Customer Success Associate

Townmiller; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Zotel in Bengaluru seeks a Customer Success Associate to own support and elevate customer experience across 1000+ properties. You will manage queries via WhatsApp, calls, and email, resolving issues from bookings to system usage and coordinating with product and onboarding teams.

The role emphasizes fast, clear communication, ownership, and the ability to thrive in a fast-moving startup environment. Prior SaaS/travel exposure is a plus.

Qualifications

• 3 to 6 years experience in support/operations/customer success.
• Clear, fast, and helpful communicator.
• Able to handle calls, chats, and escalations; ownership mindset.

Responsibilities

• Handle customer queries over WhatsApp, calls, and central support inbox.
• Solve issues end‑to‑end (bookings, pricing, system usage, etc.).
• Coordinate with internal teams (product, tech, onboarding) to resolve problems.
• Identify repeat issues and improve flows, docs, and processes.
• Ensure fast responses and high customer satisfaction.

Skills

Strong communication

Customer focus

Problem solving

Ownership

Adaptability

Job description

Love solving problems and talking to customers? Zotel a fast‑growing hospitality SaaS platform is looking for a Customer Success Associate to own support and improve customer experience across 1000+ properties.

Role & responsibilities

What you’ll do:

• Handle customer queries over WhatsApp, calls, and central support inbox
• Solve issues end‑to‑end (bookings, pricing, system usage, etc.)
• Coordinate with internal teams (product, tech, onboarding) to resolve problems
• Identify repeat issues and improve flows, docs, and processes
• Ensure fast responses and high customer satisfaction

Preferred candidate profile

• 3 to 6 years experience in support / operations / customer success
• Strong communicator (clear, fast, and helpful)
• Comfortable handling calls, chats, and escalations
• High ownership, you like fixing problems, not just responding
• Able to work in a fast‑moving, slightly unstructured environment
• Prior startup / SaaS / travel experience is a plus

Why join:

• High ownership role you’ll shape how support works at scale
• Work closely with founders and core team
• Opportunity to grow into a larger team lead role