Customer Success Operations Associate

About Kore.AI

Kore.ai is a pioneering force in enterprise AI transformation, empowering organizations through our comprehensive agentic AI platform. With innovative offerings across "AI for Service," "AI for Work," and "AI for Process," we're enabling over 400+ Global 2000 companies to fundamentally reimagine their operations, customer experiences and employee productivity.

Our end-to-end platform enables enterprises to build, deploy, manage, monitor, and continuously improve agentic applications at scale. We've automated over 1 billion interactions every year with voice and digital AI in customer service, and transformed employee experiences for tens of thousands of employees through productivity and AI-driven workflow automation.

Recognized as a leader by Gartner, Forrester, IDC, ISG, and Everest, Kore.ai has secured Series D funding, including strategic investment from NVIDIA to drive Enterprise AI innovation. Founded in 2014 and headquartered in Florida, we maintain a global presence with offices in India, UK, Germany, Korea, and Japan.

Job Location: Hyderabad (we are a work-from-office company)

Work Timings: 4:00PM to 1:00AM IST

Role / Title: Customer Success Operations Associate/Lead

We are looking for a Customer Success Operations professional with experience supporting international customers and customer-facing teams. This is a strategic and hands-on role where you'll work closely with the CS team to streamline workflows, manage customer-impacting issues, and help scale operational excellence through tools, data, and process optimization.

Key Responsibilities

• Own and manage internal customer issue and escalation workflows across cross-functional teams
• Collaborate closely with CSMs and regional leaders supporting international enterprise accounts
• Collaborate closely with Professional Services, Product, and Support Teams to gain a 360-degree view of the customer operational challenges of our products and platform.
• Actively review support tickets and proactively work with customers/CSM's/CSD's on critical/Priority support issues/blockers and understand the business impact.
• Create and maintain SOPs, operational playbooks, and enablement documentation
• Track and analyze key customer success metrics (e.g., health scores, NRR, C-SAT)
• Administer and optimize CS tooling (e.g., Gainsight, Salesforce, Zendesk)
• Build reports, dashboards, and automation to increase operational efficiency
• Partner with Product, Engineering, and Support to ensure timely resolution of escalations
• Contribute to onboarding, training, and enablement of new CSMs and CS programs

Skills & Experience Needed

• 2–4 years of experience in Customer Success, Program management roles, Revenue/Business Ops, or related roles
• Strong process orientation and experience working with international enterprise customers
• Familiarity with CS tools (Gainsight, Salesforce, Zendesk, Smart Sheets etc.)
• Comfortable analyzing data and building reports to support CS insights
• Experience working in SaaS / B2B environments, especially in the CX/EX/AI domain
• Required to work in night shift timings (4PM to 1AM IST)
• Extremely well-organized and analytical with an ability to work well under pressure.
• Strong team player as well as a proactive individual contributor.
• Excellent written and verbal communication skills.
• Ability to grasp technical concepts and communicate to customers in a simple manner.
• Excellent interpersonal skills.

Good to Have

• Proficiency in documentation, stakeholder coordination, and internal systems like Confluence, Jira, or Asana

What You'll Get

• Competitive salary
• Fun-filled work culture
• Equal employment opportunities
• Opportunity to grow with a pre-IPO Global SaaS Company driving AI innovation