Customer Support & Customer Success Specialist

Beetexting; Hyderabad; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Beetexting, a growth-stage SaaS company with a development center in Hyderabad, is seeking a Customer Support & Customer Success Specialist to help customers adopt Beetexting, troubleshoot issues, onboard new clients, and train admins and end users.

Collaborate with Product and Engineering to improve the customer experience, manage escalations, and deliver proactive support. Strong English communication and analytical skills are essential.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 25 years of experience in Customer Support, Customer Success, Technical Support, or SaaS implementation.
• Excellent written and verbal communication skills in English.
• Strong analytical and troubleshooting abilities.
• Ability to explain technical concepts in a simple, customer-friendly manner.
• Experience managing multiple customer conversations and priorities simultaneously.
• Familiarity with CRM and ticketing systems such as Zendesk, Freshdesk, HubSpot, Salesforce, or similar platforms.

Responsibilities

• Provide timely support to customers through chat, email, phone, and ticketing systems.
• Troubleshoot issues related to messaging, user management, broadcasts, automations, contacts, tags, templates, and integrations.
• Investigate synchronization issues between Beetexting and third-party platforms such as RingCentral and Microsoft Teams.
• Escalate product bugs and complex technical issues to Engineering with detailed reproduction steps and supporting evidence.
• Track customer issues through resolution while maintaining clear and proactive communication.
• Maintain high customer satisfaction by delivering prompt, accurate, and empathetic support.
• Onboard new customers and guide them through Beetexting setup and best practices.
• Conduct product demonstrations and training sessions for administrators and end users.
• Educate customers on features such as shared inboxes, broadcasts, automations, widgets, tags, templates, consent management, and reporting.
• Proactively identify opportunities to improve customer adoption and engagement.
• Gather customer feedback and advocate for product enhancements that improve usability and business value.
• Help reduce customer churn by identifying risks early and working collaboratively toward successful outcomes.
• Partner with Engineering, Product, and QA teams to reproduce issues and validate fixes.
• Create and maintain internal documentation, troubleshooting guides, and customer-facing knowledge articles.
• Identify recurring support trends and recommend product or process improvements.
• Participate in release testing and verify fixes before customer communication.

Skills

English communication

Customer-centric mindset

Analytical thinking

Troubleshooting

Multi-tasking

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Zendesk

Freshdesk

HubSpot

Salesforce

Job description

About Us:

Beetexting is a growth stage and VC-backed SaaS company headquartered in the USA with a cutting-edge development center in Hyderabad, India. We are on a mission to build next-gen software products that transform communication with AI. Our team thrives on innovation, passion, and a relentless pursuit of excellence. We are looking for code lovers who are excited to develop groundbreaking products and make a real impact in the market.

Why Join Beetexting

We are entrepreneurs. We're resourceful and positiveWe are innovators. We obsess on helping our customer win.We are visionaries. We think deeply about the industry and think way, way ahead.We are beelievers. We're humble. We believe in each other and support one another.We are givers. We think of others first.We are intentional. We planWe are diligent. We measure outcomes and stay focused on the profitable.We are gritty. We execute and we never give up.

About the Role:

We are looking for a customer-centric and technically inclined Customer Support & Customer Success Specialist to join the Beetexting team. In this role, you will help customers successfully adopt and use Beetexting, troubleshoot product issues, provide onboarding and training, and collaborate closely with Product and Engineering teams to continuously improve the customer experience. You will serve as a trusted advisor to customers using Beetexting for business messaging, contact management, automations, broadcasts, integrations, and team collaboration.

Key Responsibilities

Customer Support:

• Provide timely support to customers through chat, email, phone, and ticketing systems.
• Troubleshoot issues related to messaging, user management, broadcasts, automations, contacts, tags, templates, and integrations.
• Investigate synchronization issues between Beetexting and third-party platforms such as RingCentral and Microsoft Teams.
• Escalate product bugs and complex technical issues to Engineering with detailed reproduction steps and supporting evidence.
• Track customer issues through resolution while maintaining clear and proactive communication.
• Maintain high customer satisfaction by delivering prompt, accurate, and empathetic support.

Customer Success:

• Onboard new customers and guide them through Beetexting setup and best practices.
• Conduct product demonstrations and training sessions for administrators and end users.
• Educate customers on features such as shared inboxes, broadcasts, automations, widgets, tags, templates, consent management, and reporting.
• Proactively identify opportunities to improve customer adoption and engagement.
• Gather customer feedback and advocate for product enhancements that improve usability and business value.
• Help reduce customer churn by identifying risks early and working collaboratively toward successful outcomes.

Product & Cross- Functional Collaboration:

• Partner with Engineering, Product, and QA teams to reproduce issues and validate fixes.
• Create and maintain internal documentation, troubleshooting guides, and customer-facing knowledge articles.
• Identify recurring support trends and recommend product or process improvements.
• Participate in release testing and verify fixes before customer communication.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• 25 years of experience in Customer Support, Customer Success, Technical Support, or SaaS implementation.
• Excellent written and verbal communication skills in English.
• Strong analytical and troubleshooting abilities.
• Ability to explain technical concepts in a simple, customer-friendly manner.
• Experience managing multiple customer conversations and priorities simultaneously.
• Familiarity with CRM and ticketing systems such as Zendesk, Freshdesk, HubSpot, Salesforce, or similar platforms.

Preferred Qualifications

• Experience supporting business messaging or communications platforms.
• Understanding of SaaS products, APIs, web applications, and cloud technologies.
• Experience working with telephony or communication platforms such as RingCentral or Microsoft Teams integrations.
• Basic SQL or log analysis skills are a plus.
• Experience working directly with Product and Engineering teams in an agile environment.

Key Competencies

• Customer-first mindsetStrong ownership and accountabilityExcellent problem-solving skillsEffective stakeholder communicationAttention to detailProcess improvement orientationAdaptability and continuous learningTeam collaboration

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)First Response Time (FRT)Time to Resolution (TTR)SLA complianceCustomer onboarding completion and successProduct adoption and feature utilizationEscalation quality and documentationCustomer retention and renewal supportContribution to knowledge base and process improvements

Success in This Role

A successful Customer Support & Customer Success Specialist at Beetexting builds lasting customer relationships by resolving issues efficiently, enabling customers to maximize the value of the platform, proactively identifying .