TradeKart is reshaping the trade and construction world with our rapid delivery platform. We connect tradespeople with over 85,000 products from local merchants — delivered in as little as 30 minutes. We’re looking for a Customer Experience Manager to build and scale a best-in-class support function from the ground up.
You’ll own the entire customer support function — from designing systems and processes to resolving complex issues, ensuring excellence across every customer interaction, not just post-checkout. Your work will directly shape how our customers experience TradeKart every day.
You’ll work cross-functionally with Ops, Product, and Tech — and lead the evolution of our support tooling, feedback loops, and automation strategy.
You’ll set the vision for how support contributes to growth, retention, and operational quality, while laying the foundation for a scalable CX team.
Customer Support Systems
~ Build and own core support workflows, KPIs, and service standards
HubSpot (ticketing, CRM, automation)
Power BI / Tableau (dashboards)
Miro (journey mapping & service design)
Training & Playbooks
~ Build onboarding flows, escalation guidance, and tone-of-voice assets
3+ years in a customer service, CX, or support leadership role
~ Experience scaling service operations and tools (HubSpot, Monday.Strong with reporting tools like Power BI or Tableau
~ Bonus Points For
Experience in marketplaces, logistics, or field service businesses
Opportunity to shape the customer experience function of the future
Competitive package + flexible hybrid setup
We do not discriminate based on race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, or other applicable legally protected characteristics.