Customer Success Specialist

Experience: 2–5 years of relevant experience in Customer Support/Escalations or background verification, with exposure to customer-facing interactions.

Location: Gurugram

At Trential, we are building the infrastructure that makes identity as fluid and trusted as money. From degrees to driver's licenses, we enable credentials to move securely, instantly, and globally - just like swipe of a VISA card.

What you'll be doing:

We're looking for a Customer Success Specialist with a strong mindset who can manage end-to-end customer interactions (calls and emails) while ensuring high-quality execution of background verification processes.

· Manage end-to-end case lifecycles, from initial customer intake via calls/emails to final closure

· Guide customers through processes, resolve queries, and ensure closure

· Ensure a consistently high customer satisfaction experience (CSAT/NPS focus)

· Conduct end-to-end background verification checks, including Education credentials, employment history, identity and other documents

· Coordinate with candidates, institutions, and past employers to gather required information

· Ensure all cases are processed within defined TATs and quality standards

· Maintain accurate records of customer interactions and verification progress

· Track cases, ensure timely follow-ups, and prevent delays

· Identify discrepancies and resolve or escalate issues proactively

· Ensure strict adherence to company policies, data security, and compliance standards

· Identify gaps in workflows and suggest process improvements

· Analyze customer feedback and suggest actionable improvements

· Collaborate with tech/tools teams to improve operational efficiency

What we're looking for:

· 2+ years of experience in Customer Success / Support / Escalations/ Operations/ Verification

· Strong experience in handling customers through calls and email

· High attention to detail and ability to manage process-driven work

· Strong communication, ownership, and problem-solving skills

· Ability to take ownership and drive closure independently

· Experience in high-volume or process-driven environments