Content Writer

Key Responsibilities:

• Handle escalated voice calls transferred by L1 agents or supervisors.
• Provide expert-level support for complex issues and ensure timely resolution.
• Maintain ownership of tickets through resolution, keeping customers informed throughout the process.
• Coordinate with internal teams (Product, Engineering, QA, etc.) to resolve technical issues.
• Identify patterns in escalations and suggest process/product improvements.
• Document solutions, create knowledge base articles, and provide feedback to the L1 team to reduce future escalations.
• Meet or exceed defined KPIs such as First Call Resolution (FCR), CSAT, and Average Handling Time (AHT).
• Ensure adherence to SLAs and internal escalation protocols.
• Act as a mentor and point of contact for L1 agents when guidance is needed.

Requirements:

• 2–4 years of experience in customer support, with at least 1 year in L2 or escalations (voice process).
• Strong verbal communication skills with fluency in [English/Other relevant language].
• Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).
• Ability to handle high-pressure situations and demanding customers with empathy and professionalism.
• Technical troubleshooting experience preferred (based on industry – SaaS, Telecom, FinTech, etc.).
• Willingness to work in rotational shifts or weekends, if required.
• Bachelor's degree or equivalent preferred.

The Smart Fellowship is an offline workplace simulation that scouts, assesses and trains smart talent on behalf of 100+ companies. Our focus is on finding talent who, along with their technical skills, also can apply in-demand workplace skills like critical thinking, creative problem solving, emotional intelligence, and GenAI tools.

Our Client has appointed us to identify and hire a Customer Success Specialist

Short description of company: This is a freemium learning platform that provides top 1% curated content, certified micro-skill courses, paid learning opportunities, placement support, and flexible learning options through WhatsApp.

Company’s Vision: To make learning accessible, affordable, and engaging for millions globally by transforming scattered internet content into goal-driven, AI-powered courses. Empowering learners to achieve career outcomes through cutting-edge, AI-driven education.

Meet your Manager: Our founders bring deep expertise in product development and ed-tech innovation. One is a TEDx speaker passionate about disrupting traditional learning, while the other focuses on scalable AI solutions, driving our mission to build an AI-first company that empowers learners to achieve meaningful career outcomes.

Location: WFO (Mumbai, Maharashtra)

Salary Range: INR 4 LPA to 6 LPA

The best part about this role: 

• You’ll take ownership of the entire learner journey, making a tangible impact on student outcomes. 
• As the voice of the brand, you’ll build meaningful relationships with learners and drive customer satisfaction, all while being part of a mission-driven team recognized as a Top 20 AI Startup by Google.
• If you’re selected, the company will also fully sponsor your participation in The Smart Fellowship - a 40-hour, simulation-based training that’s helped 50,000+ professionals build essential skills for career success - like creative problem-solving, workplace communication, critical thinking, and using GenAI tools at work.

You will be responsible for these Key Responsibility Areas (KRAs):

• Learner Journey Management: Own the entire user lifecycle, from onboarding to ongoing support, ensuring a seamless and rewarding learning experience that prioritizes seriousness and intent.
• Personalized Communication: Act as the voice of the company, engaging with learners through calls, chats, and emails, addressing their needs with empathy, clarity, and problem-solving skills.
• Performance Excellence: Meet and exceed key metrics, including user satisfaction, response times, and resolution rates, consistently raising the bar for service quality.
• Relationship Building: Go beyond basic support to build deep, meaningful relationships with learners, fostering long-term loyalty and brand advocacy.
• Career Success Support: Assist learners in achieving their career goals through personalized guidance, insights, and proactive support, becoming a trusted advisor in their professional journey.

Your Key Performance Indicators (KPIs):

• Learner satisfaction and retention rates.
• Response time and resolution rates for learner queries.
• NPS (Net Promoter Score) and positive learner feedback.
• Recommendation rates and repeat engagement metrics.

Who We’re Looking For:

• 1-2 years of experience in customer success, or a similar customer-facing role.
• Strong communication and interpersonal skills, with the ability to handle high-intent conversations.
• Proficiency in MS Excel and CRM tools.
• Detail-oriented mindset with a passion for helping others succeed and a proactive approach to problem-solving.
• A serious, solution-focused attitude with a commitment to delivering outstanding user experiences.

Overview:

The Senior Operations Executive plays a pivotal role in overseeing the daily operations of the organization. He/she is responsible for ensuring smooth functioning across various departments, optimizing processes, and implementing strategies to enhance efficiency and productivity. This position will report directly to the Operations Manager and collaborate with department heads to achieve organizational goals. 

Key Responsibilities: 

Strategic Planning:  

• Develop and implement operational strategies aligned with the organization's objectives.  
• Identify opportunities for process improvement and cost optimization. 

