Role: Associate - Customer Service Operations
Department: Customer Success
Location: Bangalore
Shift timings: 2 PM - 11 PM IST
Employment Type: Full-Time (Hybrid) || Individual Contributor ||

Role Overview

We are seeking a detail-oriented, operationally strong Customer Service Operations Associate/Senior to manage and execute operational tasks for the SaaS Management Platform.

This role is critical in ensuring data accuracy, operational excellence, compliance, and a high-quality customer experience. The ideal candidate will serve as a point of contact (POC) in core module operations of a SaaS product, supporting customers primarily and internal stakeholders, while ensuring timely & accurate execution of tasks.

Key Responsibilities

Operational Excellence and Task Management
Stakeholder and Customer Service Management
Process Excellence
Resolution Excellence

Required Skills

Strong Attention to Detail
Excellent Data Validation and Analysis Skills
Strong Process-Oriented mindset
Task and priority management

Technical Skills

Experience working with SaaS management platforms (preferred).
Proficiency in Google Sheets.
L1 troubleshooting and understanding of the issues.

Communication Skills

Strong written and verbal communication.
Ability to interact with internal and external stakeholders.
Ability to deliver clear, structured, and engaging product demonstrations to the customers/champions.
Ability to cross-collaborate with customer success support, product & engineering.

Problem-Solving Skills

Strong analytical thinking.
Ability to identify discrepancies and resolve issues.
Ability to manage complex operational scenarios.

Experience (1 - 3 years)

Experience in Customer Operations, Support Operations, or SaaS Operations.
Relevant experience in Customer Operations or SaaS platform operations.

Nice to Have

Experience handling customer service via ticketing tools (Freshdesk, Jira).
Exposure to AI and enterprise SaaS platforms.
Experience working with global or distributed customers & teams.

We can't wait to meet you!

Customer-first mindset; execute tasks; ensure SLAs, Quality, and Customer Experience are delivered beyond expectations.
Strong bias toward action and ownership, and thrives in a fast-paced, scaling startup environment.

Associate - Customer Service Operations