What Jobs are available for Customer Relationships in Delhi?

About Us:

We are Kraftshala. We are an online skilling institution committed to playing the long game of building a transformative educational experience for the masses. We call this Scaling with Soul. 

Scaling with Soul, to us, means we always prioritise student outcomes specifically our Placement Rate (percentage of students placed)- over other metrics, such as number of enrolments or company valuation in the coming year. 

This is, of course, easier said than done. There are painful choices to be made at every stage, from admissions to training to placements, that wouldnt have been needed were we willing to give up on either of high quality or scale. 

But in the long run, we believe that our obsession over these student outcomes will earn Kraftshala the trust of Indian students, their families, recruiters and the broader ecosystem. 

Thats why we make each of our Placement Reports public, capturing how many students are placed in each batch, in what companies, at what salaries etc. 

We dont need to. None of our competitors do (though wed be happy to be proven wrong and have more educators join us!). Simply put, we have tasted the benefits of an education model grounded in high quality paired with the transparency of student outcomes and now cannot imagine doing it any other way.

We are not the largest in terms of enrollments. Nowhere close, actually. Not yet. 

However, we are proud to be one of the largest, if not the largest already, in terms of actual, verifiable placements. 

And in terms of Placement Rate, the metric that matters most to us, we are the absolute best in edtech. In the last 4 years, we have placed more than 2000+ students with a Placement Rate of 94% (and improving). 

Kraftshala is backed by a number of eminent investors, including: 

• Phanindra Sama and Sudhakar Pasupunuri, co-founders at Redbus and early investors in unicorns like Unacademy
• Amit Kumar Agarwal, Saurabh Garg and Akhil Gupta, co-founders at Nobroker.com (the worlds largest NoBrokerage Property Site and Indias first realty startup unicorn)
• Sujayathi Ali, Co-founder at ShopUp and Voonik
• Doreswamy Nandkishore (Former Fortune 100 CEO, Head of Asia, Oceania, Africa for Nestl S.A. and Professor, ISB) 
• Pallav Jain and Sarfaraz Khimani (co-CEOs of Performics, India's largest SEO/ performance marketing agencies) 

Kraftshala is on a mission to become the largest career launchpad in the world. 

Team Kraftshala is for the ambitious, the forever-learners, and most of all, for those who live to add value to others. In a world where education companies often lose sight of their core, we aim to Scale with Soul , to offer greater value to each stakeholder (including our team) everyday we get bigger. 

Joining Kraftshala now means becoming part of a story still in its early chapters- one youll help shape with your ideas, actions, and leadership. Here are things we care for:  

1. We seek a value-adding mindset in prospective team mates. Folks who demonstrate a capacity to understand their users' needs and are willing to go the extra mile to deliver on that, fit right in.   
2. We value problem solving skills. We look at problems objectively, work backwards from the user, solve for root causes and optimize for their long-term good instead of our short-term gain. We dont let processes or hierarchies get in the way of adding value. 
3. We believe speed matters enormously in business. We value people who move with urgency, have a bias for action and are willing to take calculated risks in the face of uncertainty. 
4. We look for people with high learning agility , those truth seekers who pursue the best data, ideas, and solutions with rigour and open mindedness, and are constantly working to become better today than yesterday. 
5. We admire people with ambition & courage to take on large goals. We are seeking to build a team of self-starters who demonstrate high ownership. 
6. We aim for consistency and reliability and expect the same from others. Predictability just makes everyones life a lot smoother. 
7. We believe people who demonstrate candour with care are the most effective: real, open and direct in communication, while still being highly empathetic. 
8. We have learnt that Scaling with Soul requires frugality . Resource constraints help sharpen focus and breed inventiveness. 
9. We are practical optimists . Our team strongly believes in a better future and takes joy and pride in the fact that we are playing our part to make that future a reality.

Role Description:

One of the biggest reasons students choose Kraftshala is our strong placement outcomes, and one of the biggest reasons companies continue to hire from Kraftshala is our track record of seamless execution, strong candidate quality, and consistent recruiter experience - and thats exactly why the Recruiter Partnerships (Account Management) team is such a critical part of the organization.

