Customer Success Operations

22 hours ago

Bengaluru, Karnataka, India Cropin Technology Solutions Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Role Description

Full Time/Part Time: Fixed Term

Location: Bangalore (Hybrid)

Job Description:

We are a fast-growing Agri-Tech product company delivering configurable and scalable digital solutions to our customers. As a product-led company, Customer Success is central to how we create and sustain value.

The Customer Success Operations (CS Ops) team plays a crucial role in enabling this by driving operational efficiency, managing customer tickets, maintaining systems and tools, and supporting Customer Success Managers (CSMs) in delivering a seamless customer experience.

Key Responsibilities:

  • Manage and triage customer tickets (bugs, tasks, and queries) through ticketing platforms, ensuring adherence to SLAs and timely first responses.
  • Monitor and improve customer satisfaction by leveraging tools such as transactional NPS and CSAT.
  • Write scripts to automate frequent activities to support client use cases
  • Ensure consistent use and adoption of ticketing systems across customer accounts to enable structured and scalable support processes.
  • Collaborate closely with Product and Engineering teams using tools like Jira to escalate, track, and resolve recurring product issues.
  • Build and maintain dashboards and reports (using tools like Zoho Desk, JIRA, or Excel) to monitor Customer Success performance and internal OKRs.
  • Contribute to a centralized knowledge base by developing support documentation, FAQs, and DIY resources to promote customer self-service and reduce ticket volume.
  • Identify recurring issues and work with cross-functional teams to implement long-term solutions or automation to reduce manual intervention.

Qualifications:

Required (2-4 Years):

  • 2+ years of experience in Customer Success Operations, Support Operations, Revenue Operations, or related roles.
  • Strong data analysis and reporting skills (Excel, SQL, or business intelligence tools like Sisense etc.).
  • Hands-on experience with ticketing platforms (Zoho Desk preferred) and customer support tools.
  • Strong organizational skills with a problem-solving mindset and process improvement orientation.
  • Excellent verbal and written communication skills, with the ability to work cross-functionally.

Preferred:

  • Experience in the Agri-Tech or SaaS industry.
  • Exposure to automation tools or workflow automation within support operations.

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