CSM Support Associate

Goodera; Bengaluru; Remote; INR 600,000 - 900,000; Full time

Job summary

Goodera is seeking a CSM Support Associate to join the Customer Success team. This role operates during IST night shifts (10:00 PM – 6:00 AM IST) on a remote, India-based setup, driving operational excellence through documentation and data during quiet periods and serving as the critical support layer for events during live periods.

You will audit CRM data, manage internal communications in polished English, and create SOPs for the CS team.

Qualifications

• Experience: At least 1.5 years in a Sales Ops or Event Tech role. We are not accepting freshers for this position.
• Communication: Exceptional written English skills are non-negotiable. You must draft polished, client-ready internal communications.
• Problem-Solving: Proven ability to handle high-pressure crisis situations without immediate supervision.

Responsibilities

• CSM Enablement & Operations: Audit CRM data to ensure all customer touchpoints and contract milestones are recorded accurately.
• Stakeholder Communication: Serve as the primary internal point of contact for Client Partners and Event Hosts during the IST night shift; manage shared inboxes with professional English prose.
• Documentation & Knowledge Management: Create and update SOPs for the CS team; maintain a Night Shift Log for flawless handoffs across time zones.

Skills

Sales Ops / Event Tech experience

Written English communication

Crisis management

Job description

Job Description:

About Goodera

Goodera is the world's leading platform for employee engagement, helping companies build meaningful, purpose-driven workplace experiences through employee volunteering. We partner with 500+ enterprises, including 75 Fortune 500 companies like IBM, ServiceNow, and Amazon to help teams connect with purpose while driving social impact. Operating across 100+ countries and 30+ languages, Goodera delivers hosted volunteering and team engagement experiences - virtual, in-person, and hybrid - through a network of 2,500+ hosts. In 2025 alone, we facilitated 10,000+ experiences engaging over 500,000 employees worldwide. With consistent 100% YoY growth and profitability since April 2024, Goodera is backed by leading investors including Elevation Capital, Nexus Venture Partners, Omidyar Network, Zoom Ventures, xto10x, and Ursula Burns.

Goodera enables end-to-end employee engagement programs, with a core focus on corporate volunteering. We help organizations design and deliver meaningful experiences that drive both employee engagement and social impact.

What we do:

• End-to-end program management: Design and execute corporate volunteering initiatives from concept to completion
• Curated opportunities: Match organizations with the right experiences from our global catalog of volunteering activities
• Program planning & participation: Support timelines, campaigns, and communications to drive employee registrations
• Hosted experiences: Deliver engaging, high-quality sessions led by trained Goodera hosts who guide, orient, and contextualize each experience
• Impact measurement: Track, measure, and communicate both employee engagement and social impact outcomes

As we continue to grow, Goodera is exploring avenues of expanding beyond volunteering into a broader suite of employee engagement offerings including team building, culture-building, and purpose-driven experiences.

Location: Remote (India-based)

Shift: Night Shift (10:00 PM - 6:00 AM IST)

Experience: 1.5 - 3 Years (Non-fresher)

Role Overview

We are looking for a high-impact CSM Support Associate to facilitate seamless operations for our Customer Success team. This role is unique: during "quiet" periods, you will drive operational excellence through documentation and data; during "live" periods, you will act as the critical support layer for events, ensuring internal hosts and client partners have everything they need to succeed.

Key Responsibilities

1. CSM Enablement & Operations

• Audit CRM data to ensure all customer touchpoints and contract milestones are accurately recorded.

2. Stakeholder Communication

• Serve as the primary internal point of contact for Client Partners and Event Hosts during the IST night shift.
• Manage shared inboxes ensuring internal queries are answered with professional, high-quality English prose.

3. Documentation & Knowledge Management

• Create and update Standard Operating Procedures (SOPs) for the CS team.
• Maintain a "Night Shift Log" to ensure a flawless handoff to the morning team, ensuring no balls are dropped across time zones.

Qualifications

• Experience: At least 1.5 years in a Sales Ops or Event Tech role. We are not accepting freshers for this position.
• Communication: Exceptional written English skills are non-negotiable. You must be able to draft polished, "client-ready" internal communications.
• Problem-Solving: Proven ability to handle high-pressure "Crisis Management" scenarios without immediate supervision.