As an Associate - Account Management, youll be part of the team that anchors our recruiter relationships, ensuring every hiring partner experiences smooth, responsive, and high-quality processes. Youll manage multiple accounts end-to-end - from setting up placement drives, coordinating with internal teams, solving real-time challenges, to building trust and driving repeat engagement with our recruiters.

While this role does involve coordination with students, your primary lens will be recruiter-first: working to make sure every hiring experience is as delightful, efficient, and outcome-oriented as possible.

Primary Responsibilities will include:

Placement Operations

• Managing end-to-end placement drives for assigned recruiter accounts, ensuring timelines and quality standards are consistently met
• Planning and executing placement logistics - interview schedules, assessments, candidate lists - in close coordination with hiring teams and internal stakeholders
• Serving as the primary point of contact for recruiters during the placement cycle, ensuring proactive communication and prompt resolution of queries
• Collaborating with student-facing and operations teams to ensure students are well-prepared and responsive throughout the process
• Tracking and analyzing performance data (e.g. interview conversion rates, recruiter feedback) to identify trends and improvement areas
• Identifying opportunities to grow and retain recruiter relationships through consistent delivery and trust-building

Process Optimization

When youre working with dozens of recruiters and hundreds of students, delivering a consistently high-quality experience at scale becomes a function of the systems you build. Every delayed email, broken link, or missed follow-up can erode trust - and in placements, trust is everything. Thats why were constantly refining the way we operate, and hence, youd be: 

• Discovering ways to improve efficiency in our daily processes in order to enhance stakeholder experience.
• Utilizing an array of tools, softwares, and platforms to automate processes in order to minimize human intervention and ensuring a flawless and effortless delivery of our placement cycles.
• Facilitating seamless collaboration with the product team to introduce innovative platform features and enhance operational efficiency.

What success in this role would look like:

• Month 1: Understand all current placement processes, tools, and workflows. Assist in 23 drives and begin managing recruiter and student interactions.
• Month 2: Run 3-4 recruiter accounts independently with 90%+ student participation and <24hr query response time. Identify 3-5 process gaps.
• Month 3+: Implement at least 2 process improvements. Maintain Recruiter and Student NPS. Drive at least one automation initiative.

A question wed like to address upfront is what the career trajectory looks like for someone in this role.

At Kraftshala, operations are central to how we serve our stakeholders. You'll start by learning the craft of partnerships and account management through hands-on placement execution. Over time, two broad paths could open up:

• If your strengths lie in scaling processes, systems thinking, and managing cross-functional execution, you could lead placement operations shaping how we deliver outcomes to recruiters and students at scale.
• If you love building and growing relationships, you could transition into owning large recruiter portfolios and driving new partnerships, repeat engagement, and even leading B2B initiatives.

These are starting thoughts, of course, and any decision on a role is always a function of what a person wants matched with what the organization can offer at that time. The great advantage of a company thats growing well (like Kraftshala) is that new opportunities open up frequently, and our preference would always be to try to fill up newly created roles with candidates from within the organization. 

• 1-3 years of prior experience in process management, relationship building, operations, or similar customer-facing roles (Were not fussed about the exact years of experience, as thats just a proxy for your skill level.) 
• Prior experience managing career services, placements, or corporate relations in an education institution would be a big plus

Top Grading:

Were looking for someone who doesn't wait around for instructions to get started. Our A-Players are those who take initiative - they build relationships with all stakeholders, spot gaps early, and design solutions proactively. They are the ones who take full ownership of the student and recruiter experience, staying a few steps ahead of any possible issues.

A B-Player, on the other hand, might wait for work to be assigned or limit themselves to what's been explicitly stated. They may execute tasks well, but aren't thinking beyond what's in front of them - which doesn't quite cut it in a high-ownership, high-trust team like ours.

As a small team, its imperative that we get to know each other before taking the leap. We want to ensure you succeed in your role within our team. Each conversation with us will last about 30-60 minutes. Typically the whole process takes between 10 - 15 business days depending on your and our schedules, and will be a mix of online and in-person interactions.

