Openings

About Milaap:

Milaap is India’s largest crowdfunding platform for personal and social causes, especially healthcare and related needs. Constantly endeavouring to make it easier for people to raise money online for the causes that matter to them, the platform enables lay-people to raise funds for personal causes and emergencies, especially for tertiary healthcare like Cancer care, organ transplants, and accidents, for education and for community-related causes they care about.

Milaap community of funders come from over 130 countries across the world and have contributed over INR 440 Cr from 150,000+ projects across India. Over the last eight years, Milaap has become a preferred platform for people to raise and contribute towards causes they care about in India.

Responsibilities :

• Part of the core team responsible for powering the various apps and moving parts of the product
• Design, build and own key technology decisions and implementations
• Wear multiple hats - that of an architect, developer or product owner
• Collaborate with other team members to find optimal solutions and engineering workarounds based on resource/time constraints
• Communicate development status and features to the rest of the team members
• Manage interactions with designers, testers and other developers

Required Skills :

• 2-4 years of overall software development experience
• 1+ years of development experience with Ruby on Rails
• Experience with support of high-availability, high-performance, customer-facing web applications
• Expert in configuring and deploying multiple rails applications quickly
• Experience with collaborative code development in small agile teams and managing releases (Git, Continuous Integration, Capistrano)
• Experience building internal and external APIs and RESTful web services
• Strong foundation in Database ( SQL / Postgres )
• Experience deploying and managing applications on cloud-based infrastructure (Heroku/AWS)
• Outstanding understanding of software design and architecture

It will be good if you also have:

• Worked in a web startup before and been part of the core development during a high growth phase
• Practical experience with building scalable, high availability and high-performance systems
• Hands-on background with agile development practices including test driven development and scrums
• Contributed to open source projects on Github
• Familiarity with a variety of programming languages and development tools

Interested candidates can send in their resume and cover letter to secareers@milaap.org with the subject line 'Ruby on Rails Developer'

Responsibilities :

• Part of the core team responsible for powering the various apps and moving parts of the product
• Design, build and own key technology decisions and implementations
• Wear multiple hats - that of an architect, developer or product owner
• Collaborate with other team members to find optimal solutions and engineering workarounds based on resource/time constraints
• Communicate development status and features to the rest of the team members
• Manage interactions with designers, testers and other developers

Required Skills : 

•  4 - 6 years of overall software development experience
• 2+ years of development experience with Ruby on Rails
• Experience with support of high-availability, high-performance, customer-facing web applications
• Expert in configuring and deploying multiple rails applications quickly
• Experience with collaborative code development in small agile teams and managing releases (Git, Continuous Integration, Capistrano)
• Experience building internal and external APIs and RESTful web services
• Strong foundation in Database ( SQL / Postgres )
• Experience deploying and managing applications on cloud-based infrastructure (Heroku/AWS)
• Outstanding understanding of software design and architecture

It will be good if you also have :

• Worked in a web startup before and been part of the core development during high growth phase
• Practical experience with building scalable, high availability and high performance systems
• Hands-on background with agile development practices including test driven development and scrums
• Contributed to open source projects on Github
• Familiarity with a variety of programming languages and development tools

Interested candidates can send in their resume and cover letter to secareers@milaap.org with the subject line 'Senior Ruby on Rails Developer'

About the Company

Milaap is India’s largest crowdfunding platform for medical emergencies 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 the larger community. As a 10-year-old organization, Milaap has supported nearly 300,000 causes and needs, raising Rs. 1000 Crores and facilitating 4.1 million donations. Users from across 130 countries visit and use the platform.

We are changing the way people think about giving. Not that long ago, giving was just restricted to a large NGO or charity. We have 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 to share their authentic stories and receive support. And that’s just what we are doing today. We are thinking about the future, too. With teams working on AI-assisted chatbots to enable fundraisers to blockchain-based transparency solutions for donors, we are in for the long haul.

Role: Head, Customer Success

We are looking for a Customer Success Head to lead, scale, and improve our support operations. This role comes with a heavy focus on getting hands dirty in day-to-day user engagement operations to mentoring and leading a team of young, energetic associates and applying a product-first approach to improve our customer experience.

