Customer Success Associate

zenda; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Zenda in Bengaluru is seeking an experienced customer support professional to own end-to-end onboarding, ongoing client success, and multi-channel support. You will mentor the team, manage SLA-driven operations, and partner with product/tech to resolve issues and enhance the customer experience.

The role emphasizes analytics, reporting, and strong communication skills to ensure high customer satisfaction in a fintech/SaaS context.

Qualifications

• 3–4+ years of experience in customer support, client success, or operations.
• Hands-on onboarding and technical support for CRM platforms.
• Experience leading support teams and defining processes.
• Strong analytical, reporting, and problem-solving skills.
• Excellent verbal and written communication.
• Fintech/BNPL/SaaS experience preferred; startup background a plus.

Responsibilities

• Own end-to-end client onboarding, support, and relationship management.
• Manage multi-channel support (email, chat, phone) with SLA adherence.
• Lead and mentor support agents and day-to-day operations.
• Resolve escalations to maintain high customer satisfaction.
• Track, analyze, and report support metrics for process improvements.
• Collaborate with product and tech teams to resolve issues and enhance CX.

Skills

Customer support

Onboarding

CRM platforms

Analytical skills

Communication skills

Tools

CRM software

Job description

Industry: Fintech / E-commerce / Payments

Responsibilities :

• Own end-to-end client onboarding, customer support, and relationship management activities.
• Manage multi-channel customer support operations (email, chat, and phone) while ensuring SLA adherence.
• Handle client onboarding processes and provide technical support related to CRM platforms.
• Lead, mentor, and manage support agents along with day-to-day support operations.
• Resolve customer escalations in a timely and effective manner to ensure high customer satisfaction.
• Track, analyze, and report support metrics to identify areas of improvement and optimize processes.
• Collaborate closely with product and technology teams to resolve issues and enhance overall customer experience.

Requirements :

• 3–4+ years of experience in customer support, client success, or operations roles.
• Hands-on experience in client onboarding and technical support for CRM platforms.
• Experience managing support teams and defining support processes.
• Strong analytical, reporting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Prior experience in fintech, BNPL, or SaaS environments is preferred.
• Startup experience is a plus.
• Prior experience supporting UK/US time zones is highly preferred.