1. Technical Exercise: This will be a task that assesses you on some of the core skills youll need to succeed in this role. 
2. Setting Expectations: This will be a call to understand your profile briefly and share the details of the selection process.
3. Conversation 1: This will be a detailed assessment review conversation with our current Partnerships team to go over your submission for the technical exercise 
4. Conversation 2: This will be a call with our Student Success Lead wherein you can expect to be evaluated on the competencies needed for the job (mentioned above).
5. Conversation 3: This will be a conversation with one of our founders to ensure that there is a fit with the Kraftshala Kode. 
6. Extending an offer: If all goes well, we will extend an offer that will mention the relevant details. 

Location

Delhi

Role Overview:

The ideal candidate will be a strategic thinker and a proactive relationship builder, responsible for delivering excellence in client servicing, driving revenue through upselling and cross-selling, and owning the P&L for assigned key accounts.

Key Responsibilities:

Client Relationship Management

• Act as the single point of contact for large enterprise clients, ensuring exceptional client satisfaction and relationship depth.
• Regularly engage in face-to-face meetings with CXO-level executives to understand client business needs and strategic goals.
• Build long-term, trusted partnerships and drive client retention and loyalty.

Revenue Generation & P&L Ownership

• Drive revenue growth through strategic upselling and cross-selling of products and services.
• Own and manage the P&L for each assigned client, ensuring profitable engagement and client satisfaction.
• Identify new business opportunities within existing accounts and develop strategies to maximize wallet share.

Account Strategy & Execution

• Create and execute account plans focused on client growth, engagement, and service delivery.
• Collaborate with internal stakeholders (product, marketing, finance, operations, and tech) to ensure timely and effective service delivery.
• Monitor client KPIs, satisfaction scores, and usage patterns to proactively address concerns and create value-driven solutions.

Internal & External Stakeholder Management

• Work closely with cross-functional teams to deliver on client expectations, project timelines, and innovation requests.
• Lead internal business reviews and external quarterly/annual review meetings with clients.
• Address escalations with prompt resolution and ensure high client satisfaction scores.

Reporting & Insights

• Provide detailed reporting on client performance, revenue growth, and key metrics to senior leadership.
• Deliver insights based on data analytics and client feedback to shape future engagement strategies.

Key Skills & Experience:

• Proven track record in enterprise client servicing, key account management, or customer success.
• Strong experience in CXO-level engagement and handling face-to-face meetings confidently.
• Strategic thinker with strong commercial acumen and experience in P&L management.
• Ability to drive upsell/cross-sell revenue in complex enterprise environments.
• Excellent communication, negotiation, and stakeholder management skills.
• Highly organized with strong project and relationship management capabilities.
• Experience in working with cross-functional internal teams (product, tech, finance, legal).
• Domain knowledge in fintech/Payment, SaaS, gifting, loyalty, or enterprise services (preferred).

Qualifications:

• MBA or equivalent post-graduate degree in Business, Marketing, or related field.
• Bachelor’s degree in business, management, or related discipline.

About - Vouchagram India Private Limited (brand name - GyFTR)

Vouchagram is a fintech solutions provider in the digital rewards and branded currencies space. Across its 13-year run, VG has redefined loyalty rewards across consumer, channel, retail, petrol, banking, and BFSI space.

We are one of the largest networks of rewards with 250 + partner brand associations, 300 + clients, and servicing the top 14 banks in the country, driving rewards disbursements worth INRF 4000 Crores annually. A Digital Voucher gets sent from VG’s proprietary technology every 2 seconds! With our edge in white-label rewards solutions and APIs, we aspire to change the way alternate digital currencies like e-vouchers and loyalty points etc, are consumed by our customers. VG ecosystem connects the brand partners, clients, customers, and VG concierge services in real-time to provide instant reward deliveries following our mantra that reward delayed as an experience is reward denied. As a young organisation, we still thrive in a start-up culture where work and after-work life are equally valued and enjoyed. Our employee surveys rate us as one of the most jovial and fun places to work, which motivates employees to look forward to coming to work and delivering their best!

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide comprehensive information about products, services, and policies.
• Troubleshoot and resolve customer issues, escalating complex problems as needed.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify customer needs and help customers use specific features or services.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Gather customer feedback and share insights with relevant teams to improve products and services.
• Adhere to company service standards and provide an exceptional customer experience.
• Assist in training new team members on support processes and best practices.

