Customer Experience Executive

BackgroundPraan (Praan, Inc.) is an impact focused deep-tech startup democratizing clean air using breakthrough filterless technology. The company is backed by top tier VCs and CXOs globally and currently operates between the United States and India. Our team puts extreme attention to detail and loves building technology that's aspirational. Praan's team and culture is positioned to empower people to solve large global problems at an accelerated pace.WhyEveryone worries about the dooms-day in climate change which is expected to occur in the 2050s. However, there's one doom's day which is the reality for millions of people around the world today. Air pollution takes more than 7 Million lives globally every single year. Over 5% of premature children death occur due to air pollution in developing countries. Everyone has relied on governments or experts to solve the problem, but most solutions up until today have either been too expensive or too ineffective. Praan is an attempt at making the future cleaner, healthier, and safer for the generations to come.Job DescriptionServe as the primary point of contact for Praan’s customers across phone, email and chat, ensuring a consistent, high-quality experience for both B2B and B2C clientsTake end to end ownership of customer interactions, with a strong focus on resolution, clarity and responsiveness rather than transactional query handlingManage the post-purchase customer lifecycle, including order tracking, delivery coordination, installation scheduling and ongoing service supportCoordinate closely with logistics partners and field technicians to ensure timely and efficient delivery, installation and servicing of Praan’s productsIdentify, investigate, and resolve customer issues related to installation, servicing, product performance, shipping discrepancies and payments with a structured and detail-oriented approachCollaborate cross functionally with manufacturing, engineering and operations teams to escalate and resolve complex issues, while contributing to long-term process improvementsDevelop a strong understanding of customer behavior and product usage patterns by analyzing customer interactions, service data and feedbackLeverage data-driven insights to identify recurring issues, anticipate customer needs, and recommend improvements in product, service and operational workflowsIdentify potential sales opportunities through customer interactions, qualify inbound interest, and ensure structured handover of relevant leads to the sales team for further engagementDemonstrate empathy and professionalism in all interactions, particularly in high priority or sensitive situations, ensuring customer concerns are acknowledged and addressed effectivelyMaintain accurate and well structured records of customer interactions, service requests, installation timelines and lead tracking to support operational efficiency and decision-makingContinuously build and maintain in depth product knowledge to provide accurate guidance and effective troubleshooting supportSkill RequirementsProven customer support experience, with a preference for dealing with both B2B and B2C clientsExcellent written and verbal communication skills, with the ability to interact confidently and professionally with a diverse set of customers, including HNIs, UHNIs and CXO-level stakeholdersStrong problem solving abilities with high attention to detail, particularly in operational and service related contextsAbility to manage multiple responsibilities in a fast-paced, dynamic environmentHigh emotional intelligence, with the ability to handle complex or sensitive customer interactions with composure and empathyStrong coordination and organizational skills, especially in managing delivery schedules and technician visitsComfort working with data, including identifying trends, understanding customer behavior, and supporting data-informed decisionsAbility to collaborate effectively with cross-functional teamsStrong phone handling and active listening skillsPraan is an equal opportunity employer and does not discriminate based on race, religion, caste, gender, disability or any other criteria. We just care about working with great human beings!

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