Customer Support Associate

A Customer Support role at Enerjazz typically involves being the primary point of contact for e-rickshaw owners, drivers, dealers, and partners. It combines general customer service with some technical/operational aspects related to batteries, chargers, warranties, financing, payments, and field issues in the EV ecosystem.

Sample Customer Support Job Description for Enerjazz

Position: Customer Support Executive / Customer Care Executive / Customer Support Associate Location: Noida, Uttar Pradesh (Primarily Office-based) Company: Enerjazz (Nola Tech Private Limited) – YC-backed EV battery startup Department: Customer Success / Support Reports to: Customer Support/Success / Operations Head

About the Role As a Customer Support team member at Enerjazz, you will support e-rickshaw operators using our lithium-ion batteries, chargers, warranty services, and financing solutions. You will handle inquiries, resolve issues quickly, ensure high customer satisfaction, and contribute to reducing downtime for drivers so they can earn more. This is a high-impact role in a fast-growing startup transforming commercial EV adoption in India.

Key Responsibilities

• Act as the first point of contact for customers via phone (hotline), and occasionally Walk-ins / In person
• Handle inbound queries and complaints related to battery performance, charging issues, warranty claims, financing repayments, swapping station usage, and general product support.
• Make outbound calls for payment reminders, service follow-ups, feedback collection, renewal reminders, and proactive health checks on batteries/chargers.
• Track, log, and manage daily complaints/tickets using tools like Google Sheets, CRM systems, or internal dashboards.
• Coordinate with internal teams (technical support, field service, finance, operations) to resolve complex issues, such as battery faults, warranty replacements, or installation problems.
• Ensure timely resolution of issues to maintain high customer satisfaction (CSAT) and low complaint escalation rates.
• Educate customers on best practices for battery usage, charging, maintenance, and maximizing vehicle uptime/earnings with lithium-ion tech.
• Identify recurring issues and provide feedback to product/engineering teams to improve battery reliability and customer experience.
• Follow standard operating procedures (SOPs) while bringing empathy, discipline, and urgency to every interaction.
• Represent Enerjazz professionally and build long-term trust with e-rickshaw drivers and operators.

Requirements

• 1–3+ years of experience in customer support, preferably in EV, automotive, battery, renewable energy, fintech, or field-service industries.
• Strong communication skills in Hindi and English (verbal and written); additional local languages are a plus.
• Comfortable handling high call volumes and multitasking in a startup environment.
• Basic understanding of electric vehicles, lithium-ion batteries, chargers, or warranty/financing processes is preferred (training provided).
• Proficient with tools like Google Workspace, Excel/Sheets, and basic CRM.
• Empathetic, patient, and problem-solving mindset – able to deal with frustrated drivers while staying professional.
• Willingness to work in shifts (including evenings/weekends if needed for 24/7 support in EV operations).
• Graduate degree preferred; relevant experience can substitute.

Preferred Skills

• Prior experience in EV/e-rickshaw ecosystem or battery distribution.
• Knowledge of common e-rickshaw issues (range, charging, battery health).
• Ability to analyze basic technical complaints and escalate appropriately.

What We Offer

• Competitive salary
• Opportunity to grow in a YC-backed, high-impact EV startup.
• Be part of India's clean mobility transition, directly helping e-rickshaw operators earn more sustainably.
• Collaborative startup culture with learning opportunities in EV tech, battery swapping, and customer operations.