Customer Service Specialist

3 weeks ago

Gurugram, India easySLR Full time

Company Description

EasySLR simplifies systematic literature reviews with advanced Large Language Model (LLM) research, deep domain expertise, and a focus on superior user experience. Our platform is designed to streamline the review process for researchers, ensuring efficiency and accuracy. EasySLR is dedicated to providing innovative solutions that improve research workflows and deliver high-quality results.

Role Description

This is a full-time on-site role for a Customer Service Specialist located in Gurugram. The Customer Service Specialist will be responsible for providing exceptional customer support, ensuring customer satisfaction, and enhancing the overall customer experience.

Responsibilities:

  • Serve as the first point of contact for customer queries, ensuring users are guided effectively in navigating and using the EasySLR platform.
  • Partner with customers throughout their journey — from onboarding to ongoing support — to drive adoption, satisfaction, and long-term success.
  • Collaborate closely with internal technical teams to resolve product-related issues and ensure smooth user experience.
  • Gather, analyse, and relay customer feedback to contribute to continuous improvement of EasySLR's features and workflows.
  • Proactively manage customer accounts by understanding their needs, identifying opportunities for value, and building strong, lasting relationships.
  • Design and deliver customer education initiatives (e.g., training, walkthroughs, best practices) to help teams maximise the impact of EasySLR.
  • Stay adaptable and solution-focused in a fast-paced startup environment, managing shifting priorities with a proactive approach.

Qualifications:

  • 2–4 years of experience in customer-facing roles such as customer support, customer success, or account management.
  • Strong communication, problem-solving, and relationship-building skills, with the ability to adapt quickly in a dynamic startup environment.
  • Proven ability to handle technical product inquiries and collaborate with internal teams to resolve customer issues effectively.
  • Comfortable working in rotational shifts and managing multiple priorities in a fast-paced setting.
  • Familiarity with customer support platforms, CRMs, or collaboration tools, with a data-driven approach to improving service delivery and user experience.
  • Quick learner with the curiosity to understand complex workflows and the ability to translate them into simple, actionable guidance for customers.

We Offer:

  • A dynamic work environment at the forefront of AI and technology.
  • Competitive compensation and opportunities for professional growth.
  • A culture fostering innovation, diversity, and work-life balance.

If you're passionate about how state-of-the-art technology is transforming a given industry and want to be part of a fast-paced and innovative start-up, please apply today.

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