Customer Support Associate (Internship with PPO)

Outbox Labs; Bengaluru; On-site; INR 312,480 - 424,080; Full time

Job summary

Outbox Labs is hiring a Customer Support Associate in Bengaluru to empower users of our SaaS products. You will handle inquiries across chat and email, resolve technical issues with product and engineering teams, and guide customers through features to maximize value.

The role emphasizes empathy, clear communication, and the ability to document requests and maintain customer records. Join a fast-paced team focused on adoption and retention.

Qualifications

• Empathy to understand customer needs and build trust.
• Strong analytical skills to interpret data and derive insights.
• SaaS knowledge to communicate with engineering and product teams.
• Outstanding written and verbal communication for cross‑team collaboration.

Responsibilities

• Handle customer queries via chat or email and coordinate with technical teams.
• Resolve issues to ensure a smooth customer experience and retention.
• Guide users through features to drive adoption and potential upsell.
• Provide product training and timely solutions to maximize value.
• Maintain documentation and manage account interactions and logs.
• Support backend operations and generate daily progress reports.

Skills

Empathy

Analytical skills

Technical SaaS aptitude

Excellent communication

Job description

As a Customer Support Associate, your role will be crucial in ensuring that customers are empowered to get the most out of our SaaS products. You’ll interact with users across multiple touch points, resolve issues, and drive product adoption and retention.

What You'll Do

• Customer Support & Issue Resolution: Manage incoming queries via support chat or email and collaborate with product and engineering teams to resolve technical issues, ensuring a smooth customer experience.
• Relationship Building & Feedback Collection: Establish long-term relationships with users through empathetic communication, gather feedback, and document feature requests for product improvements.
• Drive Adoption & Retention: Promote product adoption by guiding users through key features, assisting with upsell opportunities, and ensuring ongoing engagement.
• Training & Empowerment: Provide product training and timely solutions, empowering customers to effectively use the technology and maximize its value.
• Documentation & Account Management: Assist with creating product documentation, maintain interaction logs, manage customer accounts, and handle administrative tasks to ensure efficient service.
• General Operations: Assist with backend operations, generate daily reports, track progress across various processes, provide general administrative assistance to the technical team.

Candidate Profile

• Empathy: Demonstrates the ability to understand and connect with customer needs, ensuring a supportive and positive experience.
• Analytical and Problem-Solving Skills: Demonstrates strong analytical abilities to understand market needs, analyze data, and derive actionable insights to inform product decisions and improvements.
• Technical Aptitude and Understanding of SaaS: Possesses a solid understanding of software development processes and SaaS models, with the ability to communicate effectively with engineering teams and comprehend technical details.
• Excellent Communication and Collaboration: Exhibits outstanding written and verbal communication skills, with the ability to work collaboratively across various teams, including marketing, sales, and customer support, to align product strategies with business goals.

Why join us?

• Fast-Paced Environment: Thrive in a dynamic and innovative setting.
• Accelerated Growth & Rewards: Enjoy rapid career growth and recognition.
• Accessible Management: Work closely with approachable and supportive leadership.
• Industry Leaders: Collaborate with some of the best minds in the industry.

We value transparency and open communication as essential principles in our company culture, fostering trust and collaboration among our team members. Along with technical knowledge and skill, we also look for learning ability and attitude towards embracing challenges, as these qualities contribute to a dynamic and innovative work environment. The screening process is thus designed to evaluate candidates holistically.

Screening Process

• Submission of Resume
• Technical Interview - Real time problem solving
• Interview - Final Screening - Culture fitment