Customer Experience Specialist

3 days ago

Meerut, Uttar Pradesh, India beBeeSupport Full time ₹ 36,00,000 - ₹ 48,00,000
Job Description

AiSensy is a WhatsApp-based marketing and engagement platform that empowers businesses to scale their engagement and revenue through automation and communication solutions.

  • Over 100,000+ businesses across India and beyond have been onboarded.
  • The platform has driven significant revenue of over ₹4000 crores in the last 3.5+ years.

Role - Partner Support Executive

This role involves serving as the first line of support for partners, ensuring high-quality service, quick resolution of technical and operational issues, and a seamless onboarding experience.

Key Responsibilities

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 Service Level Agreements.

Service Excellence

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

Partner Onboarding & Integration

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

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.

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