Customer Support & Customer Success Specialist | Beetexting

Beetexting; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Beetexting is seeking a Customer Support & Customer Success Specialist in Hyderabad, India. The role focuses on onboarding customers, resolving product issues, and driving adoption through trainings and best practices.

You will collaborate with Product and Engineering to improve the customer experience and ensure successful outcomes for clients using Beetexting’s messaging platform.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 2–5 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

Communication

Analytical skills

Troubleshooting

Customer focus

Time management

Education

Bachelor’s degree or equivalent

Tools

Zendesk

Freshdesk

HubSpot

Salesforce

Job description

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2+ years of experience in Customer Support, Customer Success, Technical Support, or SaaS implementation

Join Beetexting – Revolutionizing Communication with Cutting-Edge Technology!

About Us

Beetexting is an enterprise compliance business texting platform that helps businesses communicate more effectively through conversational messaging solutions that drive engagement, improve customer experiences, and generate measurable results.

Why Join Beetexting?

• High-growth environment with significant career advancement opportunities
• Collaborative and supportive team culture
• Direct impact on company growth and revenue
• Opportunity to work with innovative messaging technology that solves real business challenges

Role Details

• Position: Customer Support & Customer Success Specialist
• Location: Hyderabad, India
• Type: Full-time

Position Summary

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.

Qualifications

Required:

• Bachelor’s degree or equivalent practical experience.
• 2–5 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:

• 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 mindset
• Strong ownership and accountability
• Excellent problem‑solving skills
• Effective stakeholder communication
• Attention to detail
• Process improvement orientation
• Adaptability and continuous learning
• Team collaboration

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Response Time (FRT)
• Time to Resolution (TTR)
• SLA compliance
• Customer onboarding completion and success
• Product adoption and feature utilization
• Escalation quality and documentation
• Customer retention and renewal support
• Contribution to knowledge base and process improvements

Work Schedule

• This position requires working during U.S. daytime business hours.
• Availability to support prospecting and customer outreach aligned with U.S. time zones.

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 improvement.

How to Apply

Ready to take on the challenge? If you have the experience and the drive to innovate in the Customer Support & Customer Success space, apply now to join our journey!

Apply here or email to [e-mail]