Customer Success Associate

4 weeks ago

Chennai, Tamil Nadu, India SOL-X Full time
As a Customer Success Associate, you will ensure a smooth, empowering experience for our users—primarily seafarers—from onboarding to continued engagement.

You'll be the go-to person for user support, issue resolution, and community-building initiatives.

Key Responsibilities Manage end-to-end onboarding for new seafarers, from registration to activation.

Ensure SLA adherence and timely execution of onboarding tasks.

Provide multichannel support (email/chat/phone) for issue resolution and user queries.

Track and coordinate global card shipments.

Monitor engagement metrics to identify improvements and retention opportunities.

Conduct outreach and act as a brand ambassador to drive user acquisition.

Organize workshops/events to build community and user engagement.

Contribute to customer engagement strategies and initiatives.

Collaborate with product, marketing, and other internal teams to voice user feedback.

You'll Be a Great Fit If You Have3–5 years of experience in customer-facing roles (Customer Success preferred).

Strong communication and interpersonal skills.

A proactive, independent, and multitasking mindset.

Familiarity with KYC/CDD processes.

Experience in onboarding design and customer journey optimization.

Comfort with CRM/ticketing tools like Salesforce, Hub Spot, Freshdesk, or Jira.(Bonus) Exposure to maritime, fintech, or payment industries.

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