Role Overview
As a part of Customer Experience (CX), you will be the primary point of contact for customers across their lifecycle - starting from onboarding and implementation to ongoing support and long-term success. This role requires strong communication skills, problem-solving ability, learning mindset and a deep customer-first approach.
Key Responsibilities
Customer Engagement & Communication
- Act as a trusted point of contact for customers via calls, emails, tickets, and meetings.
- Communicate clearly, professionally, and empathetically with customers at all times.
- Set the right expectations and provide timely updates on issues, progress, and resolutions.
- Schedule regular monthly/quarterly customer check-ins to understand customer needs, feedback, and overall experience.
Customer Experience Execution
- Assist customers with product usage, queries, and issue resolution.
- Resolve customer issues effectively through clear communication, empathy, and structured troubleshooting.
- Drive onboarding conversations to capture requirements, align expectations, and enable successful implementation.
- Ensure customers understand payroll, HR, and system workflows relevant to their setup.
- Proactively identify risks, gaps, or opportunities to improve customer experience.
- Drive adoption by identifying usage gaps and enabling customers to confidently use Keka's platform.
- Post Assessment you will be allocated to one of the following work streams. (Onboarding/ Customer Success/ Customer Support)
Problem Solving & Process Adherence
- Diagnose issues, identify root causes, and provide accurate resolutions
- Follow defined processes, SLAs, and documentation standards
- Escalate issues appropriately with clear context and impact
- Schedule monthly/quarterly meetings with customer to understand customer standpoint
Collaboration & Continuous Improvement
- Contribute to internal documentation, FAQs, and knowledge bases
- Participate in training, enablement sessions, and process improvements
Required Skills & Competencies
- Strong verbal and written communication skills with the ability to simplify complex concepts for customers
- Customer-first mindset with empathy and professionalism in handling challenging conversations
- Logical problem-solving skills with a strong willingness to learn HR, payroll, and SaaS workflows
- Quick to adapt in fast-paced environments and open to feedback for continuous improvement
- High sense of ownership with effective collaboration across cross-functional teams
Preferred Qualifications
Bachelor's degree in BBA / MBA (HR) / B.Tech / MCA / M.Tech
What Success Looks Like in This Role
- Customers feel supported, heard, and confident using Keka.
- Issues are resolved effectively with minimal escalations.
- Clear, consistent, and professional communication across all touchpoints.
- Positive feedback from customers and internal stakeholders.
Why Join Keka
- Opportunity to work on a product that directly impacts people operations.
- Strong focus on learning, enablement, and growth.
- Collaborative culture with high ownership and accountability.
- A chance to shape exceptional customer experiences at scale.
