maintain accurate ticket updates and documentation.
3. Customer Experience & Quality
Maintain high standards of written and verbal communication.
Identify recurring customer concerns and share actionable insights with the team.
Ensure customer interactions align with CashKaro's tone of voice and service standards.
Contribute to improving customer satisfaction and retention.
4. Process Improvement & Collaboration
Work closely with Operations, Tech, Product, and Finance teams to resolve customer issues.
Highlight process gaps that impact customer experience.
Support improvements in workflows, response templates, and knowledge-base documentation.
Adapt quickly to new product launches and process updates.
5. Reporting & Performance Tracking
Track daily ticket volumes and resolution status.
Maintain accurate customer records within the CRM system.
Share regular updates on recurring issues and support trends.
Support reporting requirements for team performance and operational improvements.

Must Have Qualifications

• 2+ years of experience in CRM, Customer Support, Customer Experience, or Customer Service.
  
• Hands-on experience handling customer support across multiple channels.
  
• Strong written and verbal English communication skills.
  
• Excellent problem-solving and customer-handling abilities.
  
• Experience using CRM or ticketing tools.

Good to Have

• Experience with Freshworks/Freshdesk.
  
• Exposure to e-commerce, fintech, or digital consumer platforms.
  
• Experience working with SLAs and quality metrics.
  
• Strong attention to detail and process orientation.

Why Join CashKaro?

• Real Ownership, Real Impact You're not a cog in a machine. You work directly on products and decisions that move the needle for a platform used by millions of Indians every day.
  
• Innovative Culture No unnecessary layers, no committee lags. We move fast, back good ideas,and give people the space to build, experiment, and grow.
  
• Learning & Development Structured L&D programs, cross-functional exposure, and a team that believes your growth is the company's growth.
  
• Wealth Creation ESOPs awarded to many team members, because when CashKaro wins, the people who built it should win too.
  
• Food, Sorted Daily lunch and snacks in office. One less thing to worry about.
  
• Benefits That Actually Matter Comprehensive medical insurance, Flexible Benefits Plan with tax benefits, wellness initiatives, and a workplace designed to support you.
  
• We Celebrate Everything Festivals, birthdays, work anniversaries, life milestones. If it matters toyou, it matters to us.
  
• Community, Not Just Colleagues — Team events, outings, dinner meetups, and the kind of in-office culture where people actually like showing up.
  
• Diverse by Design — We believe the best ideas come from the most varied rooms. Different backgrounds, different perspectives — that's not a policy, it's how we operate.