• High school diploma or equivalent; Bachelor's degree preferred.
• Proven customer support experience or experience as a client service representative.
• Excellent communication and active listening skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in computer applications and CRM systems.
• A patient and empathetic demeanor, with a genuine desire to help customers.
• Ability to work effectively in a hybrid work environment, balancing remote and in-office tasks.

• Lead, mentor, and manage a team of customer support representatives, providing training, coaching, and performance feedback.
• Oversee the daily operations of the customer support function, ensuring efficient and timely handling of customer inquiries via phone, email, chat, and other channels.
• Develop and implement customer support policies and procedures to enhance service quality and customer satisfaction.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT), and implement strategies to improve them.
• Handle escalated customer issues and complaints, resolving them effectively and professionally.
• Collaborate with other departments, such as Product and Engineering, to identify and address root causes of recurring customer issues.
• Develop and maintain comprehensive knowledge base articles, FAQs, and training materials for both customers and support staff.
• Ensure the team is well-trained on products, services, and support tools.
• Contribute to the selection and implementation of customer support technologies and software.
• Analyze customer feedback and support trends to identify areas for product and service improvement.
• Foster a positive and supportive team environment that encourages collaboration and professional growth.
• Participate in hiring and onboarding new customer support team members.
• Represent the voice of the customer within the organization.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4-6 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
• Proven ability to lead and motivate a customer support team.
• Excellent problem-solving, conflict resolution, and de-escalation skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using customer support software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) and CRM systems.
• Exceptional written and verbal communication skills.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• A customer-centric mindset with a passion for delivering outstanding service.
• Experience in the FinTech industry is a strong advantage.
• Flexibility to work a hybrid schedule, balancing remote and in-office responsibilities.

• Lead and manage a team of customer support representatives, providing guidance, training, and performance feedback.
• Ensure timely and effective resolution of customer inquiries, complaints, and technical issues through various channels (phone, email, chat).
• Develop and implement customer support policies and procedures to enhance service quality and efficiency.
• Monitor customer support metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Train new team members on support processes, product knowledge, and customer service best practices.
• Handle escalated customer issues with professionalism and efficiency.
• Collaborate with other departments (e.g., product, sales) to address customer feedback and improve product offerings.
• Maintain accurate records of customer interactions and transactions.
• Contribute to the development of self-service resources, such as FAQs and knowledge bases.
• Ensure the team adheres to service level agreements (SLAs).
• Foster a positive and supportive team environment.

• Respond to customer inquiries and resolve issues via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot technical problems and guide customers through step-by-step solutions.
• Escalate complex issues to appropriate departments or senior support staff.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Identify and report trends in customer inquiries and issues to management.
• Contribute to the development of FAQs and customer support knowledge base articles.
• Ensure customer satisfaction by delivering exceptional service.
• Adhere to all company policies and procedures regarding customer support.
• Participate in team meetings and training sessions to enhance product knowledge and support skills.
• Manage multiple customer interactions simultaneously while maintaining quality.
• Follow up with customers to ensure their issues have been resolved satisfactorily.

• High school diploma or equivalent; a bachelor's degree is a plus.
• Minimum of 2 years of experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using computers and common software applications.
• Experience with CRM or helpdesk software is advantageous.
• Ability to remain calm and professional under pressure.
• Strong multitasking and time management skills.
• Empathy and a customer-centric approach.
• Ability to work effectively in a hybrid work model.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer issues effectively, escalating when necessary.
• Process customer orders, returns, and exchanges with attention to detail.
• Document all customer interactions and resolutions in the CRM system.
• Identify customer needs and provide solutions that meet those needs.
• Contribute to team goals and departmental objectives.
• Provide feedback on customer service trends and product issues to management.
• Maintain a high level of customer satisfaction through proactive and empathetic support.
• Participate in team meetings, training sessions, and collaborative problem-solving activities.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in customer service or a related role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-centric attitude.
• Ability to work both independently and as part of a hybrid team.
• Familiarity with (Specific industry product/service) is a plus.
• Strong typing skills and computer proficiency.