Customer Relationship Management

Cash Karo is India's largest cashback app, helping users earn real cashback on purchases across 1,500+ e-commerce brands like Amazon, Flipkart, and Myntra. Cashback is paid on top of all existing discounts and can be transferred directly to a bank account, making Cash Karo the smartest way to shop online.

We are the #1 performance marketing partner for e-commerce in India, driving ₹10,000 Cr in annual GMV for our brand partners. Founded in 2013 by Rohan and Swati Bhargava, Cash Karo has raised over ₹250 Cr in funding from marquee investors including the late Mr. Ratan Tata, and has scaled to ₹600 Cr in revenues — growing over 70% in FY26.

Our sister platform, Earn Karo, is India's #1 affiliate marketing platform. It empowers content creators, homemakers, students, and micro-influencers to monetise their reach by sharing affiliate links from Amazon, Flipkart, and 250+ brands. Top creators on Earn Karo earn up to ₹40 lakhs a month. With 80% market share on Telegram, Earn Karo is one of the largest affiliate traffic drivers for e-commerce in the country.

The group also operates Bank Karo, enabling users to compare and apply for credit cards, loans, and other financial products — making smarter financial decisions accessible to all.

Explore further:

In the News:
Cash Karo FY26 revenue jumps 72% to ₹600 crore; EBITDA losses shrink - CNBC TV18

Cash Karo grows 72% to Rs 600 cr, enables over Rs 10,000 cr in sales to partner brands - The Economic Times

ROLE OVERVIEW

We're looking for a CRM professional to deliver an exceptional customer experience by managing customer interactions across multiple support channels. This role requires strong problem-solving skills, process ownership, and the ability to resolve customer concerns while collaborating closely with internal teams.

The ideal candidate has 2+ years of experience in CRM or customer support and is comfortable working with ticketing tools such as Freshworks/Freshdesk.

KEY RESPONSIBILITIES

1. Customer Support Operations (Primary KRA)
- Handle customer queries across support channels in a timely and professional manner.
- Resolve customer issues related to cashback, orders, accounts, rewards, referrals, and platform usage.
- Ensure first-response and resolution SLAs are consistently met.
- Deliver a positive customer experience while maintaining high-quality communication.

2. Ticket Management & Resolution
- Manage customer tickets efficiently using CRM/ticketing tools.
- Investigate issues by coordinating with relevant internal teams when required.
- Follow up on pending cases until complete resolution.
- Maintain accurate ticket updates and documentation.

3. Customer Experience & Quality
- Maintain high standards of written and verbal communication.
- Identify recurring customer concerns and share actionable insights with the team.
- Ensure customer interactions align with Cash Karo's tone of voice and service standards.
- Contribute to improving customer satisfaction and retention.

4. Process Improvement & Collaboration
- Work closely with Operations, Tech, Product, and Finance teams to resolve customer issues.
- Highlight process gaps that impact customer experience.
- Support improvements in workflows, response templates, and knowledge-base documentation.
- Adapt quickly to new product launches and process updates.

5. Reporting & Performance Tracking
- Track daily ticket volumes and resolution status.
- Maintain accurate customer records within the CRM system.
- Share regular updates on recurring issues and support trends.
- Support reporting requirements for team performance and operational improvements.

MUST HAVE QUALIFICATIONS

- 2+ years of experience in CRM, Customer Support, Customer Experience, or Customer Service.
- Hands-on experience handling customer support…