What We Are Looking For
● Preferably 2-4 years of relevant experience in Customer Success, Customer Support, Product Support,
Implementation or a closely related customer-facing role in a SaaS/software-product company.
● Hands-on experience with software customers, including areas such as onboarding, product training, ticket/issue
handling, customer communication, product adoption, implementation follow-up, subscriptions or renewals.
● Strong written and spoken English; Hindi is preferred, and additional Indian languages are an advantage.
● Ability to learn a software product deeply and explain workflows clearly to different types of users.
● Strong ownership and follow-through – you should be comfortable carrying an issue across multiple internal
teams until there is a clear outcome.
● Empathetic and patient with customers, while remaining structured, professional and firm where necessary.
● Good problem diagnosis, prioritisation, documentation and escalation judgment.
● Comfortable with CRM/helpdesk/ticketing tools, Excel/trackers, Google Workspace/MS Office, email,
WhatsApp/WATI and online meeting tools.
● Comfortable using AI productivity tools responsibly for drafting, summarisation and knowledge work.
● Willingness to work from office in Bangalore and reasonable flexibility for important customer meetings, training
or escalations.
Important experience fit: This role requires genuine SaaS/software-product customer experience. BPO-only,
generic IT-helpdesk, KYC/gaming/travel support, ERP end-user-only or sales-only experience would not be
considered sufficient for this position.
