Customer Success Associate

Neara; Pune District; On-site; INR 1,800,000 - 2,200,000; Full time

Benefits offered by this job

Transparent salary structure

15 days PTO and 10 sick leaves

Employee Stock Options Program

Job summary

Neara is seeking a Customer Success Associate to join its team in Pune, Maharashtra. This remote role involves assisting customers with technical issues, onboarding, and ensuring a great user experience. Ideal candidates will have 4+ years of customer support experience, excellent communication skills, and proficiency in CRM systems like Hubspot and Salesforce. The position offers a competitive salary range of ₹18,00,000- ₹22,00,000, along with benefits like PTO and stock options.

Qualifications

• 4+ years of experience in customer support or similar role.
• Experience with help desk software and product management tools.
• Understanding of CRM systems functionality.
• Excellent communication and problem-solving ability.
• Patience in handling difficult cases.
• Fluency in English for remote work.

Responsibilities

• Respond to customer queries via phone, email, or chat.
• Manage onboarding and implementation for VSMB customers.
• Analyze product malfunctions and report issues.
• Update internal databases with technical issues.
• Monitor social media for customer complaints.
• Share customer feedback with relevant teams.

Skills

Customer Support Experience

Help Desk Software

CRM Systems

Communication Skills

Problem-Solving

Patience

English Proficiency

Education

BSc in Information Technology or relevant diploma

Tools

Hubspot

Salesforce

Job description

Customer Success Associate

Job type: Full Time · Department: Customer Success · Work type: Remote

Pune, Maharashtra, India

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, and 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 escalates 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

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.

What sets you apart (Preferred Qualifications)

• BSc in Information Technology or relevant diploma
• Comfort working in a highly agile, intensely iterative software development process
• Positive and solution‑oriented mindset
• An inclination towards communication, inclusion, and visibility
• Demonstrated ability to work closely with other parts of the organization
• Ability to thrive in a fully remote organization
• Knowledge of Artificial Intelligence technologies and tools

Benefits

• 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