Customer Support Specialist
Location:
Ahmedabad (Onsite)
Shift Timings:
UK Shift | 1:30 PM to 10:30 PM IST
5 Days Working (Monday to Friday)
Job Summary:
We are looking for an experienced and customer-focused Customer Support Specialist to manage international (UK-based) clients, ensure successful SaaS onboarding, drive customer retention, and support account growth. The role requires strong stakeholder communication, CRM expertise, and the ability to manage escalations while delivering measurable client success outcomes.
Key Responsibilities:
- Act as the primary point of contact for international (UK) clients
- Manage end-to-end SaaS onboarding, adoption, and implementation
- Configure, manage, and optimize CRM platforms (Salesforce, Zoho)
- Handle client escalations, issue resolution, and expectation management
- Drive customer retention, renewals, and account growth opportunities
- Track and report KPIs, SLAs, and client health metrics
- Map and optimize the customer journey to improve user experience
- Collaborate with Sales, Product, Tech, and Operations teams for seamless service delivery
- Lead cross-functional initiatives using Agile & Scrum methodologies
- Ensure consistent B2B relationship management and stakeholder alignment
Required Skills & Competencies:
- Client Success Management / Customer Success Operations
- International Client Handling (UK / Global Markets)
- Escalation & Stakeholder Management
- CRM Implementation & Administration (Salesforce / Zoho)
- SaaS Onboarding & Product Adoption
- KPI Tracking, Reporting & Data Analysis
- Customer Retention & Account Growth
- Cross-functional Leadership
- Agile & Scrum exposure
- Strong communication and problem-solving skills
Preferred Qualifications:
- 3–7 years of experience in Client Success / Account Management / SaaS Operations
- Prior experience handling UK or international clients
- Experience in B2B SaaS environments
- Familiarity with customer success tools, CRM analytics, and service delivery models
Why Join Us:
- Exposure to UK-based international clients
- Structured work hours with 5-day work week
- Growth opportunities in Client Success & SaaS leadership roles
- Collaborative, fast-paced, and process-driven work culture
