Analyst, Customer Success

About the role

Vcheck is looking for a highly motivated, detail-oriented Customer Success Analyst who will process and deliver Identity Verification reports and manage related client communications. This role will partner with our customers and members of the Customer Success team to support the Identity Verification process from intake to delivery.  

This role requires prior experience in customer-facing positions and is an onsite role in our Pune office. 

What you'll be doing

• Communicate directly with customers to process Identity Verification orders and ensure timely delivery of reports 
• Manage an email queue, confirming receipt of new orders, providing order updates as needed, and assisting with ad hoc requests 
• Initiate Identity Verification checks, review results for completeness and accuracy, and deliver reports to customers within agreed upon timelines  
• Understand requirements for report delivery, and follow communication guidelines and procedures accordingly  
• Organize daily tasks to ensure new request are initiated and requests in progress are handled to completion  
• Clearly communicate expectations and respond to customer inquiries  
• Escalate and report on client sentiment   
• Performs other duties as assigned 

About you

Key requirements:

We're looking for someone who is passionate about joining a diverse team and is driven to achieve results through ownership, process optimization, and upstanding character. If this describes you, we encourage you to apply, even if you don't meet every requirement listed.

• 3-5 years of experience in a customer support role 
• Experience with Salesforce Service Console (or other CRM) preferred 
• Excellent written, verbal and interpersonal communication 
• Excellent time management and organization skills 
• Attentive to detail, ability to multi-task, and process-oriented 
• Ability to take initiative with minimal supervision 

Physical requirements:

The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation:

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and keyboard. 
• Specific vision abilities required by this job include close vision requirements due to computer work.  

Why us?

You will be joining a cutting-edge company, where you will tackle complex challenges and work with the very best in the industry. In addition, we offer:

• Competitive compensation package
• Comprehensive benefits, including GHI coverage for you & your loved ones
• Flexible vacation policy, encouraging you to take the time you need
• Comfortable shift(s) to maintain work life balance
• Annual wellness allowance to support your health and well-being
• Quarterly team events, fun team activities monthly happy hours to refresh mind and soul.
• A fun and collaborative work environment where you'll be supported by a team of dedicated and collaborative colleagues
• Additional equipment support, if needed, for your workplace
• A vital role in shaping our company's future

Please be aware that Vcheck uses AI-powered note-taking, interview recording, and transcription tools to ensure accuracy and efficiency during our talent acquisition processes. By participating in the application and interview stages, you acknowledge and consent to the use of these technologies.

Vcheck is proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, ancestry, religion, sex, age, national origin, sexual orientation, gender identity, disability, genetic information, veteran status, or any other factor protected by applicable law. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, transfer, leave of absence, compensation, benefits, and training.

Vcheck expressly prohibits discrimination and harassment of any kind based on race, color, ancestry, religion, sex, age, national origin, sexual orientation, gender identity, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

No matter what background you bring with you, if you are committed to excellence and good at what you do, we welcome you to apply to join us and encourage you to come as you are.