Customer Support Specialist

Job Description

InRadius Position: Customer Success Executive Reporting To: Founder's Office – Product & Customer Success Lead Role Objective To build strong and ongoing relationships with employer clients (talent seekers) on the InRadius platform. This role is central to improving employer satisfaction, platform engagement, conversion to paid plans, and long-term retention. The individual will act as the first line of support and relationship-building for employers, ensuring they extract maximum value from the platform. Core Responsibilities 1. Employer Onboarding & Support - Ensure all new employer sign-ups receive proper onboarding via calls, walkthroughs, or WhatsApp support. - Assist employers in completing their company profiles, verifying details, and posting their first job. 2. Engagement & Usage Activation - Monitor platform activity and proactively engage low-activity employers. - Share platform tips, best practices, and success stories to encourage deeper usage. - Follow up on job posting progress and hiring outcomes to close the feedback loop. 3. Paid Plan Conversion - Understand employer hiring needs and pitch relevant paid plans and features. - Share benefits of premium access, visibility boosts, and curated shortlists to convert free users into paying clients. 4. Relationship Building & Retention - Maintain regular contact with employers to build trust and relationship equity. - Handle concerns, feature requests, or dissatisfaction with empathy and prompt resolutions. - Work closely with Product and Growth leads to pass on actionable insights from employers. 5. CRM & Task Management - Maintain detailed activity logs and engagement status in CRM. - Follow daily/weekly schedules for callbacks, emailers, renewals, and retention conversations. - Support periodic reporting on satisfaction and retention metrics. Tools & Skills You'll Use or Learn CRM Tools: Google Sheets / HubSpot (TBD) Communication: WhatsApp, Email, Zoom, Crisp Chat Analytics: Internal Dashboards, Feedback Forms Sales Enablement: Plan Pitching, Objection Handling