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Customer Success Executive

3 months ago

Bengaluru, Karnataka, India Pocket FM Full time

About Pocket FM

Company Description: Pocket FM offers an exciting opportunity to be part of the future of audio entertainment, both in India and globally. We are pioneers in creating a new category within the audio OTT landscape and are building the largest repository of audio streaming content, including audio series, audiobooks, and podcasts, using our unique storytelling approach.

Job Title: Customer Support Specialist

Company: Pocket FM

Description: We aim to revolutionize traditional audio patterns, create an internet-scale platform, and foster communities to share stories and knowledge. Pocket FM boasts 15 million monthly active listeners spending over 100 minutes daily on our platform, with total monthly audio streaming exceeding 3 billion minutes. We are a Series C funded startup backed by renowned investors like Naver, Goodwater Capital, Lightspeed, and Tanglin Venture Partners.

Responsibilities:

  • Monitor and review App Store and Play Store reviews and user comments for the application.
  • Gather customer feedback and relay it to relevant departments for resolution.
  • Effectively manage customer interactions and escalations through various channels such as chat, email, and phone calls.
  • Handle social media queries and engagements.
  • Conduct basic analytics on inbound messages and manage up to emails daily.
  • Proficiency in Freshdesk/JIRA/Zendesk/Zoho or similar social media analytics platforms is preferred.
  • Excellent written and verbal communication skills in English are required.
  • Demonstrate punctuality and take ownership of assigned tasks.
  • Conduct customer research to identify successful shows and gather regular feedback for improvement.

Requirements:

  • Strong academic background with Min 1-2 years of experience in a similar role, including team management.
  • Proficiency in Microsoft Office and Google Suite.
  • Excellent organizational and communication skills.
  • Ability to multitask effectively.
  • Proficiency in reading, writing, and speaking English and a regional language.

Location: Remote