Customer Success Executive

Experience: 2+ Years

Salary: LPA

Joining Date: Immediate joiners required.

We're looking for aPlayer Relations Executive to join our team, both at work, and at play We take the work hard, play harder philosophy way too seriously out here. We're an ambitious bunch, we're hungry, and we've only just begun. Get ready to board the train as we prepare for the next step in our journey of taking our philosophy across the country Were on a mission to redefine customer relationships, ensuring every interaction is meaningful and impactful. If you're passionate about building strong connections and helping customers thrive, we want you on our team

We are a fast-growing platform with one of the pioneers of Indian sport.

Role Overview: As a Customer Success Executive/Intern, youll be the heartbeat of our customer experience.

What youll do :

Build Relationships: Foster strong connections with our customers, becoming their trusted resource for insights and support.

Onboard & Educate: Guide new users through calls and emails on how to effectively use the app, make bookings, and join games. Advocate for the Customer: Serve as the voice of the customer internally, relaying feedback and advocating for their needs to enhance our services. Drive Engagement: Proactively reach out to customers to ensure satisfaction with their bookings, identify issues at specific venues, and provide internal feedback to minimize future challenges.

Collaborate Across Teams: Work closely with other teams to ensure a seamless customer journey and contribute to the continuous improvement of our offerings.

Manage Inbound Communications: Respond to multiple inbound emails and calls, handle player complaints, provide timely solutions, and follow up to ensure resolution.

Assist with Subscriptions and Services: Address subscription issues, troubleshoot service problems, and offer tailored solutions based on players' requirements.

Gather and Report Feedback: Conduct regular outbound calls to select users to gather feedback, reporting insights to enhance our services.

Support Product Development: Share valuable insights on feature adoption and user experience with our product team to enhance our offerings. Operational Support: Collaborate with various teams to assist with day-to-day operations and help create or update processes for more efficient player relations. Monitor and Respond to Reviews: Oversee reviews on Google Business pages for select venues and respond promptly as needed.

Take Ownership: Demonstrate accountability for all work-related tasks, ensuring high standards of customer service and operational excellence.

Qualification:

• Minimum 2+ years of Experience needed.
• Excellent verbal, written, and interpersonal communication skills (fluency in both English and Hindi)
• Comfortable working with Google Sheets/Excel
• Self-motivated and willing to learn. Interest in sports & fitness is a bonus.
• Ready to work in a dynamic, fast-paced start-up environment.

Benefits:

Start-up environment with plenty of learning and growth opportunities Great exposure as the candidate will be working closely with the senior management. Employee first culture Market Salaries 12 Paid leaves, 12 casual leaves, Major Indian Holidays, Maternity leaves. Health Insurance Monthly

Important Links: Mobile App Instagram Linkedin Website

Workplace timing and location :

6 days working. Work window : 8:30am-10:30pm (Mon-Fri) and 6:00am-11pm(Sat-Sun)Sat and Sun are fixed work from home for now. Any 8hr shift during the work window mentioned above with one flexible week off. Shift timings during training period - 10am-6pm.

Interview and Hiring process :

First call with Human resource about basics. Second round on Google meet with Operations - Introduction, basic communication skill check(both Hindi and English),understanding customer service, its importance and impact on business, importance of accountability and ownership at work, basic understanding of functioning of our app.Final round- In office email writing test, basic questionnaire.