Customer Experience Associate

6 days ago

Bengaluru, Karnataka, India shopflo Full time ₹ 6,00,000 - ₹ 12,00,000 per year

About Shopflo
At Shopflo, we're trying to change the way consumers experience brands and businesses. Our first product was a cart and checkout platform for e-commerce, that allowed marketers to personalise discounts, rewards, and payments. We are currently also working on a new product that takes it a notch higher by unlocking enterprise-grade personalization for all consumer tech businesses.

Team & Role
Shopflo was started by three co-founders: Ankit (ex-IIT Kharagpur, Oracle, Gupshup), Ishan (ex-IIT Bombay, Parthenon, Elevation Capital), and Priy (ex-IIT Madras, McKinsey, Elevation Capital). We are a team of ~50 people now (with team members joining from Livspace, Gupshup, Setu, etc.). We are located in HSR Layout, Bengaluru. We have closed our first seed round at $2.6M with Tiger Global, TQ and Better. And we're just getting started

As a Customer Experience Associate, you'll be a crucial part of our team, ensuring that merchants have a seamless experience with us.

What You Will Do

  • Be a self-starter who thrives in a rapidly growing organisation.
  • Maintain ownership of customers, and develop new relationships while supporting existing customers to drive adoption, expansion and retention of Shopflo's suite of products
  • Provide first contact resolution according to standard operating procedures and respond back to users via callback or email.
  • Ensure accuracy in information when communicating to Shopflo customers
  • Identify customer needs and help customers use specific product features
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Help setup processes to ensure the scalability of the support function

You should apply if you have

  • At least 2 years of experience as a Customer Support Associate in a SaaS company.
  • Since this will be a client-facing role, excellent communication and interpersonal skills are a must
  • Patience when handling tough cases
  • A good understanding of ticketing tools like Freshdesk/Zendesk/Zoho is a must
  • A good understanding of CRM tools like Hubspot/Airtable is a plus
  • Comfortable using data to back solutions provided to merchants
  • Agility and ability to adapt quickly to changing requirements, scope and priorities.
  • Join our team and contribute to shaping the future of our customer support function while making a meaningful impact on our customers' success

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