Customer Support Specialist

The Smart Fellowship is an offline workplace simulation that scouts, assesses and trains smart talent on behalf of 100+ companies. Our focus is on finding talent who, along with their technical skills, also can apply in-demand workplace skills like critical thinking, creative problem solving, emotional intelligence, and GenAI tools.

Our Client has appointed us to identify and hire a Customer Success Specialist

Short description of company: The company helps 400+ D2C brands grow faster by turning scattered e-commerce and marketing data into clear, actionable insights. Backed by top D2C founders and micro VCs, their platform offers real-time dashboards, smart reports, and tools that simplify decision-making and boost performance.

Company's vision: Become the growth engine powering the next generation of modern e-commerce brands to scale faster and make data-driven decisions.

The best part about this role:

• You'll support and engage with fast-growing D2C brands to help them unlock the full potential of their data to drive smarter decisions and scale faster.
• Work closely with founders and teams, becoming a trusted partner in their growth journey.
• If you're selected, the company will also fully sponsor your participation in The Smart Fellowship - a 40-hour, simulation-based training that's helped 50,000+ professionals build essential skills for career success - like creative problem-solving, workplace communication, critical thinking, and using GenAI tools at work.

Salary range: 3 LPA to 6.5 LPA

Location: BKC, Mumbai (on-site)

Meet Your Manager: You'll be working with a founding team member with prior experience at Zepto, Udaan, and Lodestar UM. An ISB alum with a strong marketing background, she's played a key role in building the platform that now powers 400+ D2C brands - and has also been instrumental in driving the company's fundraising efforts. Expect hands-on mentorship, fast-paced problem-solving, and deep insights into the D2C ecosystem.

You will be responsible for these Key Responsibility Areas (KRAs):

• Drive adoption of new product features and integrations by building relationships with power users.
• Manage client queries by owning tickets end-to-end and coordinating with the engineering team.
• Identify and re-engage dormant or at-risk power users through regular account checks.
• Help existing users connect more sales channels as their business expands.
• Ensure a smooth post-onboarding journey and turn users into active platform adopters.
• Gather feedback and insights from users to share with the engineering team for improvements.

Your Key Performance Indicators (KPIs):

• Feature Adoption Rate – Tracks how many users are actively using new product features and integrations.
• Ticket Resolution Time – Measures the average time taken to resolve client queries end-to-end.
• User Retention Rate – Monitors the percentage of power users retained or re-engaged over time.

Who We're Looking For

• Minimum 1-2 years of experience (including internships) in customer success, operations, or account management in the D2C or e-commerce space.
• Strong communication skills and a relationship-first approach to client interaction.
• Proficiency in MS Excel for basic data analysis and reporting.
• Good to have: Basic understanding of e-commerce platforms like Shopify or Amazon, and marketing channels like Meta or Google.
• Good to have: Prior experience handling client queries or coordinating with internal teams.
• Good to have: Interest in the D2C ecosystem and eagerness to work closely with growing brands.
• Good to have: Has worked in a startup environment and is comfortable with fast-paced execution.

Job Type: Full-time

Pay: ₹300, ₹650,000.00 per year

Application Question(s):

• Current CTC ?
• Expected CTC?
• Notice Period?

Experience:

• Customer success: 1 year (Preferred)

Work Location: In person