We are looking for a Global Customer Care Agent to join our customer Care team in India. The Customer Success Team Lead will play a pivotal role in ensuring the satisfaction and retention of our valued customers. We are looking for a person who is dedicated to ensuring customer satisfaction and have the managerial skills to drive excellence Responsibilities: Nurturing long-term relationships, proactively identifying issues, and driving customers throughout their journey with our product. Overseeing, mentoring and ensuring clients satisfaction with the solution and processes. Develop and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor. Collaborate with cross-functional teams to ensure seamless onboarding, product adoption, and ongoing success for each customer. Monitor customer status, identify potential risks, and showcase new product features and functionality. Proactively identify opportunities for growth and expansion within existing customer accounts. Requirements: 3+ years of professional experience in leading customer-facing teams. 2+ years of professional experience in the Hospitality field. Experience in building or supporting differentiated service tiers or unique customer segments. Proficiency in using customer CRM and engagement tools. Strong project management skills. Ability to influence, persuade, negotiate, and build good relations with customers. Passion for customer success and a commitment to delivering an outstanding customer experience. Willing to provide a “Hands-on” approach. Ability to work independently and collaboratively in a fast-paced, dynamic environment. Strong verbal and written English communication skills. Show more Show less

We are seeking a smart, proactive and quick learning person to join our dynamic TIER2 support team. This role is critical in providing top-tier technical support and exceptional customer service to our valued clients. The ideal candidate will possess a deep understanding of our products and services, advanced troubleshooting skills, and a passion for solving complex issues. The specialist will act as an escalation point for other teams and will be responsible for ensuring the highest level of satisfaction for our customers. Responsibilities: Advanced Troubleshooting and Support: Provide expert-level technical support to resolve complex customer issues, including software and network-related problems. Escalation Management: Serve as the primary point of escalation for other teams, ensuring timely and effective resolution of issues. Customer Communication: Maintain clear, professional, and timely communication with customers throughout the support process, ensuring they are informed of progress and resolutions. Knowledge Base Management: Contribute to and maintain an up-to-date knowledge base, including writing and updating technical documentation and FAQs. Training and Mentorship: Provide training, guidance, and mentorship to lower-tier support staff to enhance their technical skills and customer service capabilities. Incident Management: Track, document, and manage support incidents using the company’s ticketing system, ensuring all issues are logged and updated accurately. Root Cause Analysis: Conduct thorough root cause analysis on recurring issues and work with relevant teams to implement long-term solutions. Collaboration: Work closely with other departments, including the dev team and the product management, to ensure seamless support and product enhancements. On-Call Support: To consult our partners in case of urgent issues. Requirements: Experience: Minimum of 2 years in a technical support role. Technical Skills: API platforms - Insomnia/Postman, reading JSON/XML logs, understanding of HTTP protocol. Communication: Good verbal and written communication skills in English, with the ability to convey technical information to both technical and non-technical users. Problem-Solving: Strong analytical and problem-solving skills, with a proactive and detail-oriented approach. Customer Focus: Demonstrated commitment to providing exceptional customer service and improving customer satisfaction. Team Player: Ability to work effectively in a team environment, collaborate with cross-functional teams, and contribute to a positive team culture. Adaptability: Flexibility to adapt to changing priorities, handle multiple tasks simultaneously, and work under pressure.