Customer Success Expert

5 days ago

Kollam, Kerala, India beBeeSupport Full time ₹ 80,00,000 - ₹ 1,50,00,000

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform built on Official WhatsApp Business APIs. We empower businesses and partners to scale their engagement and revenue through advanced automation and communication solutions.

Recognized as Meta's Emerging Partner of the Year 2023 and CTWA Partner of the Year 2024, AiSensy is one of India's fastest-growing B2B SaaS startups.

  • 100,000+ Businesses Onboarded: Trusted by businesses across India and beyond.
  • 4000+ Crores Revenue Driven: Enabling real results through WhatsApp-led engagement over the last 3.5+ years.

About the Role – Support Specialist

We are looking for a Support Specialist who will serve as the first line of support for our partners, ensuring high-quality service, quick resolution of technical and operational issues, and a seamless onboarding experience. You'll work closely with internal teams to resolve issues, maintain SLAs, and deliver a consistently strong partner experience.

Key Responsibilities

1. Partner Query Support:

  • Respond to partner queries via email, live chat, or ticketing systems like Freshdesk or Intercom.
  • Maintain strong First Response Time (FRT) and meet chat acceptance SLAs.

2. Service Excellence:

  • Ensure CSAT scores of 95%+ by delivering timely, accurate, and empathetic support.
  • Maintain high-quality written communication with typing speeds of 70+ words per minute.

3. Partner Onboarding & Integration:

  • Guide partners through the onboarding process and assist with dashboard integrations.
  • Understand the unique business use cases of partners and deliver tailored support solutions.

4. Cross-Team Collaboration:

  • Work with Product, Tech, and Sales teams to resolve escalations and improve the partner experience.
  • Ensure clear documentation, consistent follow-ups, and structured handovers for ongoing cases.
Requirements

Must-Have:

  • 2–4 years of experience in partner or customer support roles (preferably in SaaS/B2B setups).
  • Strong understanding of APIs, Webhooks, and third-party integration workflows.
  • Proficiency with tools like Freshdesk, Zendesk, Intercom, or similar platforms.
  • Excellent verbal and written communication skills.

Good to Have:

  • Prior experience in SaaS customer success or technical support.
  • Familiarity with CRMs and automation tools.
  • Experience collaborating with internal tech and onboarding teams.
Perks & Benefits

Be the voice of a leading WhatsApp API platform to its partner ecosystem.

Collaborate closely with cross-functional teams and leadership.

Exposure to international partner operations and real-time WhatsApp integrations.

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