Assistant Manager - Customer Support and Experience

Job Description

About Yulu Yulu is India’s largest shared electric mobility-as-a-service company. Yulu’s mission is to reduce traffic congestion and air pollution by running smart, shared, and small-sized electric vehicles. Yulu is led by a mission-driven & seasoned founding team and has won several prestigious awards for its impact and innovation. Yulu is currently enabling daily commuters for short-distance movements and helping gig workers to deliver goods for the last mile with its eco-friendly rides at pocket-friendly prices, and reducing the carbon footprint. Yulu is excited to welcome people with high integrity, commitment, the ability to collaborate and take ownership, high curiosity, and an appetite for taking intelligent risks. If our mission brings a spark into your eyes and if you’d like to join a passionate team that’s committed to transforming how people commute, work, and explore their cities - Come, join the #Unstoppable Yulu tribe! Stay updated on the latest news from Yulu at https://www.yulu.bike/newsroom and our website, https://www.yulu.bike/. Role Summary We are looking for a detail-oriented and proactive Operations & Automation Executive to join our team. This role demands proficiency in PowerPoint, Excel, analytics, and chatbot management. You will play a critical role in supporting internal operations, driving efficiency, and enhancing our customer support automation. Key Responsibilities Presentation & Reporting: Build and maintain impactful PowerPoint presentations for internal and external stakeholders. Translate data insights into visual formats for monthly/quarterly business reviews. Data & Analytics: Work with large datasets using Excel (pivot tables, VLOOKUP, data visualization, etc.). Analyze trends from customer interactions and support data to generate actionable insights. Support weekly/monthly dashboards for leadership reviews. Chatbot Management: Own and update chatbot content, flows, FAQs, and fallback scenarios. Collaborate with CX and product teams to identify new automation opportunities. Monitor chatbot performance metrics (drop-offs, resolution rates, etc.) and drive continuous improvement. Cross-functional Coordination: Liaise with internal teams (CX, product, tech) to ensure chatbot and reporting alignment. Work closely with outsourced partners for operational consistency and data integrity. Requirements: 2–4 years of relevant work experience in operations, analytics, or automation. Advanced Excel skills (data cleaning, formulas, pivoting, charts). Strong PowerPoint skills with a good design sense. Hands-on experience managing chatbots (e.g., Yellow.ai, Intercom, Freshchat, or similar platforms). Analytical mindset with a strong eye for detail. Comfortable working in fast-paced, high-growth environments. Basic understanding of customer support metrics and automation tools is a plus. Qualifications: Experience in a B2C or mobility/tech startup environment. Working knowledge of Google Sheets, Looker Studio, or SQL (optional but preferred). We assure you A friendly culture where you are encouraged to share ideas and opinions. A journey that will challenge and reward you in multiple ways. Show more Show less