Operations & Customer Success Executive Needed

Budget: ₹1500 - ₹12500

I need an experienced Operations & Customer Success Executive to take ownership of two critical pillars at Swaaad.com: shaping our customer-success roadmap and tightening the day-to-day logistics and delivery flow that links hungry users to our network of local kitchens.

Your first mandate is strategic. I want a clear, data-driven customer success framework that lifts retention, boosts repeat orders, and turns first-time users into vocal advocates. Mapping the full customer journey, defining success metrics, and proposing playbooks for proactive support will be your starting points.

Your second mandate is operational. Our kitchens prepare great food, but the hand-off to riders and the last-mile experience still need polish. You will deep-dive into delivery times, rider allocation, and exception handling, then streamline processes so every order arrives hot, on-time, and with a smile.

Key deliverables • 90-day customer success strategy with measurable KPIs • Standard operating procedures for rider dispatch and issue escalation • Weekly performance dashboard (orders, NPS, on-time delivery, cancellations) • Training guidelines for support agents and delivery partners

Success for me is simple: fewer support tickets, faster deliveries, happier diners, and kitchens that feel genuinely supported. If you can blend strategic thinking with roll-up-the-sleeves execution, let’s talk about making Swaaad.com the most reliable way to order local food.