Jr. Customer Success

As a Jr. Customer Success professional based in Surat, you will play a crucial role in ensuring the satisfaction and success of our customers. With 1-3 years of experience, you will be responsible for various key tasks to enhance the overall customer experience. Your responsibilities will include overseeing the smooth onboarding process for new clients, ensuring timely delivery of customized features, and managing the resolution of customer inquiries and issues through multiple channels such as email, chat, phone, and support tools. You will be tasked with handling escalated customer issues effectively, gathering and analyzing customer feedback to identify areas for improvement, and implementing strategies to enhance customer satisfaction and loyalty. Additionally, you will maintain a comprehensive knowledge base for customers and support agents, track key performance indicators (KPIs), and provide valuable insights and recommendations based on support data. Collaboration with cross-functional teams including product, development, sales, and marketing will be essential to ensure a seamless customer experience. Your role will also involve communicating customer feedback for product improvement, scheduling monthly client meetings to understand their needs, and proactively identifying opportunities for upselling additional products or services. To qualify for this role, you should hold a Bachelor's degree in Business Administration, Information Technology, or a related field, along with at least 3 years of experience in customer support or customer success roles, including 1 year in a managerial position. Proficiency in customer support software, CRM tools, excellent communication skills, and the ability to analyze customer data are essential requirements. A sales mindset, problem-solving skills, and a passion for delivering exceptional customer experiences will be key attributes for success in this position. If you are a customer-centric professional with a strong understanding of customer needs and a willingness to work flexible hours to accommodate different time zones, we invite you to join our team in this full-time role. The position is based in Surat, with a day shift schedule from Monday to Friday.,