Customer Support

Role: Customer Support

Location - Sarjapur - Marathahalli Rd, Bellandur, Bengaluru.

India is the next global SaaS capital

It is indicated that the Indian SaaS market will grow multi-fold by 2025 and account for a global market share in the range of 7-10%, up from the current range of 2-4%: EY

Now is the best time to be a part of the SaaS industry.

NeoDove, a SaaS-based platform is India's leading Telecalling (Inside Sales) CRM, dedicated to helping businesses achieve their telecalling goals alongside optimising their sales, marketing, and customer engagement.

Since its inception in 2020, NeoDove has raised funds in two rounds - Angel & Seed; with the Seed round led by
India Quotient

. NeoDove has been witnessing a 25% Q-o-Q growth rate, with over 10,000 users on board, and is trusted by 1200+ SMBs across the globe.

In May 2022, NeoDove was acquired by App. Wings spread as Vyapar is the category leader in billing software, serving over 1 Cr+ SMEs in India. With the energetic startup vibes at NeoDove, and Vyapar's network and mentoring, one will have the best of both worlds.

Why NeoDove?

NeoDove is a rapidly growing B2B software company that is solving real problems for SMBs. With customers always at the heart of everything we do, we have been awarded as
Micro Enterprise of the Year

in 2021 & 2023.

About the Role

We are looking for passionate and ownership-driven Customer Success professionals who love solving customer problems, building strong relationships, and ensuring customer satisfaction and long-term success. The role requires a blend of analytical thinking, technical understanding, and strong communication skills.

Your primary responsibility will be to evaluate customer usage, drive retention, ensure smooth onboarding, troubleshoot issues, and consistently deliver value to our customers.

Key Responsibilities :

Customer Success & Relationship Management

• Facilitate smooth onboarding of new customers, including admin and user training via web sessions.
• Build strong, meaningful relationships with customers to improve retention and loyalty.
• Establish clear retention goals, process milestones, and action plans for customers
• Increase customer LTV while reducing churn.
• Achieve renewal and upsell revenue targets.
• Act as the voice of the customer within NeoDove to improve product experience.
• Collect feedback and drive product enhancement discussions with internal teams
• Create training materials and assist in internal enablement.

Customer Support & Issue Resolution :

• Take ownership of customer issues and drive them to timely resolution.
• Research, diagnose, troubleshoot, and identify solutions for customer-reported issues.
• Ask targeted questions to understand problem root causes quickly.
• Comply with SLAs for issue resolution.
• Guide customers via phone, email, chat, or Google Meet to resolve technical challenges.
• Collaborate with technical and customer success teams to enhance product quality, manage and monitor customer expectations effectively.

Skills :

• B.Tech (CS/IT/EC), BCA, or equivalent degree.
• 1+ year of strong customer delivery experience in SaaS, CRM, ERP, or similar software domains.
• Hands-on experience with software implementation and customer onboarding
• Customer support experience, preferably for web-based SaaS products.
• Strong product and process understanding.
• Proven software troubleshooting abilities.
• Good understanding of customer workflows and business processes.
• Knowledge of
  webhooks

and communication between integrated services.
- Ability to capture customer environment details for operational support.
- Excellent written and verbal communication.
- Strong analytical, problem-solving, and documentation skills.
- Leadership qualities with strong presentation and interpersonal skills.
- Customer-obsessed mindset with a passion for delivering delightful experiences.

Equivalent work experience in software/SaaS industries is also considered.