Customer Experience Specialist

2 weeks ago

Pushkar, Rajasthan, India beBeeCustomerSupport Full time ₹ 25,00,000 - ₹ 40,00,000

Enhance your career with a supportive role that requires excellent communication skills and technical expertise.

About the Job

As a key point of contact, you will ensure high-quality service and timely resolution of issues for our partners. You will work closely with internal teams to maintain SLAs and deliver a consistently strong partner experience.

  • Respond to partner queries via email, live chat, or ticketing systems.
  • Maintain strong First Response Time (FRT) and meet chat acceptance SLAs.
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
  • 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.
Preferred Skills
  • Prior experience in SaaS customer success or technical support.
  • Familiarity with CRMs and automation tools.
  • Experience collaborating with internal tech and onboarding teams.

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