Lead - Customer Relationship Management

Glance AI is an AI commerce platform shaping the next wave of e-commerce with inspiration-led shopping, less about searching for what you want and more about discovering who you could be. Operating in 140 countries, Glance AI transforms every screen into a stage for instant, personal, and joyful discovery, where inspiration becomes something you can explore, feel, and shop in the moment.

Its proprietary models, seamlessly integrated with Google’s most advanced AI platforms, Gemini and Imagen on Vertex AI, deliver hyper-realistic, deeply personal shopping experiences across categories such as fashion, beauty, travel, accessories, home décor, pets, and more. Designed to seamlessly integrate into everyday consumer technology, Glance AI reimagines the future of e-commerce with inspiration-led discovery and shopping.

With an open architecture built for effortless adoption across hardware and software ecosystems, Glance AI is creating a platform that can become a staple in everyday consumer technology. It partners with the world’s leading smartphone makers, connected TV manufacturers, telecom providers, and global brands — meeting people where they are: on mobile, smart TVs, and brand websites.

Through Glance AI’s rich first-party data and unparalleled consumer access, it harnesses InMobi’s global scale, insights, and targeting capabilities to create high-impact, performance-driven shopping journeys for brands worldwide. Part of the InMobi Group, a global technology and advertising leader reaching over 2 billion devices and serving more than 30,000 enterprise brands worldwide, Glance AI is backed by Google, Jio Platforms, and Mithril Capital.

Glance - An InMobi Group Company

Founded in 2019, Glance is a consumer technology company that operates some of the most disruptive digital platforms including Glance, Roposo, and Glance TV. Glance has redefined the way the internet is consumed on the lock screen, removing the need to search for and download apps. Over 400 million smartphones now come enabled with Glance’s next-generation internet experience.

Roposo has revolutionized commerce by launching a destination for creator-led live entertainment commerce. Glance TV is changing the way consumers engage and interact with their televisions.

Headquartered in Singapore, Glance is an unconsolidated subsidiary of InMobi Group and is funded by Jio Platforms, Google, and Mithril Capital. For more information, visit glance.com, roposo.com, and inmobi.com.

What should you know about joining Glance?

At Glance, we walk the talk – free yourself, dream big, and chase your passion! On joining, you’ll have opportunities to make an immediate impact on mission-critical projects, as you work with highly capable and ambitious peer groups.

Be rewarded for your autonomy even as you collaborate. Ideate, innovate, and inspire by leveraging bleeding-edge tech to disrupt consumer experiences.

While you work, we’ll take care of nourishing your body, mind, and soul. This includes daily meals, gym, trainings, tech tools, and regular unwind sessions. Also, feel free to bring your kids – even the furry ones – to the office!

ABOUT THE ROLE

We are hiring a CRM & Customer Relationship Management Lead to build and run Glance’s end-to-end customer query, complaint, and concern resolution infrastructure. This role goes well beyond traditional customer support — you will architect the entire CRM system, design automated workflows, set up intelligent routing and escalation paths, build self-service mechanisms, and create a reporting layer that gives leadership real-time visibility into customer health.

You will work with tools like Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot Service Hub and will be expected to evaluate, recommend, and implement the right stack for Glance’s scale and complexity. You report to the Director of Strategy & Operations and will collaborate closely with the Product, Engineering, and Community charters.

KEY RESPONSIBILITIES

• Design and implement a scalable CRM and complaint management system from the ground up — covering intake, categorisation, routing, resolution, and feedback loops.
• Evaluate and deploy CRM/helpdesk platforms (Zendesk, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub, Zoho Desk, or own systems) suited to Glance’s needs.
• Build automated workflows for ticket triage, SLA enforcement, escalation triggers, and resolution tracking using no-code/low-code automation
• Set up AI-powered auto-reply and deflection systems , chatbots, canned responses, knowledge-base self-service portals , to reduce first-response time and agent load.
• Create omnichannel intake infrastructure: email, in-app, web forms, social media mentions, and voice — all funneling into a unified agent workspace.
• Define and enforce SLA policies with automated breach alerts, priority-based routing, and real-time dashboards.
• Build a comprehensive reporting and analytics layer — ticket volumes, CSAT/NPS scores, resolution times, agent performance, complaint trend analysis, and root-cause identification.
• Establish a structured escalation matrix with clear ownership tiers (L1/L2/L3) and cross-functional handoff protocols to Product and Engineering.
• Design and maintain a customer-facing knowledge base / FAQ centre with regular content refreshes based on trending queries.
• Develop customer lifecycle communication workflows — onboarding sequences, proactive outreach, re-engagement triggers, and win-back campaigns.
• Ensure data hygiene, CRM record accuracy, and compliance with data protection regulations (IT Act, GDPR where applicable).
• Produce weekly and monthly CRM health reports for leadership, including actionable recommendations.

MUST-HAVE QUALIFICATIONS

• 3–5 years of experience in CRM management, customer operations, or customer success — preferably in a tech, e-commerce, or consumer-internet company.
• Hands-on experience setting up and administering at least one enterprise CRM/helpdesk platform (Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot Service Hub).
• Proven ability to design complex automated workflows — ticket routing, SLA escalations, auto-replies, and multi-step resolution pipelines.
• Strong understanding of complaint management best practices: omnichannel intake, intelligent triage, root-cause analysis, and closed-loop feedback.
• Experience building reporting dashboards (using native CRM analytics, Looker Studio, Power BI, or similar) for leadership visibility.
• Excellent communication skills — ability to draft customer-facing macros, FAQs, and knowledge-base articles that are clear, empathetic, and on-brand.
• Data-driven approach to decision-making with comfort in SQL or spreadsheet-based analysis for CRM data.

NICE-TO-HAVE / PREFERRED

• Experience with AI-powered CRM features: intelligent triage, sentiment detection, auto-categorisation, and AI agent deployment.
• Familiarity with integration middleware (Zapier, Make, Power Automate) and APIs for connecting CRM to internal systems.
• CRM platform certifications (Zendesk Administrator, Salesforce Service Cloud Consultant, HubSpot Service Hub, etc.).
• Experience with social media complaint management tools (Sprinklr, Sprout Social) for routing social mentions into the CRM.
• Background in building customer health scoring models or churn prediction frameworks.
• Knowledge of VoC (Voice of Customer) programmes and NPS/CSAT survey design.
• Experience in a mobile-first consumer product environment in India.

KEY SKILLS & COMPETENCIES

• Systems Thinking — Ability to architect end-to-end CRM infrastructure with interconnected workflows, not just manage tickets.
• Automation Mindset — Default instinct to automate repetitive tasks; comfort with no-code tools and workflow builders.
• Analytical Rigour — Can extract insights from CRM data, identify patterns in complaint volumes, and build actionable dashboards.
• Customer Empathy — Genuinely cares about customer experience and can translate that into process design and communication tone.
• Tool Mastery — Deep proficiency in at least one CRM/helpdesk platform with ability to quickly learn and evaluate others.
• Process Design — Can document SOPs, escalation matrices, and resolution playbooks that scale with team growth.
• Cross-Functional Influence — Can work with Product, Engineering, and Marketing to close the loop on systemic customer issues.