Customer Support Representative

2 weeks ago

Mahadevapura Bengaluru Karnataka, India Gain.pro Full time

**Who are we?**

Gain.pro is on a mission to provide global private market visibility. Our industry-leading platform combines advanced AI tech with local-for-local research. It delivers the highest quality information on the companies that matter to you most.
We serve 100% of MBB/Big-4 advisories, clients representing >$500bn of private equity capital and more than 70% of the top-20 global M&A houses. Examples include Blackstone, Goldman Sachs and McKinsey. We lead the market on customer satisfaction, as validated by external research (User Evidence survey 2023). Gain.pro has been named as one of Europe’s top 50 fastest growing businesses, operating globally with offices in Amsterdam, London, Frankfurt, Warsaw, and Bangalore.

Global Research Center in Bangalore is set to drive the company's ambitions to become the leading global market player. We are looking to scale up our team with high caliber, experienced individuals, motivated for a high growth career path at a leading international Fintech player.
- **What will be your responsibilities?**_
- You will be the backbone of our customer support service, supporting our Customer Success team across regions. As Customer Support Representative you will work independently and act as the key contact for customer support. This entails:_
- _**Customer Support -**_ _You maintain a positive, empathetic and professional attitude toward customers at all times, resolving customer queries from a customer-centric perspective_
- _**Being the voice of the customer -**_ _You gather and structure intel and feedback from customers that is used by the entire organization to improve our product and develop new features_
- _**Driving cross team collaboration**_ _- You act as the operational link between our Private Equity Team and clients to assist in the ‘request a profile’ process._
- _**Using digital tools in your daily work -**_ _You efficiently leverage tools like our CRM system and CS tools to ensure a smooth user experience and proactively act upon relevant CS KPIs_
- _**Optimizing our ways of working**_ _- You can actively shape our processes and structures as we grow and drive the future of Customer Success at Gain.pro_
- Above all, as an early member of our overarching Go-to-Market team, you will have plenty of room to shape your role. Depending on your spike, you can further grow within the Customer Success team or develop into roles in our Sales and Marketing teams._
- **Who are you?**_
- We are looking for someone who is passionate about supporting and exciting our customer group of PEs, M&A Advisors and Consultancies. You like to roll up your sleeves and are excited about the tech-enabled future of deal making. Moreover, we are looking for the following:_
- _**Relevant experience -**_ _You have excelled in a client facing role, ideally in the PE/M&A industry, for at least 4 years._
- _**Education -**_ _You hold a university degree from a leading university._
- _**Customer-centric**_ _- You have a value-driven customer-first mindset and are keen to deliver top customer experience._
- _**Structured -**_ _You are well organized and like to plan ahead._
- _**Communication -**_ _You are able to manage customer satisfaction through active listening and problem-solving. You have excellent communication skills, both verbal and written._
- _**Languages -**_ _You are fluent in English._
- **Bonus points**:_
- _Experience with customer-centric approaches_
- _Experience within a high-growth (SaaS) scale-ups_
- _Experience within the PE/M&A industry_

A few other requirements for context:

- Flexible schedule: able to cater to UK/European time zones
- Education: Graduation from any stream should suffice for this role
- Hybrid working style allowed: Yes

**What we offer**:

- Flexibility and freedom
- Excellent compensation
- Company-wide outings and event
- A supportive and collaborative team culture
- Well-funded company that is healthy and fast-growing

**Job Types**: Full-time, Permanent

Pay: From ₹950,000.00 per year

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Paid sick time
- Provident Fund
- Work from home

Schedule:

- Monday to Friday
- UK shift

Supplemental pay types:

- Performance bonus
- Yearly bonus

Application Question(s):

- Have you gained experience in providing customer support to international clients?
- Are you comfortable to work in shifts?
- Are you comfortable to work in Bangalore location?

**Experience**:

- Customer support: 5 years (required)

Work Location: In person

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