Product Support Executive

4 weeks ago

Chennai, India Notion Press Media Pvt. Ltd Full time
About us:
Keepsake, a rapidly growing consumer product from Notion Press, India's leading self-publishing platform, offers users a unique opportunity to transform their cherished memories into beautifully crafted photo books. As a Product Associate for Keepsake, you will play an integral role in supporting the Product Manager and cross-functional teams to ensure the success and growth of Keepsake in the market.

As a Product Support Executive for Keepsake at Notion Press, you will play a vital role in providing exceptional support to our users who create and order personalized photo books through the Keepsake platform. You will be responsible for addressing inquiries, resolving issues, and ensuring a seamless and satisfying experience for our customers.

IN THIS ROLE YOU WILL:
- Serve as the primary point of contact for Keepsake users, handling queries and providing support via phone, chat, email, and other communication channels.
- Address customer inquiries related to photo book creation, order processing, payment issues, shipping, and general platform usage.
- Assist users in navigating the Keepsake platform, troubleshooting technical issues, and providing guidance on product features and customization options.
- Collaborate with internal teams such as engineering, design, and customer success to escalate and resolve complex issues efficiently.
- Maintain accurate records of customer interactions, feedback, and resolutions using CRM tools or ticketing systems.
- Proactively follow up with customers to ensure their concerns are addressed, orders are processed smoothly, and expectations are met.
- Identify recurring issues or trends in customer queries and provide feedback to the product and engineering teams for continuous improvement.
- Stay updated with Keepsake product updates, new features, and industry trends to effectively support users and provide relevant information.

A PERFECT CANDIDATE HAS:
- Bachelor's degree in Business, Communications, Computer Science, or a related field.
- 0-2 years of experience in customer support or a similar customer-facing role, preferably in the e-commerce or digital products space.
- Strong communication skills with the ability to explain product features and technical concepts clearly and empathetically.
- Empathetic approach and a customer-centric mindset to understand and address customer needs and concerns effectively.
- Problem-solving skills with the ability to analyze issues, identify root causes, and propose solutions or workarounds.
- Familiarity with CRM software, ticketing systems, and basic technical troubleshooting concepts.
- Excellent organizational skills and attention to detail to manage multiple customer inquiries and prioritize tasks efficiently.
- Ability to work collaboratively in a team environment and adapt to changing priorities and business requirements.
- Fluency in English is mandatory, and proficiency in additional languages is a plus.

Sounds like a fit? We can't wait to hear from you.

Benefits:
Our benefits package includes the best of what leading organizations provide, such as:
-A flat and transparent culture and a chance to work with the leadership team of a high-growth startup
-Best learning and development opportunities, a chance to have a big impact in a hyper-growth setup
-The possibility of having a huge societal impact - we help writers fulfil their dreams and our books reach hundreds of thousands of readers across the world
-Other Benefits - Employee Stock Options, Paid Time Off for Annual Vacations and Healthcare Insurance.

DIVERSITY AND INCLUSION: Notion Press is proud to be an equal opportunity employer; we don’t just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. As of January 2021, we have achieved our ‘Gender diversity' goals. Women comprise fifty percent of our workforce.

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