Lane
Website:
inlane.in
Job details:
Location: Bangalore (Indiranagar)
Experience: 1-3 Year
About Lane
Lane is reimagining how India learns driving and experiences car ownership. From structured driving programs to car buying and selling within a trusted community, Lane is building a tech-enabled mobility ecosystem for first-time drivers. With strong early traction and a growing customer base, we are scaling our operations and looking for passionate people to help deliver an exceptional customer experience.
Role Overview
As a Senior Customer Service Associate, you will be responsible for ensuring a seamless and high-quality experience for customers throughout their journey with Lane’s driving programs. You will handle customer queries, resolve service issues, coordinate with instructors and internal teams, and ensure operational excellence in daily customer support. This role requires strong communication skills, problem-solving ability, and a customer-first mindset.
Key Responsibilities
Customer Support & Issue Resolution
- Handle customer queries related to driving classes, scheduling, instructors, and service issues via calls, WhatsApp, email, and CRM tools (if applicable).
- Resolve customer concerns efficiently while maintaining a high level of professionalism and empathy.
- Ensure quick turnaround time for rescheduling, cancellations, instructor change requests, and service feedback.
Customer Experience Management
- Ensure customers have a smooth learning experience from onboarding to course completion.
- Identify service gaps and proactively suggest improvements to enhance the customer journey.
- Manage escalations and provide timely solutions to maintain customer satisfaction.
Process & Reporting
- Maintain accurate records of customer interactions in internal tools or CRM systems.
- Prepare reports on customer issues, resolutions, and service performance.
- Support process improvements and help streamline support operations.
Team Support
- Assist in mentoring or guiding junior customer support associates when required.
- Help maintain quality standards in communication and issue resolution.
Requirements
- Experience: 1-3 years in customer service, customer success, or operations support.
- Communication: Excellent verbal and written communication skills in English (local languages like Kannada or Hindi are a plus).
- Problem-Solving: Ability to handle customer concerns calmly and provide practical solutions.
- Coordination Skills: Comfortable working with multiple teams including instructors, sales, and operations.
- Tools: Familiarity with CRM tools, spreadsheets, and support platforms.
- Customer Mindset: Strong focus on customer satisfaction and service quality.
Preferred Qualifications
- Experience in edtech, mobility, service marketplaces, or training programs.
- Experience handling customer escalations and operational coordination.
- Ability to work in a fast-paced startup environment.
Click on Apply to know more.