Work Timing: 6:30pm-3:30am IST, Fully Remote
About the Role
We are looking for a proactive and customer-focused Customer Success Specialist/Manager to support and engage our growing customer base. This role is critical in ensuring timely support, maintaining SLAs, and driving strong customer relationships to improve retention and overall experience.
You will act as the primary point of contact for customers—resolving issues, guiding them through product workflows, and proactively identifying opportunities to enhance their experience.
Key Responsibilities
1. Customer Support & Issue Resolution
- Manage and resolve customer queries via chat, email, and calls within defined SLAs
- Troubleshoot product-related issues and collaborate with product/engineering teams for resolution
- Ensure high customer satisfaction through timely and effective communication
2. Customer Success & Engagement
- Build and maintain strong relationships with key accounts
- Proactively engage with customers to drive product adoption and usage
- Identify churn risks early and execute retention strategies
3. Process Improvement & Cross-functional Collaboration
- Identify recurring customer issues and suggest process improvements
- Work closely with internal teams (Product, Engineering, Support) to streamline workflows
- Contribute to building scalable support and success processes
Required Qualifications
- 3+ years of experience in Customer Success or Customer Support in a B2B SaaS environment
- Strong ability to quickly learn and apply technical product workflows
- Proven experience handling US-based customers across chat, email, and calls
- Excellent problem-solving skills with the ability to troubleshoot effectively
- Experience managing and growing customer accounts
- Strong communication skills with a professional and customer-first approach
Preferred Qualifications
- Experience in the US real estate industry
- Background in the fintech sector
- Understanding of investment concepts, financial products, or workflows
- Experience with tools like HubSpot or Go High Level
Key Competencies
- Customer-Centric Mindset: Empathy, ownership, and proactive problem-solving
- Analytical Thinking: Ability to understand complex workflows and resolve issues logically
- Communication Skills: Clear, confident, and professional communication across all channels