Responsibilities :

• You will head the customer support (WhatsApp, phone, email) and customer experience teams. 
• Be the owner of our User Engagement performance metrics for the  (TAT, QA, CX, CSAT scores) across channels - phone, email, social media and chat. 
• Gain a strong understanding of the product and business and work towards improving customer happiness
• Make actionable product recommendations by deep-diving into various queries, performing analyses, and drawing insights, that reduce the need for our customers to contact support.
• Recommend process and tools that build efficiencies to manage higher volumes with a lean team
• Coach the team on tone, language, and communication aligned with our values to improve the quality and the reactivity of our support operations. 
• Continuous communication with the cross-functional teams to ensure the customer support/experience team is aware of all events, requests from internal teams that need to be communicated to our customers. 
• Be at the forefront of any donor/customer conflict resolution scenarios, escalations reaching the management, and build/improve our SOPs to ensure they don’t occur in the future. 

Required skills & experience :

• 5-8 years of full-time work experience in online operations with atleast 3 years of experience in leading community operations/customer success/user engagement team is required. 
• Experience with an online consumer company, known for its customer engagement, is a must.
• Experience managing the day-to-day operations, and monitoring productivity of the team.
• In-depth knowledge & demonstrated ability on CRM tools (OneDirect/Zendesk/Freshdesk), phone/call support software (Ozonetel, Exotel) support channels ( Voice, Email, Chat, Social Media ), concepts and methodologies of customer support management.
• Excellent written and verbal communication skills, and well versed in writing to customers, handling escalations, including the ability to clearly articulate issues/solutions/decisions to all audiences.
• Demonstrable expertise in defining SLAs and building processes to ensure adherence.
• Demonstrated ability in coaching and mentoring customer service folks with objective feedback using Quality Assurance (QA) and/or training tools (eg MaestroQA, Klaus, EvaluAgent)
• Demonstrated ability to leverage data into decision making. Knowledge of Data analysis/business intelligence tools (eg SQL, Tableau, Microsoft BI) is a strong plus. 

Beliefs & Values that are integral for the role:

• You have a strong commitment to ethics, honesty, and integrity in conducting business
• You have a vision and can deliver a message that keeps people inspired and happy in their day-to-day workflow. 
• You believe in ensuring your team has everything they need to be successful and are consistently delivering delightful experiences to customers.
• You believe in genuine investment in your team's personal success. 
• It is a fact that you are never going to be able to please everyone as a manager. But you are a highly empathetic person and you are mindful of the impact of the decisions you make for the team or customer and you'll be able to provide insight into your decisions to help people (customers and internal team) understand the outcome.
• You trust your team and believe delegation as a link between ‘leading’ and ‘managing’
• You are a creative problem solver- you believe in going above and beyond SOPs and structure to solve a complex and time-sensitive customer issue. 
• You believe in the virtue of patience during coaching associates through tough situations or low performance or when tackling complex issues with customers who might be angry, rude, or impolite.
• You can be tactful and diplomatic when it comes to navigating tricky conversations. 

Interested candidates can write to uecareers@milaap.org with the subject line- Head, Customer Success

About Milaap

Milaap is India’s (and arguably Asia’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 the larger community. Our community of donors and fundraisers come from 130+ countries across the world and have raised over INR 900 Crores. Over the last ten years, Milaap has become the preferred platform for people to raise and contribute towards the causes they care about in India.

About the Role:

We are looking for someone talented and driven with 1-2 years of experience to create ground-breaking and high impact work. Someone who believes that social media marketing will always be the biggest marketing channel.
The candidate must possess up-to-date knowledge to interpret our content needs, design solutions with high visual impact and create textual content. These could be related to the design and visual aspect of social media creatives for fundraisers. In building Milaap's brand identity, this is a highly creative, yet structured role which will require the candidate to understand Milaap's audience. The candidate will work with Marketing and Business Development teams to create the right sort of design and content to elevate Milaap’s online presence.
Responsibilities :
1.     Creating content for social media

• Understand Milaap's content strategy
• Write powerful titles and description for posts on all social networks

