Customer Experience Champion

1 day ago

Nashik, Maharashtra, India beBeeSupport Full time ₹ 9,00,000 - ₹ 12,00,000

Looking for a Customer Support Specialist who is passionate about delivering exceptional customer experiences. As a proactive and empathetic member of our team, you will play a key role in shaping our customer support processes and directly impacting customer satisfaction, retention, and product improvement.

About the Role

We are seeking a highly skilled and motivated individual to join our team as a Customer Support Specialist. This is an excellent opportunity to develop your skills and knowledge in a fast-paced SaaS environment.

Key Responsibilities
  • Respond promptly to customer inquiries via email, chat, phone, or in-app messaging and maintain a friendly, clear, and solution-focused tone in every interaction.
  • Assist users through onboarding, troubleshooting, and using key features, ensuring they have a smooth, positive experience across every touchpoint.
Issue Tracking & Resolution
  • Log technical issues and support tickets accurately using JIRA (or similar tools) and escalate bugs or critical issues to the development team.
  • Follow up to ensure resolutions are successful and satisfactory, tracking KPIs like response time, resolution rate, CSAT, and ticket backlog.
Documentation & Knowledge Base
  • Create and update FAQs, help articles, and user guides to provide accurate and helpful information to customers.
  • Identify recurring questions or pain points and suggest improvements to enhance the overall customer experience.
Customer Insights & Feedback
  • Gather and organize customer feedback to support product and UX improvements, providing regular reports on customer sentiment and support trends.
  • Monitor social media channels for comments, questions, and concerns, sharing recurring issues and feature requests with product and dev teams.
Requirements
  • Excellent written and verbal communication skills, with patience, empathy, and professionalism when dealing with users of all technical levels.
  • Strong troubleshooting and problem-solving skills, with the ability to adapt to new tools and workflows, especially AI-driven ones.
  • Familiarity with CRM/helpdesk tools (e.g., JIRA, Zendesk, Intercom), with basic technical knowledge (APIs, browser issues, integrations).
Preferred Qualifications
  • Experience in SaaS, tech, or startup environments, with knowledge of AI tools, automation workflows, or digital marketing platforms.
  • Ability to contribute to customer-facing documentation, with a strong understanding of how customers interact via social platforms.

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