Functions / Responsibilities

Milaap is India’s largest crowdfunding platform for personal and social causes. Our mission is to make it easier for people to raise money online for the needs and causes that matter to them, their loved ones, their neighborhood and larger community.

Our community of donors and fundraisers come from 130+ countries across the world and have raised over INR 300 Crores for 100,000 unique campaigns and projects across India. Over the  last seven years, Milaap has become the preferred platform for people to raise and contribute towards causes they care about in India.

We’re changing the way people think about giving. Not that long ago, giving was just restricted to a large NGO or charity.  We’ve flipped the context of giving from donating to an organisation to directly helping an individual, a friend/colleague/family member or even a stranger, when they need the most. Whether it’s a medical emergency, sports athlete, or an animal shelter, we use technology to enable people share their authentic stories and receive support.  

The Role: Business Operation Analyst

Milaap is seeking highly motivated individuals with 0-2 years of experience looking to join our User Engagement team. Public interaction is at the core of what we do at Milaap supporting more than 800,000+ users and millions of visitors across 130+ countries. We believe in having conversations as real people and not 'support tickets'. Each conversation is unique and the way we handle and respond to the concerns of our user has a direct impact on our business and the user we serve. This is an incredibly fast-paced job where you are required to move quickly and think on your feet.

Responsibilities: 

• You will Interact with our users and visitors across various platforms - social, chat, email and phone calls using our internal tools.
• Gain strong understanding of the product and business and work towards improving customer happiness.
• Provide feedback to product, marketing and tech teams regarding user feedback and requirements (features, functionality and collaboration opportunities).
• Serve as the single point of resolution for the customer and assist with product information/queries and site navigation.
• Help in improving processes so we always optimize for better customer experience.
• Identify patterns and help in making our product and support systems better as we scale.
• Conceptualize, draft and review content of the campaigns running on the platform
• Perform background verification of the cause and the campaigner to ensure credibility

Who you are;

• Empathetic: You genuinely care about people and want to help them. You are obsessed about customer experience, and instantly build a rapport with the customers by listening to them with attentiveness, probing if required, acknowledging the issue, and displaying a genuine willingness to help. You remember people and your earlier conversations with them.
• Problem solver: Not all customer queries and issues are straightforward. You are someone who is passionate about putting the customer first and finding right solutions no matter how challenging the situation.
• Attention to detail: You are someone who has a keen eye for details and achieves thoroughness and accuracy when handling customer queries or providing information. 
• Great Communicator: You have a way with words and enjoy expressing your thoughts precisely and clearly in your emails, social media and phone conversations that reflect our values - humble, approachable and sincere. People enjoy what you write and love reading an email from you.
• Keen observer: You look and listen for subtle clues about the customer's current mood, patience level, personality, etc., and you’ll go far in keeping your customer interactions positive. You are the face of the company who is passionate and thrives to make a positive impact.
• Grammar enthusiast: You know the difference between "Your" and "You're".  
• Hustler: You love to thrive in a fast-paced, high-pressure environment with a willingness to learn. You are a go-getter who understands that your customers are people too, and knowing that going the extra mile will come back to you ten-fold and help in your growth. 
• Process compliant: You look at know how to balance freedom of expression and process compliance and love analyzing ways to scale support 
• Comfortable with ambiguity: You understand that all answers are not readily available and you'll be a part of finding answers 
• Driven by career growth: You'll join the fastest growing team at Milaap and are driven by building a career in customer relationship management.

Desired Skills and Experience:

• 0-2 years of experience, preferably in customer management and relationship role. 
• Strong commitment to ethics, honesty, and integrity in conducting business.
• Candidate must preferably be a graduate or postgraduate.
• Outstanding verbal and written communication skills in English. Proficient in speaking any of the southern state languages and Hindi.
• Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days,8 working hours each day) 
• Ability to throw surprise office parties is a strong plus. 

If interested please click on the link : https://www.shortlist.net/jobs/1451/milaap-%28india%E2%80%99s-largest-crowdfunding-platform%29/business-operations-analyst 

Apply