Customer Support Executive

FinPera AI; Maharashtra; On-site; INR 350,000 - 650,000; Full time

Job summary

FinPera AI is seeking a Customer Support Executive to work closely with customers across onboarding, product support, demos, documentation and feedback.

This hands-on, customer-facing role offers the chance to shape our customer success function and collaborate with co-founders to scale support processes.

You will troubleshoot issues, create knowledge materials, and leverage AI tools to continuously improve the support experience.

Qualifications

• Experience with B2B SaaS or tech products is essential.
• Excellent verbal and written communication skills.
• Ability to regularly interact with customers and explain software simply.
• Ability to create clear FAQs, SOPs and product documentation.
• Strong problem-solving skills and curiosity to learn new AI tools.

Responsibilities

• Be the primary point of contact for customer queries and product-related issues.
• Conduct onboarding, product demos, and guided walkthroughs over video/audio calls.
• Understand, troubleshoot and follow up on customer issues through resolution.
• Create FAQs, SOPs, help articles, product guides and onboarding documentation.
• Create walkthrough videos and customer education material.
• Collect feedback, feature requests and recurring pain points.
• Collaborate with product and engineering to reproduce and resolve issues.
• Test fixes and close the feedback loop with customers.
• Identify recurring issues and improve processes using AI tools.

Skills

B2B SaaS experience

Communication

Customer facing

Product knowledge

Problem solving

Documentation

Fast-paced

AI tools

Job description

About the Role

FinPera.AI is building an AI-powered finance platform for finance teams and professionals.

We are looking for a Customer Support Executive who will work closely with customers across onboarding, product support, demos, documentation and feedback.

This is a hands-on, customer-facing role with the opportunity to work directly with the co-founders and contribute to how our customer success function is built and scaled.

What Youll Do

• Be a primary point of contact for customer queries and product-related issues.
• Conduct customer onboarding, product demos and guided walkthroughs over video and audio calls.
• Understand, troubleshoot and follow up on customer issues through resolution.
• Create FAQs, SOPs, help articles, product guides and onboarding documentation.
• Create guided walkthrough videos and other customer education material.
• Collect customer feedback, feature requests and recurring pain points.
• Work with the product and engineering teams to reproduce, track and resolve customer-reported issues.
• Test fixes and close the feedback loop with customers.
• Identify recurring support issues and improve or automate processes using technology and AI.

What Were Looking For

• B2B SaaS or technology experience is strongly preferred.
• Strong verbal and written communication skills.
• Comfortable regularly interacting with customers
• Ability to understand software products and explain them simply.
• Strong problem-solving skills
• Ability to create clear FAQs, SOPs and customer documentation.
• Comfortable working in a fast-moving environment.
• Curious and open to learning and leveraging new technologies and AI tools.