Customer Success Executive

Statusbrew; India; Remote; INR 837,000 - 1,506,600; Full time

Job summary

A social media management platform is seeking a Front-line Customer Success representative to manage incoming support requests. This role requires at least 3 years of experience in customer-facing roles at a SaaS company, strong multi-tasking abilities, and the ability to troubleshoot product issues directly with customers. You will help onboard new clients, ensuring they successfully navigate the platform. Ideal candidates are comfortable working during US business hours and with tools like Intercom. Competitive salary of ₹75,000 – ₹1,35,000 per month based on experience.

Qualifications

• 3+ years of experience in a customer-facing support or success role at a SaaS company.
• Ability to manage multiple live chat conversations efficiently.
• Comfortable with API and knowledge documentation.

Responsibilities

• Handle incoming support conversations on Intercom.
• Troubleshoot product issues live with customers.
• Onboard new customers and assist them in setup.

Skills

Customer support experience

Multi-tasking in live chat

Problem-solving

Effective communication

Tools

Intercom

Social media management tools

Job description

Statusbrew is a social media management platform used by teams and agencies worldwide to schedule content, manage engagement across 20+ channels, run analytics, and moderate conversations, all from one dashboard. We compete head-to-head with Sprout Social and Hootsuite at better prices and greater value.

We're bootstrapped. Small team (under 50 people). You'll talk directly to the people who build the product and run the company.

The Role

This is a front-line customer success role (US hours overlap required). You're the first person our customers talk to when something isn't working, when they're confused, or when they need help getting value from the platform.

₹75,000 – ₹1,35,000 / month (based on experience)

What you'll actually do, day to day:

• Handle incoming support conversations on Intercom, often several at once
• Troubleshoot product issues live with customers (not just read from a script)
• Triage bugs clearly with the dev team and push for timely resolutions on behalf of the customer
• Onboard new customers, walk them through setup, help them connect their social channels, and make sure they hit the ground running
• Dig into internal knowledge bases, API documentation, and even competitor support materials to build your own understanding of the problem space
• Own your queue. No one is going to micromanage your ticket pipeline or tell you which conversation to pick up next.

What this role is NOT:

• This is not an account management or upsell role
• This is not a role where you'll wait for someone to tell you what to do
• This is not a 9-to-5-and-log-off kind of job — our customers are global, and you'll need to overlap with US business hours

You Should Apply If:

• You have 3+ years of experience in a customer-facing support or success role at a SaaS company; this is non-negotiable.
• You can juggle multiple live chat conversations without dropping context or quality
• You're comfortable reading API/knowledge docs, poking around a product, and figuring things out before escalating
• You've worked with minimal process before and thrived
• You write clearly, think on your feet, and genuinely care about unblocking people

Nice to have:

• Experience with social media management tools (Statusbrew, Hootsuite, Sprout Social, Buffer, or similar)
• Familiarity with Intercom or similar conversational support platforms
• You've worked in a small, bootstrapped company before and know what that pace feels like