Customer Success Manager

Position: Customer Support Specialist

Location: Delhi

Working Days: Monday to Saturday

Experience Required: 2 years

Role Overview

We're looking for a tech-savvy Customer Support Specialist who is quick to learn, proactive in solving problems, and excited about building scalable customer support processes. This is a hybrid role (Delhi-based candidates preferred), requiring 6 working days per week, with Saturday support being crucial.

The role involves handling chat support, conducting onboarding calls, and enhancing our knowledge base (including quick replies, help center articles, and training materials like videos). Over time, your contributions will shape an AI-powered support system that can answer most customer queries efficiently.

Key Responsibilities

1. Respond promptly to customer queries via chat, ensuring satisfaction and resolution.
2. Conduct onboarding calls to familiarize new customers with the platform.
3. Build and maintain an extensive knowledge base, including:
4. Quick replies for common queries.
5. Help center articles and FAQs.
6. YouTube videos and tutorials.
7. Ensure every customer interaction updates the knowledge base for future reference.
8. Collaborate with the product and engineering teams to resolve technical issues and improve customer support processes.
9. Identify recurring customer pain points and proactively suggest solutions or improvements.

What We're Looking For

1. Tech-savvy individual with the ability to quickly adapt to new tools and technologies.
2. A proactive learner who can figure things out independently.
3. Strong written and verbal communication skills.
4. Experience in customer support or a related role (freshers with the right mindset are encouraged to apply).
5. Familiarity with eCommerce, SaaS, or AI tools is a plus.
6. Organized, detail-oriented, and able to multitask effectively.
7. Comfortable working in a hybrid setup (3 days from the office, 3 days remote if based in Delhi).

Perks & Benefits

1. Join a fast-growing startup with significant opportunities for growth.
2. Work closely with founders and a passionate, motivated team.
3. Competitive salary with scope for advancement.
4. Flexible work arrangements to ensure work-life balance.
5. Access to cutting-edge tools, including AI and CRM systems.

Internal Requirements -

CS Evaluation Criteria

Communication

CS is about communication. Effective communication is in itself a huge part of the job, and the successful candidate must be able to do this in many instance, including but not limited to:

1. Understanding the user's issue and any solution we internally propose (comprehension)
2. Relaying issues concisely so that people internally understand it through a summary (Reporting)
3. Conveying information to the user in a way that they understand (dumbing-down-ification)
4. Without using too many words
5. Understanding non-standard terminology and converting it into vocab (interpretation).
6. Typing Speed (WPM) - https://www.keybr.com/typing-test (30 seconds)

Apart from that, there are behavioral things that soothes a customer. Sounding human is also key, and making sure people feel like they are heard is also important. These things are slightly more instinctive.

Diagnosis and Troubleshooting

A successful candidate must also be able to figure out issues. CS is the layer between customers and our team. CS must strive to buy as much time and filter out as many issues as possible so that they don't disturb the internal workings of our team.

For this, the CS candidate must be able to logically think of ways to resolve issues on their own. These methods include, but are not limited to:

• Replication - seeing if the issue the customer is reporting is happening again or with others
• Data Collection - What are all the visible symptoms of the reported issue Are there any errors Is there any other weird behaviour
• Research - Is this issue already something they have guides/videos on Can I google a particular error code and figure out what it could mean
• Testing - If I have a solution in mind, can I test it to see if it will work

Even though CS acts as a layer to prevent escalations, the candidate must also understand when something has to be escalated and is beyond their ability to figure out.

Ultimately, the customer must end up with the most satisfactory response in a reasonable amount of time. To that end, CS must find the most optimal path.