Customer Experience Advocate

13 hours ago

Coimbatore, Tamil Nadu, India beBeeSupport Full time ₹ 9,00,000 - ₹ 12,00,000
Support Role

We're seeking a skilled professional to provide customer support and ensure users have a positive experience with our SaaS platform.

Main Responsibilities
  • Customer Support & Communication:
    • Respond promptly to customer inquiries via email, chat, phone, or in-app messaging
    • Assist users through onboarding, troubleshooting, and using key features
    • Maintain a friendly, clear, and solution-focused tone in every interaction
  • Issue Tracking & Resolution:
    • Log technical issues and support tickets accurately using JIRA (or similar tools)
    • Escalate bugs or critical issues to the development team
    • Follow up to ensure resolutions are successful and satisfactory
  • Documentation & Knowledge Base:
    • Create and update FAQs, help articles, and user guides
    • Identify recurring questions or pain points and suggest improvements
  • Customer Insights & Feedback:
    • Gather and organize customer feedback to support product and UX improvements
    • Monitor social media channels for comments, questions, and concerns
    • Share recurring issues and feature requests with product and dev teams
    • Provide regular reports on customer sentiment and support trends
  • Performance Monitoring:
    • Track KPIs like response time, resolution rate, CSAT, and ticket backlog
    • Ensure alignment with internal SLAs and service standards
    Your Qualifications
    • Required:
      • Excellent written and verbal communication skills
      • Strong problem-solving and analytical skills
      • Ability to adapt to new tools and workflows
      • Familiarity with CRM/helpdesk tools
      • Patience, empathy, and professionalism when dealing with users
    • Preferred:
      • Experience in SaaS, tech, or startup environments
      • Knowledge of AI tools and automation workflows
      • Ability to contribute to customer-facing documentation

This is an opportunity to be part of a fast-growing organization where your contributions matter.

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