Customer relationship management

CashKaro.com · Gurugram, India

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 across multiple channels.

- Strong written and verbal English communication skills.

- Excellent problem-solving and customer-handling abilities.

- Experience using CRM or ticketing tools.

GOOD TO HAVE

- Experience with Freshworks/Freshdesk.

- Exposure to e-commerce, fintech, or digital consumer platforms.

- Experience working with SLAs and quality metrics.

- Strong attention to detail and process orientation.

WHY JOIN CASHKARO?

- Real Ownership, Real Impact — You're not a cog in a machine. You work directly on products and decisions that move the needle for a platform used by millions of Indians every day.

- Innovative Culture — No unnecessary layers, no committee lags. We move fast, back good ideas, and give people the space to build, experiment, and grow.

- Learning & Development — Structured L&D programs, cross-functional exposure, and a team that believes your growth is the company's growth.

- Wealth Creation — ESOPs awarded to many team members, because when Cash Karo wins, the people who built it should win too.

- Food, Sorted — Daily lunch and snacks in office. One less thing to worry about.

- Benefits That Actually Matter — Comprehensive medical insurance, Flexible Benefits Plan with tax benefits, wellness initiatives, and a workplace designed to support you.

- We Celebrate Everything — Festivals, birthdays, work anniversaries, life milestones. If it matters to you, it matters to us.

- Community, Not Just Colleagues — Team events, outings, dinner meetups, and the kind of in-office culture where people actually like showing up.

- Diverse by Design — We believe the best ideas come from the most varied rooms. Different backgrounds, different perspectives — that's not a policy, it's how we operate.