Snabbit - Director - Customer Experience
Snabbit
Remote
Director - Customer Experience
Snabbit is building the future of on-ground service operations by solving for high-quality, reliable workforce supply at scale. We operate at the intersection of customer demand, workforce supply, technology, and operational excellence, with a sharp focus on delivering consistent, high-quality service at the last mile.
As we scale across cities and categories, customer experience is a core differentiator for Snabbit. We are looking for a Director - Customer Experience to build and own the next generation of CX - ensuring every customer interaction, from booking to service completion and beyond, is seamless, reliable, and delightful.
The Role
As the Director - Customer Experience, you will own the overall customer experience charter at Snabbit across the customer journey.
You will be responsible for building a scalable, data-driven CX organisation that proactively identifies customer pain points, improves resolution and service quality, and works closely with Product, Operations, Technology, Marketing and Supply teams to drive customer satisfaction and retention.
This role requires a combination of strategic thinking, operational rigour, customer obsession and strong execution.
Key Responsibilities
- Own the Customer Experience Charter:
- Define and own the overall CX strategy aligned with Snabbit's business and growth objectives.
- Own key CX metrics including CSAT, NPS, complaint rate, resolution time, repeat rate, cancellation rate and customer retention.
- Build a strong understanding of customer behaviour, expectations and pain points across the entire service journey.
- Establish mechanisms to continuously identify and eliminate recurring customer issues.
- Build a Scalable CX Organisation:
- Build and lead a high-performing customer experience team across customer support, quality, escalation management and CX operations.
- Design scalable processes, SOPs, workflows and governance mechanisms as Snabbit expands across cities.
- Build the right balance between human intervention, automation and technology-led resolution.
- Establish clear SLAs and performance standards across all customer touchpoints.
- Improve End-to-End Customer Journey:
- Own the customer journey from booking - service confirmation - partner arrival - service delivery - payment - post-service experience.
- Identify friction points and work with relevant teams to improve the overall experience.
- Create structured feedback loops between customers, operations and product teams.
- Drive initiatives to reduce customer effort and improve service reliability.
- Drive Customer Insights & Product Improvements:
- Build a strong customer insights engine using complaints, feedback, support interactions, NPS/CSAT and behavioural data.
- Partner with Product and Technology teams to translate customer pain points into product and process improvements.
- Identify recurring issues and drive root-cause analysis rather than simply solving individual tickets.
- Influence product roadmap through strong customer and business insights.
- Partner Closely with Operations & Supply:
- Work closely with City Operations and Supply teams to improve service quality and reliability.
- Identify operational drivers behind customer complaints and build corrective mechanisms.
- Create feedback loops for service partners to improve quality and customer handling.
- Drive accountability across functions for customer experience outcomes.
- Build a Data-Driven CX Culture:
- Establish dashboards and reporting mechanisms for real-time visibility into CX performance.
- Analyse trends across city, category, service partner, issue type and customer cohort.
- Develop early-warning mechanisms to identify potential customer experience deterioration.
- Use data to prioritise high-impact interventions and measure their business impact.
- Customer Retention & Business Impact:
- Go beyond ticket resolution and build CX as a lever for retention, repeat usage and customer lifetime value.
- Identify opportunities to improve customer trust, loyalty and frequency.
- Quantify the business impact of CX initiatives and continuously improve ROI.
- Build differentiated experiences that strengthen Snabbit's customer proposition.
- 10 - 15+ years of experience in Customer Experience, Customer Operations, Customer Success, Consumer Operations or related functions.
- Experience leading large-scale CX/customer operations in a high-growth consumer internet, marketplace, hyperlocal, services or technology business.
- Strong experience in building and scaling CX teams, processes and operating mechanisms.
- Proven ability to work cross-functionally with Product, Technology, Operations, Analytics and Business teams.
- Strong analytical and problem-solving skills with a data-first approach.
- Experience using technology and automation to improve customer experience and operational efficiency.
- Strong understanding of customer metrics such as NPS, CSAT, FCR, AHT, complaint rate, resolution time and retention.
- Ability to operate effectively in a high-ambiguity, fast-paced startup environment.
- Strong executive communication, stakeholder management and team-building skills.
- A significant improvement in customer satisfaction and retention.
- Reduction in customer complaints and repeat contacts.
- Faster and more effective issue resolution.
- Improved service reliability and consistency across cities.
- A scalable CX operating model that can support Snabbit's rapid growth.
- Stronger integration between Customer Experience, Product and Operations.
- CX becoming a measurable competitive advantage for Snabbit.
At Snabbit, the customer doesn't just experience an app - they experience the entire service journey on the ground.
This role will be critical in ensuring that as Snabbit scales, speed does not come at the cost of quality. The Director - CX will have the opportunity to build the systems, team and culture that define what an exceptional Snabbit customer experience looks like.
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