SurveyHeart LLP
https://surveyheart.com/About
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Jobs at SurveyHeart LLP
About SurveyHeart:
SurveyHeart is a versatile online platform designed to facilitate the creation and management
of surveys, quizzes, forms, polls, and questionnaires. Our user-friendly interface is accessible
via web browsers and dedicated mobile applications for both Android and iOS devices. We are
committed to fostering a collaborative and growth-oriented environment where fresh talent can
thrive.
Job Summary:
The Customer Support Executive at SurveyHeart plays a critical role in assisting users and
premium customers by resolving queries and ensuring a seamless experience across our Forms
and Quizzes platform. As the first point of contact, you’ll work cross-functionally with internal
teams to improve customer satisfaction and enhance the overall user experience.
What is expected of the Candidate
This is not a “script-based” role — you’ll be expected to:
● Deep understanding of how the product works — beyond surface-level.
● Act as a power user, problem-solver, and customer advocate.
● Communicate clearly with both users and tech teams.
● Own issues from start to finish — not just respond, but resolve.
Customer Support Roles and Responsibilities
First-Level Resolution Provider
● Rapidly triage incoming queries from various channels (email, chat, social, in-app),
identify intent, urgency, and route if needed.
● Resolve 90% of incoming queries independently using knowledge of the product,
standard processes, and documented SOPs, and update the internal referral
documents.
● Use Zoho Desk efficiently to tag, assign, escalate, or resolve tickets while ensuring that
every interaction is tracked with resolution detail and customer sentiment.
● Own and manage ticket lifecycle from intake to resolution for general product-related
queries, user account issues, configuration problems, and usability questions.
● Deliver exceptional customer education by guiding users to FAQs, video walkthroughs,
or providing contextual instructions.
● Use internal tools (Admin page, Logs or notes, Internal FAQs) to validate bugs or
complaints raised by users.
● Check for known issues using release notes to avoid duplicate escalations.
Cross-Team Collaboration
● Prepare concise and structured ticket escalations, including:
○ Error logs (if available)
○ Device/browser info
○ Screenshots/screen recordings
● Have an internal discussion with the Operations Manager, and if no solutions are found,
tag the Testing POC, Product Manager or Assistant Tech Lead with clear context.
● Follow up on unresolved issues, promptly follow up on the unresolved tickets, and
update the resolution status to Operations Manager.
Post-Escalation Support
● After an issue is resolved by the Tech or Product team:
○ Translate the resolution into customer-friendly language before responding.
○ Update the relevant internal documentation, such as FAQs ,SOPs, etc..
● Identify recurring technical issues and propose improvements to Operations Manager to
reduce ticket volume.
● When needed, coordinate across multiple internal stakeholders, ensuring both speed
and quality of resolution.
Customer Satisfaction & Feedback
● Aim for high CSAT (Customer Satisfaction) scores by delivering clear, empathetic, and
timely resolutions.
● Follow up with users after res in olving issues to ensure they’re fully satisfied and
confident using the product.
● Take feedback constructively — identify areas of improvement and continuously refine
your support approach.
● Encourage users to rate their experience and leave positive feedback when expectations
are exceeded.
Requirements
● Driven by a customer-first mindset, believing customer happiness is the key to success.
● Strong communication skills (written and verbal) in English and Hind is a must and any
other language will be an added advantage.
● 3 + years of experience in customer support or related roles, only from SaaS support.
● Familiarity with customer service tools (e.g., Zoho Desk).
● Basic understanding of software applications with the ability to learn new technologies
quickly.
● Detail-oriented with a proactive approach to problem-solving.
● Willingness to learn and adapt in a fast-paced environment.
● Experience in SaaS or tech customer support.
● Familiarity with payment gateways like Razorpay.
● Expert in Google Docs, Sheets, and Slides for documentation, data analysis, and
presentations.
Other Details
● Shift: Rotational shifts
● Working days: 5 days a week(weekends working)
● Salary: 3.50 LPA to 5.00 LPA
● Experience: Min 3 + years in Customer Support from a renowned SaaS company
(100% SaaS experience and no other industry)
● Location: Hyderabad, Hi-Tech City
● Education: Any Degree
Filling up this form is mandatory for interview calls:
https://surveyheart.com/form/682ea45ef2248a26ab1aef7a
Job Summary:
We are seeking a motivated and enthusiastic Junior SaaS Sales Representative to join our sales team. This entry-level position is ideal for individuals eager to start their career in software sales and contribute to SurveyHeart's growth. The successful candidate will engage with potential customers, understand their needs, and demonstrate how our solutions can benefit their operations.
Key Responsibilities:
Market Outreach:
- Identify and research potential clients through various channels, including online research, social media, and industry events.
- Reach out to prospects via phone calls, emails, and meetings to introduce our SaaS solutions.
- Participate in relevant events to generate leads and convert them into clients.
Customer Engagement:
- Connect with existing users to understand their needs, requirements, and pain points.
- Conduct product demos to showcase features and benefits to potential clients.
- Develop and maintain strong relationships with prospects to provide tailored solutions.
- Collaborate with the sales manager to develop proposals and presentations for clients.
Customer Success:
- Actively engage with customers to understand their business goals and help them achieve desired outcomes using SurveyHeart products.
- Assist customers in maximizing the utilization of the SurveyHeart products.
Happy Customers:
- Maintain regular communication with clients to monitor satisfaction, address concerns, and identify opportunities for upselling or cross-selling.
- Gather client feedback and collaborate with internal teams to drive continuous improvement of our products and services.
- Strive to achieve sustained and higher Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores.
Additional Responsibilities:
- Stay updated on industry trends and competitor offerings to effectively position our products.
- Maintain accurate records of all sales activities and client interactions in the CRM system.
- All other tasks that improve customer satisfaction and revenue
Qualifications:
- Master's degree in Business, Sales, Marketing, or a related field.
- Excellent verbal and written communication skills in English and Hindi. Telugu will be added advantage.
- Basic understanding of software applications with the ability to learn new technologies quickly.
- Strong ability to build relationships and engage with clients effectively.
- Self-driven with a proactive approach to achieving individual and team goals.
- Prior experience in SaaS sales is mandatory.
Other Details:
- Shift: 9.30 am - 6.30 pm (My change in the future)
- Working days: 6 days a week during probation and 5 days a week for confirmed employees.
- Salary: 3.00 LPA to 3.60 LPA
- Experience: Min 1 year in SAAS sales
- Location: Hyderabad, Hi-Tech City
- Education: MBA in Sales & Marketing or Equivalent
- Languages: English & Hindi - advanced spoken and written. Telugu will be added advantage.
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