2.     Design creatives for social media

• Design content that engages and inspires
• Must have working knowledge of social media domain and the capability to transform images into personifying these accounts including Facebook, Twitter, Instagram, and LinkedIn
• Understand elements of a social media post -- shareable, engaging and emotionally resonant video for social media platforms

3.     Additional Responsibilities

• Scheduling for all social platforms
• Updating OG content on web pages including image upload
• Maintain an organised inventory of graphics for future use as needed

Required skill-sets :

1. Fluent language and communication skills; ability to communicate effectively with marketing team to understand requirement
2. Ability to create content for an online audience
3. 1-2 years of experience working as a social media personnel
4. Possession of creative flair, versatility, conceptual/visual ability and originality
5. An understanding of how to engage audience on social media with relevant and insightful content
6. Self-motivated and ability to work independently while maintaining a high attention to detail
7. Think creatively and develop new design concepts, graphics and layouts
8. Execute projects with excellence adhering to deadlines
9. Up to date and proficient with Canva or Photoshop

If Interested can share there CV to the below mentioned ID, we will contact you.
smhire@milaap.org

Milaap is a well funded, fast-growing, and revenue positive firm (www.milaap.org) which is one of Asia’s leading platforms for healthcare fundraising.

Over the last 10+ years, we have traversed a long way, channeling over Rs 1100 Crores to ~ 280,000+ worthy causes and initiatives. We have continued to grow, with positive cash flows, to consolidate our position as the largest brand in crowdfunding in India.

Role

At this juncture, we see an inflection point in the space for crowdfunding. We are looking for an experienced individual to lead our business operations, paving the way for the next phase of growth.  

This is a business role. The primary goal is an independent charge of growth & profitability of a crucial business channel, and hence remove the involvement of the founders. Specific activities, or functional work listed below, are means to achieve this goal. In many ways, this role is a combination of a “COO”, “internal management consultant” and “marketing/growth head”, all in one.

Head of Business Operations is responsible for strategy and effective execution of all operations around product marketing, brand awareness to profitably increase the revenue and grow the brand. The individual has a strong mix of experience across marketing, operations, and business development for digital businesses with a hunger to grow to a leadership role.  Your success in this role prepares you well to eventually become COO of a fledgling startup or a profit-center ownership (VP) in a high growth company.

Responsibilities

The ideal candidate is a hands-on, growth-focused leader responsible for the KPIs of all marketing and business development initiatives.

• Oversee the strategy, tactics, and day-to-day management of our presales and distribution channels focused on driving contributions, campaign setups, and brand recall as a go-to platform for crowdfunding.
• Work closely with sales and product teams to identify, strategize, and execute user education and brand awareness initiatives, both short- and long-term, determining which methods work for the user and brand and why. Continuous evolvement of strategy is a must. 
• Lead the in-house team and work closely with external agencies to exceed near-term Customer and Gross Profit targets while building the foundation for long-term growth; managing all the necessary trade-offs in between. Effectively balance efficiency improvements and placing bold bets on growth
• Motivate individual contributors involved in paid media, owned media, and earned media initiatives to achieve stretch goals that align with the company’s objectives. 
• Encourage coaching and mentoring within teams, focus on the learning and development needs of employees, and ensure collaboration and teamwork across cross-functional teams. 
• The ideal candidate for this role should be someone who believes in the power of storytelling AND measuring its impact. Translating technology into human speak will be one of the key responsibilities

 Ideal Profile

• 8-12 years of functional experience across business strategy and operations, product marketing and growth, pre-sales functions with at least 3+ years in a managerial/ leadership capacity of a cross-functional team. Past experience in a B2C (focused on tier 2 cities and beyond) or B2B (selling to Indian customers) is a strong plus. 
• Demonstrated ownership of P&L  ($ 10Mn+ Annual Revenue Rate) within an emerging consumer internet company (2Mn+ monthly visitors)
• Excellent interpersonal and negotiation skills to manage vendor and agency relationships. 
• Strong ‘first-principles thinking’ and understanding of user acquisition and activation models (funnels and loops). Must have a broad understanding of digital channels, including Display Advertising, Affiliate, SEO/SEM, Social Media, and Mobile. Experience with New Media and Influencer Marketing is a plus. Must have a keen sense of tactical execution in this space
• C-level presence and confidence to be able to meet with internal and external partners at the most senior level
• Strong project management skills to be able to drive multiple projects forward towards closure and impact
• Optimistic attitude; as most of your projects are unexpected and tough new challenges and opportunities, you must bring optimism and excitement to people you’re working with
• We, at Milaap, believe in being patiently impatient. By that we mean, we believe in hustling to execute ideas that excite us but also believe in moving on swiftly if results aren’t promising. 
• The success of this role thrives on collaboration. It’s vital that you act as a mediator between the different parts of the team, in order to solve issues and foster cooperation. 

