Chat Support Executive

Hey,

At Saleshandy, we're building the sales engagement platform of the future. We're building product toward eliminating manual processes and helping companies generate more replies/book more meetings / generate leads (faster).
- Since our founding in 2016, we've grown to become a profitable, 100% geographically dispersed team of 50 high-performing happy people that are dedicated to building a product that our customers love.

Customer team at Saleshandy serves around 4000+ customers across the globe. We are a team of 45 folks in total and customer team consists of 5 members.

Highlights of some of the key achievements of the Customer team at Saleshandy.- Achieved an NPS score of 40.
- Rated 4.5 by more than 300 users in G2crowd, getapp, chrome store, and other software discovery portals.
- Handling 3000+ customer conversions a month

Up next, the challenges we are looking forward to solving:
- Evolve self-serve systems for customer support. Write crisp FAQs for customers. Improve AI auto-suggestion mechanism
- Reduce churn rate by enhancing the support standards (i.e onboarding, demo, success, etc.)
- Evolve internal customer support handbooks for faster and accurate responses.

Now your turn,
- Are you a customer-obsessed, flexible, smart and analytical, strategic yet execution-focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high-impact role?
- If yes, this opportunity will appeal to you.

**What will you be doing?**:

- Assisting the customers who use the company’s product, replying to inbound queries.
- Get on a web conferencing with users to help them with the product.
- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
- Handle and resolve customer requests and complaints.
- Report to the support manager every week along with the weekly report of your metrics.

**What key performance indicators will I own?**:

- First Response Time/Average Response Time.
- Customer happiness score
- Average Resolution Time.

**You should have...**:

- Excellent communication & writing skills
- Great problem-solving abilities
- Self-driven and proactive nature
- Patience when handling tough cases
- High computer literacy and ability to learn new software
- Knowledge of customer success processes
- Agile approach and being coachable at all times
- Passion for talking to customers all day, every day
- The ability to explain complex topics in easy-to-understand and concise language [English]
- Ambition, eagerness, and the will to learn and improve upon your own skills

**Why should you join Saleshandy?**:

- Opportunity to work with customers across the globe
- Excellent growth opportunities and open culture ensure best ideas win
- Well-defined training program to enhance your skills
- A clear career path with job career guidance
- Be a part of the learning culture
- Be a part of a fast-moving & growing startup
- Leverage the benefits of working in product based company

**Other Perks**:

- Personal Development — an annual budget for books, courses, and conferences
- Medical Insurance — we offer health insurance allowance to all the teammates
- Annual team retreats — to amp up the entire team's energy every year, we take a retreat. you will decide on the place. Check out our recent trip to Udaipur

**So, think you’re a good fit? Then let’s roll.**:

- Step 2: Quick call with the HR folks
- Step 3: First round with Yashal (Head of Customer Success)
- Step 4: Work on a small assignment.
- Step 5: Second round interview to gauge if you are a good culture fit.
- Step 6: Job Offer (contingent on the above steps) & Welcome to the ikigai tribe