Senior Operations Associate - Kraya-AI

Kraya AI is a WhatsApp first CRM and sales automation platform for Indian SMBs. Coaching institutes, gyms, clinics and D2C brands run their entire sales motion on us: leads from Meta ads and websites, auto routing, AI chat and calling agents, follow ups and payments in one place.

We are looking for someone to make sure every customer who signs up actually goes live, stays live, and gets value.

What you will do

→ Own end to end onboarding: WhatsApp Business API setup, Meta verification, template approvals, CRM configuration and team training

→ Track customer health after go live and pull back accounts before they churn

→ Own escalations until they are closed, working with tech and talking straight to the customer

→ Handle renewals, upgrades, refunds and disputes with clean records

→ Build the SOPs and checklists so onboarding runs off a process, not memory

What we are looking for

→ 2 to 3 years in operations, customer success or implementation, ideally SaaS selling to Indian SMBs

→ Strong written English, fluent Hindi

→ Strong Excel or Sheets. You build the tracker yourself

→ High ownership. You chase the answer instead of forwarding the email

→ Calm with an angry customer. We settle escalations with evidence, not emotion

Bonus: experience with WhatsApp Business API, Meta Business Manager, or a BSP platform like Interakt, Wati, AiSensy or Gupshup.

• Reports to the Operations Manager. Full time, in office.