About Goodera
Goodera is the world's leading employee volunteering platform, powering companies to scale employee volunteering experiences globally through our innovative technology platform and unique operating model. With a presence in over 100 countries and support for 30+ languages, we connect over 500 clients—including 60+ Fortune 500 companies—with meaningful volunteer opportunities tailored to their communities. To date, our impact has reached over 10 million beneficiaries, powered by 1 million+ employee volunteers and a network of 50,000+ nonprofit partners. Growing at 100% year on year, we are backed by top investors including Zoom Ventures, Elevation Capital, Nexus Venture Partners, Omidyar Network, and Ursula Burns.
Location: Remote (India-based)
Shift: Night Shift (9:00 PM – 6:00 AM IST)
Experience: 1.5 – 3 Years (Non-fresher)
Role Overview
We are looking for a high-impact
CSM Support Associate to facilitate seamless operations for our Customer Success team. This role is unique: during quiet periods, you will drive operational excellence through documentation and data; during live periods, you will act as the critical support layer for events, ensuring internal hosts and client partners have everything they need to succeed.
Key Responsibilities
- CSM Enablement & Operations
- Audit CRM data to ensure all customer touchpoints and contract milestones are accurately recorded.
- Stakeholder Communication
- Serve as the primary internal point of contact for Client Partners and Event Hosts during the IST night shift.
- Manage shared inboxes ensuring internal queries are answered with professional, high-quality English prose.
- Issue Tracking & Resolution
- Log all technical hurdles encountered during shifts and coordinate with the product/engineering teams for long-term fixes.
- Documentation & Knowledge Management
- Create and update Standard Operating Procedures (SOPs) for the CS team.
- Maintain a Night Shift Log to ensure a flawless handoff to the morning team, ensuring no balls are dropped across time zones.
Qualifications
- Experience: At least 1.5 years in a Sales Ops or Event Tech role. We are not accepting freshers for this position.
- Communication: Exceptional written English skills are non-negotiable. You must be able to draft polished, client-ready internal communications.
- Problem-Solving: Proven ability to handle high-pressure Crisis Management scenarios without immediate supervision.
