Customer Support Executive

Hey,At Saleshandy, we're building the sales engagement platform of the future. We're building a product toward eliminating manual processes and helping companies generate more replies/book more meetings / generate leads (faster). Since our founding in 2016, we've grown to become a profitable, 100% geographically dispersed team of 50 high-performing happy people who are dedicated to building a product that our customers love.The customer team at Saleshandy serves around 4,000+ customers across the globe. We are a team of 45 folks in total and the customer team consists of 5 members.Highlights of some of the key achievements of the Customer team at Saleshandy.- Achieved an NPS score of 40.- Rated 4.5 by more than 300 users in G2crowd, getapp, Chrome Store, and other software discovery portals.- Handling 3000+ customer conversions a monthUp next, are the challenges we are looking forward to solving:- Evolve self-serve systems for customer support. Write crisp FAQs for customers. Improve AI auto-suggestion mechanism- Reduce churn rate by enhancing the support standards (i.e. onboarding, demo, success, etc.)- Evolve internal customer support handbooks for faster and more accurate responses.Now your turn,Are you a customer-obsessed, flexible, smart and analytical, strategic yet execution-focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high-impact role?If yes, this opportunity will appeal to you.What will you be doing?Assisting the customers who use the company's product, replying to inbound queries.Get on a web conferencing with users to help them with the product.Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.Handle and resolve customer requests and complaints.Report to the support manager every week along with the weekly report of your metrics.Note: Major volumes of user queries that we get are through Chat and email. We also have to jump on calls with clients over web conferencing. Our major users are from American and European time zones, hence the shift timing will correspond to the same.What key performance indicators will I own?First Response Time/Average Response Time.Customer happiness scoreAverage Resolution Time.You should have...Excellent communication & writing skillsGreat problem-solving abilitiesSelf-driven and proactive naturePatience when handling tough casesHigh computer literacy and ability to learn new softwareKnowledge of customer success processesAgile approach and being coachable at all timesPassion for talking to customers all day, every dayThe ability to explain complex topics in easy-to-understand and concise language (English)Ambition, eagerness, and the will to learn and improve upon your own skillsWhy should you join Saleshandy?Opportunity to work with customers across the globeExcellent growth opportunities and an open culture ensure best ideas win!Well-defined training program to enhance your skillsA clear career path with job career guidanceBe a part of the learning cultureBe a part of a fast-moving & growing startupLeverage the benefits of working in product based companyOther Perks:Personal Development — an annual budget for books, courses, and conferencesMedical Insurance — we offer health insurance allowance to all teammatesAnnual team retreats — to amp up the entire team's energy every year, we take a retreat and you will decide on the place. Check out our off-site trip to Lonavala!So, think you're a good fit? Then let's roll.Step 1: You apply for the job (with your current portfolio).Step 2: Quick call with the HR folksStep 3: First round with Savan. Step 4: Work on a small assignment.Step 5: Second round interview to gauge if you are a good culture fit.Step 6: Job Offer (contingent on the above steps) and welcome to the ikigai tribe! PRB