Customer Success Associate

Amplify-Now; Thane, Mumbai; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Rotational shift timings

On-site in Thane

Job summary

Amplify-Now in Thane is seeking a customer-focused SaaS support professional to be the front line for B2B clients. You will troubleshoot issues, guide users, and work with Product, Engineering, and QA to resolve problems quickly.

You should have 2+ years in SaaS support and hands-on Zendesk experience, with strong communication and prioritization skills. This role is based on-site in Thane with rotational shift timings.

Qualifications

• 2+ years in a SaaS support or customer service role.
• Hands-on experience using Zendesk to manage support queues.
• Strong problem-solving skills with basic understanding of web apps, APIs and data formats like JSON or SQL.
• Clear, empathetic communicator able to explain technical topics to non-technical audiences.
• Able to work independently and manage competing priorities.
• Team player with a growth mindset and a passion for helping customers succeed.

Responsibilities

• Provide responsive, high-quality support to B2B clients via Zendesk, email, and video calls.
• Investigate and resolve product issues including app behaviours, integrations, and data inconsistencies.
• Translate technical problems into simple, clear solutions for users with varying levels of technical understanding.
• Reproduce reported issues in test environments and review logs as needed.
• Collaborate with Product, Engineering, and QA to raise defects, triage, fix, and inform customers.
• Maintain and improve support workflows, including ticket tagging and knowledge base articles.
• Support onboarding and configuration with Customer Success.
• Contribute to incident response and client communications during major issues.
• Suggest improvements to documentation, tools, and internal processes.

Skills

Customer support

Problem solving

Clear communication

Prioritization

Independent worker

Team player

Tools

Zendesk

Postman

Datadog

Sentry

SQL

Job description

Location- Thane

Shift Timings- Rotational

This role is perfect for someone who thrives on helping users, enjoys solving complex problems, and has a strong grasp of how SaaS platforms work. You'll be the front line of support for business clients - answering queries, troubleshooting issues, and working cross-functionally to ensure customers get the best possible experience.

If you understand the value of excellent support and enjoy untangling technical challenges, this is your opportunity to make a real impact.

Key Responsibilities

• Provide responsive, high-quality support to B2B clients through Zendesk, email, and video calls.
• Investigate and resolve product-related issues, including app behaviours, integrations, and data inconsistencies.
• Translate technical problems into simple, clear solutions for users with varying levels of technical understanding.
• Reproduce reported issues in test environments to identify contributing factors, including reviewing logs and querying data where required.
• Collaborate with Product, Engineering, and QA teams to raise defects, track them through triage, fix, and release, and close the loop with the customer.
• Maintain and improve support workflows, including ticket tagging, macros, and knowledge base articles.
• Support onboarding and configuration processes in partnership with Customer Success.
• Contribute to incident response and help manage client communications when major issues arise.
• Proactively suggest improvements to documentation, tools, and internal support processes.

What Were Looking For

• 2 + years' experience in a SaaS support or customer service role
• Hands-on experience using Zendesk (or similar platforms) to manage support queues.
• Strong problem-solving skills, with a basic understanding of web apps, APIs, and data formats like JSON or SQL.
• Clear, empathetic communicator who can explain technical topics to non-technical audiences.
• Able to work independently and manage competing priorities across an active queue.
• A team player with a growth mindset and a passion for helping customers succeed.

Nice to Have

• Exposure to project, portfolio, or strategy execution platforms, or experience in a PMO environment.
• Familiarity with tools like Postman, browser dev tools, or logging platforms (e.g., Datadog, Sentry).
• Experience supporting enterprise clients or assisting with onboarding and integrations.
• Basic scripting or SQL knowledge.
• Interest in workflow automation and building internal tooling to improve how a support team operates.