Beliefs And Values, which we cherish:

• We believe that businesses can be a driving force for social good. 
• We believe in ambition, in the discipline to strive relentlessly towards that ambition
• We are empathetic to the needs of people, who we meet in our daily lives, and willing to go the extra mile for them
• We want to build things that will outlast us as individuals. Everyone is invaluable, nobody is indispensable.
• We hope everyone seeks Ikigai, and believe Milaap can pave the path for one to achieve it

Interested candidates can write to ops@milaap.org with the subject line- Head, Business Operations

About the company

Milaap is India’s largest crowdfunding platform for personal and social causes. Our mission is to make it easier for individuals and organizations to raise money online for the needs and causes that matter to them, their loved ones, their neighborhood, and the larger community. As a 10-year-old organization, Milaap has supported nearly 300,000 causes and needs, raising Rs. 1000 Crores and facilitating 4.1 million donations.

Know more here: https://milaap.org/

Required skills, abilities, and experience

• At least 5 years of working experience with 3 years experience in a cross-functional environment within Operations, Customer Support, or Program Management handling Fraud & Risk Management, payment/transaction risk management,  Risk Analytics.
• Experience in handling issues/escalations related to violation of Terms and conditions, coordination with legal teams
• Demonstrated analytical, advisory, negotiation, and documentation skills Excellent analytical & problem-solving skills, comfortable with large amounts of data and drawing insights. Strong technical bent of mind for scalable/sustainable solutions.
• Exposure to operational excellence experience with desired knowledge of process development & strategy formulation and execution
• Experience User Safety or Research environment
• Excellent communication skills with the ability to articulate solutions involving technical nuances.
• Knowledge of fraud prevention tools such as Seon, fraud.net, etc
• Experience with analytical tools such as Google analytics, moonshot, quick sight, tableau, etc.
• Demonstrated capacity for critical thinking, research, and analysis Strong attention to details
• Ability to work closely with cross-functional teams including Engineering, Product, Legal, and Customer Support Operations.
• Strong team and Stakeholder management experience

Responsibilities:

• You will head the team of Trust and Verification
• Collaborate with management, product, customer support, legal teams to devise efficient strategies for fraud prevention, optimizing processes, workflows, tools and systems.
• Create and enhance tools, system functionality, robust reporting frameworks Research and evaluate different risk factors regarding business decisions and operations
• Responsible for all legal and legal-related external matters such as litigation, investigations, compliance.
• Communicate and negotiate with external parties including legal teams and public authority
• Apply effective risk management techniques and offer proactive advice on possible legal issues
• Create a relationship of trust with external stakeholders (legal teams, payment systems, risk management tools)
• Analyze fraud reports, identify trends that need to be addressed, and communicate findings to the appropriate stakeholders
• Identify workflow pinpoints, and optimize/ scale processes.
• Collaborate and communicate with internal stakeholders such as product, engineering, legal, and customer support to ensure they are up-to-date on all policy, process and product changes.
• Maintain a high level of awareness and knowledge about scam, fraud, and abuse trends in the industry.
• Execute necessary measures to shield the organization from any legal risks.
• Provide coaching and feedback to ensure the team maintains a high level of productivity and quality

Working Style, Beliefs, and Values which are integral for the role

• You can work with limited guidance and adapt to changing priorities and directions
• You can handle ambiguity and lead the team through changes in direction, and strategy.
• You believe in genuine investment in your team's personal success.
• You believe in regular training and skill up-gradation of your team.
• You can work and build relationships with external stakeholders.

Interested candidates can apply here- https://www.shortlist.net/jobs/3798