Customer Success Associate

CS-Society; Pune District; À distance; INR 1 800 000 - 2 200 000; Plein temps

Avantages offerts par ce poste

Employee Stock Options Program

15 days PTO & 10 sick leaves annually

Company holidays

Résumé du poste

Avoma is looking for a Customer Success Associate to support customers remotely from Pune, India, with rotating evening/night shifts to align with US hours. You will onboard, implement, adopt, and configure product features, ensuring a positive customer experience and trusted relationships.

Responsibilities include handling queries across channels, analyzing issues, updating records, and conveying feedback to Product, Sales, and Marketing teams.

Qualifications

• Proven professional experience as a Customer Support Specialist or similar CS role, ideally 4+ years of experience.
• Experience using help desk software and product management tools.
• Understanding of how CRM systems work like Hubspot, Salesforce etc.
• Excellent communication and problem-solving skills
• Patience when handling tough cases
• Proficiency in the English language, both written and verbal, sufficient for success in a remote and largely asynchronous work environment
• Preferred: BSc in Information Technology or relevant diploma
• Preferred: Comfort working in a highly agile, intensely iterative software development process
• Preferred: Positive and solution-oriented mindset
• Preferred: An inclination towards communication, inclusion, and visibility
• Preferred: Demonstrated ability to work closely with other parts of the organization
• Preferred: Ability to thrive in a fully remote organization
• Preferred: Knowledge of Artificial Intelligence technologies and tools

Responsabilités

• Respond to customer queries promptly via phone, email or chat and escalate unresolved issues.
• Manage VSMB customers including onboarding, implementation, adoption, and configuration.
• Analyze and report product issues by testing scenarios.
• Update internal databases with technical issues and customer discussions.
• Monitor social media complaints and provide assistance.
• Share feature requests and workarounds with the team.
• Follow up to ensure issues are resolved.
• Gather feedback and share with Product, Sales and Marketing teams.

Connaissances

Customer support

Communication

Problem-solving

Patience

Remote work

Formation

BSc in Information Technology

Diploma (relevant)

Outils

HubSpot

Salesforce

CRM systems

Description du poste

Note from CS Society: Avoma lists this role as Remote. It is a rotating evening/night shift (US overlap) for the Pune, India team.

Summary

As a Customer Success Associate team member you will be directly responsible for assisting our customers with technical problems when using our products and services along with onboarding , Implementation, Adoption, configuration with an excellent customer service oriented mindset. This is an exciting opportunity for those who are curious, diligent, and want to learn and develop their professional skills within a fast-growing start-up.

The ideal candidate will be experienced in resolving customer queries, recommending solutions and guiding product users through features and functionalities. We expect you to be a reliable professional, and an excellent communicator who’s able to earn our clients’ trust. Your overarching goal is to ensure an enjoyable experience for everyone using Avoma.

The scheduled shift for this role will be:

• 8 pm-4 am IST
• 6 pm-3 am IST

to ensure crossover working hours with the US. The shift will be rotated.

What you will be doing in the role (Responsibilities)

• Respond to customer queries in a timely and accurate way, via phone, email or chat, then identify their needs and help them use specific features, or properly **escalate** unresolved queries to the next level of support.
• Managing VSMB customers (onboarding , Implementation, Adoption, configuration)
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams

Benefits

• What you get from Avoma
• A transparent salary structure
• Salary Range: ₹18,00,000- ₹22,00,000 (Depending on Experience)
• 15 days of PTO & 10 sick leaves annually on top of company holidays
• Employee Stock Options Program

About Avoma

• Avoma is an intelligent meeting assistant for teams looking to automate some of the common tasks required for customer-focused meetings. We leverage NLP and machine learning to summarize meeting notes and extract key topics and action items discussed. All of this data automatically syncs back into their CRM. This helps to save end users time and focus on what matters most, their customer interactions.
• We are a venture-funded early-stage startup, have 1000+ paid businesses, and are growing consistently month over month.

Requirements

• Proven professional experience as a Customer Support Specialist or similar CS role, ideally 4+ years of experience.
• Experience using help desk software and product management tools.
• Understanding of how CRM systems work like Hubspot, Salesforce etc.
• Excellent communication and problem-solving skills
• Patience when handling tough cases
• Proficiency in the English language, both written and verbal, sufficient for success in a remote and largely asynchronous work environment
• Preferred: BSc in Information Technology or relevant diploma
• Preferred: Comfort working in a highly agile, intensely iterative software development process
• Preferred: Positive and solution-oriented mindset
• Preferred: An inclination towards communication, inclusion, and visibility
• Preferred: Demonstrated ability to work closely with other parts of the organization
• Preferred: Ability to thrive in a fully remote organization
• Preferred: Knowledge of Artificial Intelligence technologies and tools