- 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.
