CSM Support Associate

Goodera; United States; A distancia; USD 4700 - 9000; Jornada completa

Descripción de la vacante

Goodera is seeking a high-impact CSM Support Associate to support our Customer Success team during both quiet and live periods. The role focuses on robust documentation, data integrity in CRM, and seamless event support for client partners and internal hosts.

You will serve as the IST night shift point of contact, ensuring timely, polished English communications, streamlined handoffs across time zones, and adherence to SOPs. 1.5+ years in Sales Ops or Event Tech required; non-freshers only.

Formación

• 1.5+ years in a Sales Ops or Event Tech role.
• Exceptional written English skills are non-negotiable.
• Proven ability to handle high-pressure crisis scenarios without immediate supervision.

Responsabilidades

• Audit CRM data to ensure all customer touchpoints and contract milestones are accurately recorded.
• Serve as the primary internal point of contact for Client Partners and Event Hosts during the IST night shift; manage shared inboxes with professional, client-ready English communications.
• Create and update Standard Operating Procedures (SOPs) for the CS team and maintain a Night Shift Log for a flawless handoff to the morning team.

Conocimientos

Sales Ops experience

Crisis management

Written English

Stakeholder communication

Descripción del empleo

About Goodera

Goodera is the world’s leading platform for employee engagement, helping companies build meaningful, purpose-driven workplace experiences through employee volunteering. We partner with 500+ enterprises, including 75 Fortune 500 companies like IBM, ServiceNow, and Amazon to help teams connect with purpose while driving social impact. Operating across 100+ countries and 30+ languages, Goodera delivers hosted volunteering and team engagement experiences - virtual, in-person, and hybrid - through a network of 2,500+ hosts. In 2025 alone, we facilitated 10,000+ experiences engaging over 500,000 employees worldwide. With consistent 100% YoY growth and profitability since April 2024, Goodera is backed by leading investors including Elevation Capital, Nexus Venture Partners, Omidyar Network, Zoom Ventures, xto10x, and Ursula Burns.

Goodera enables end-to-end employee engagement programs, with a core focus on corporate volunteering. We help organizations design and deliver meaningful experiences that drive both employee engagement and social impact.

What we do:

• End-to-end program management: Design and execute corporate volunteering initiatives from concept to completion

• Curated opportunities: Match organizations with the right experiences from our global catalog of volunteering activities

• Program planning & participation: Support timelines, campaigns, and communications to drive employee registrations

• Hosted experiences: Deliver engaging, high-quality sessions led by trained Goodera hosts who guide, orient, and contextualize each experience

• Impact measurement: Track, measure, and communicate both employee engagement and social impact outcomes

As we continue to grow, Goodera is exploring avenues of expanding beyond volunteering into a broader suite of employee engagement offerings including team building, culture-building, and purpose-driven experiences.

Location: Remote (India-based)

Shift: Night Shift (10:00 PM – 6:00 AM IST)

Experience: 1.5 – 3 Years (Non-fresher)

Role Overview

We are looking for a high-impact CSM Support Associate to facilitate seamless operations for our Customer Success team. This role is unique: during “quiet” periods, you will drive operational excellence through documentation and data; during “live” periods, you will act as the critical support layer for events, ensuring internal hosts and client partners have everything they need to succeed.

Key Responsibilities

1. CSM Enablement & Operations

• Audit CRM data to ensure all customer touchpoints and contract milestones are accurately recorded.

2. Stakeholder Communication

• Serve as the primary internal point of contact for Client Partners and Event Hosts during the IST night shift.

• Manage shared inboxes ensuring internal queries are answered with professional, high-quality English prose.

3. Documentation & Knowledge Management

• Create and update Standard Operating Procedures (SOPs) for the CS team.

• Maintain a “Night Shift Log” to ensure a flawless handoff to the morning team, ensuring no balls are dropped across time zones.

Qualifications

• Experience: At least 1.5 years in a Sales Ops or Event Tech role. We are not accepting freshers for this position.

• Communication: Exceptional written English skills are non-negotiable. You must be able to draft polished, “client-ready” internal communications.

• Problem-Solving: Proven ability to handle high-pressure “Crisis Management” scenarios without immediate supervision.