Customer Success Associate

Rocket Health ?; Bengaluru; On-site; INR 400,000 - 520,000; Full time

Job summary

Rocket Health in Bengaluru seeks a Customer Success Associate to own the end‑to‑end customer experience across WhatsApp, phone, email and other messaging platforms, delivering fast, empathetic support at every touchpoint.

You will call leads and existing users to gather feedback, document issues, escalate with speed, identify behavior patterns, and use CRM tools and dashboards to drive CSAT while guiding users from onboarding to retention.

Qualifications

• Excellent verbal and written communication in English and Hindi.
• Comfortable communicating with users via phone, WhatsApp, email and other messaging platforms.
• Strong people skills with the ability to build rapport, handle objections, and maintain patience and empathy.
• Prior experience in Customer Success or healthcare/mental health spaces is preferred.

Responsibilities

• Manage real-time customer support across WhatsApp, phone, email, and other omnichannel messaging platforms; quick responses are non-negotiable.
• Call leads and existing users proactively to gather feedback, resolve concerns, and drive a hands-on, personalised experience.
• Identify, document, and escalate user issues to the right internal teams with speed and clarity.
• Spot user behaviour patterns and recommend data-backed improvements to enhance CSAT.
• Leverage CRM tools, reporting dashboards, and analytics platforms to track and optimise customer-facing metrics.
• Deliver a consistent, high-quality customer journey across onboarding to retention.

Skills

English language

Hindi language

Empathy

Communication

Multichannel support

Tools

CRM tools

Reporting dashboards

Analytics platforms

Job description

Title: Customer Success Associate (Full-time)

Open to: Freshers & early-career professionals

About the Role

We are looking for a Customer Success Associate who thrives in fast-paced, people-first environments. You will own the end-to-end customer experience across WhatsApp, phone calls, email, and other messaging platforms — making every interaction count. If empathy, speed, and problem-solving are your superpowers, you belong here.

• Manage real-time customer support across WhatsApp, phone, email, and other omnichannel messaging platforms — quick responses are non-negotiable.
• Call leads and existing users proactively to gather feedback, resolve concerns, and drive a hands‑on, personalised experience.
• Bring a judgement‑free, empathetic mindset to every interaction, creating a safe and inclusive space for users.
• Identify, document, and escalate user issues to the right internal teams and stakeholders with clarity and speed.
• Spot user behaviour patterns at both individual and aggregate levels — and recommend data‑backed improvements to enhance customer satisfaction (CSAT).
• Leverage CRM tools, reporting dashboards, and analytics platforms to track and optimise customer‑facing metrics.
• Deliver a consistent, high‑quality customer journey across all stages and touchpoints — from onboarding to retention.

Skills & Qualifications

• Excellent verbal and written communication skills in English and Hindi (additional regional languages are a strong plus)
• Comfortable communicating with users via phone, WhatsApp, email, and other messaging platforms
• Strong people skills with the ability to build rapport, handle objections, and maintain patience and empathy in conversations
• Prior experience in Customer Success, Customer Support, CX, or healthcare/mental health spaces is preferred — but we’re equally excited by unconventional, people‑first profiles
• Passion for helping people and delivering a thoughtful, judgement‑free, end‑to‑end customer experience across every interaction.

For any query, say hi at [e-mail]

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