Process Optimization:  

• Analyse existing operational processes and identify opportunities for improvement. 
• Develop and implement strategies to streamline workflows and enhance efficiency. 
• Establish and maintain standard operating procedures (SOPs) 

Cross-Functional Collaboration:  

• Collaborate with various departments to understand their support needs. 
• Address any operational issues that may arise and work towards resolution. 

Technology Integration: 

• Identify and evaluate new technologies or tools that can improve operational processes. 
• Oversee the implementation of new systems and ensure proper training for the team. 

Budget Management:  

• Assist in the development and management of the operations support budget. 
• Monitor expenditures and implement cost-saving measures where possible. 

Managing Operational teams:  

• Managing functional teams like technical operations, Legal, Business operations, etc, and reviewing daily/monthly planning and goals. 

Vendor Management:  

• Identify and evaluate potential vendors for operational support services. 
• Negotiate contracts and agreements to ensure favourable terms for the organization. 
• Collaborate with vendors to resolve issues and improve service delivery. 

Qualifications: 

• Must have:
• Engineering (Software/IT/Computer) +2 years of work experience + MBA (Operations/ Business Management) +3 years of experience 
• Certification in project management or operations management (e.g., PMP, Six Sigma). 
• Proficiency in MS Tools, JIRA, Atlassian, Confluence, MIRO (or any similar tool) 
• Proven experience in operations management or a similar role. 
• Strong leadership and team management skills. 
• Excellent analytical and problem-solving abilities. 
• Proficiency in project management tools and software. 
• Sound knowledge of industry regulations and compliance standards. 

Additional Requirements: 

• Flexibility to adapt to changing priorities and work in a fast-paced environment. 
• Ability to make sound decisions under pressure. 
• Commitment to maintaining confidentiality and integrity. 
• Willingness to travel occasionally as and when required. 

Benefits and perks: 

• Progressive leave policy for effective work-life balance. 
• Training and Certification budget for your professional growth and development. 
• Company-sponsored workcation once a year. 
• Multicultural peer groups and supportive workplace policies. 
• Celebrate monthly team events and fun-filled outings. 

Catalyst IQ is hiring for one of the leading Fintech companies in India.

About company: We are India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments,commerce, banking, investments, and financial services. Its investors include Softbank, AntFinancial, AGH Holdings, Elevation Capital, Berkshire Hathaway, T Rowe Price, and Discovery Capital.

About the team: Central Design Team

Our Central Design team is responsible for all the Product Design and Research work related to various products. The team mainly looks at the design of the our consumer app and the products in the Merchant Ecosystem comprising of the EDC and POS Devices, the Golden Gate app (the FSE ecosystem), the Unified Merchants Portal (UMP), Net Banking Panel, different deltas and various products are aligned with each of the Deltas.

About the role:

As a product designer, you will be in a fast paced environment, and your day-to-day tasks will consist of engaging with product managers and other stakeholders, to understand the requirements and creating well designed flows, high and low fidelity prototypes,and visual interfaces for a good user experience. You will use your knowledge of design, expertise and skills to design products for these specific responsibilities assigned to you.

Expectations/Requirements:

· Work closely with cross-functional teams to gather and understand business and feature requirements.

· Translate requirements from the PRDs into concepts into wireframes and mock-ups that lead to intuitive user experiences.

· Design and deliver wireframes, user stories, user journeys, and mock-ups optimised for a wide range of devices and interfaces.

· Request and drive user research/usability tests as needed. Collaborate with all stakeholders on high fidelity interactive prototypes, design validation and improvement.

· Work with development team to ensure high quality designs are fully actualised.

· Participate as a contributor to an interdisciplinary team that includes other designers, project management, business and software developers.

· Staying up to date with the latest trends in product design.

· Work collaboratively with other designers to ensure a consistent, integrated brand perception and user-experience.

Superpowers/ Skills that will help you succeed in this role

· A degree in design, or equivalent experience in Design. Minimum 8+Yrs of Industry experince.

· Professional experience in User Experiences on web and mobile applications.

· Have worked in a product company ecosystem.

· Deep understanding of design processes and research methodologies.

· Well organized, responsible and dedicated, with the ability to work on multiple projects and deliver refined design in a short time.

· Proficient with the tools in Design and Prototyping (Figma / Sketch).

· Fast learner and extremely self-motivated to lead. Ability to handle multiple projects in an agile, fast and dynamic environment.

Why join us?

· A collaborative output driven program that brings cohesiveness across businesses through technology

· Improve the average revenue per use by increasing the cross-sell opportunities

· A solid 360 feedback from your peer teams on your support of their goals

· Respect, that is earned, not demanded from your peers and manager.

Compensation:

If you are the right fit, we believe in creating wealth for you. With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!

Instructional Designer (Full time, Permanent WFH, Flexible Timing)

What you will do at Xclaymation:

• Should showcase core competencies in LMS, SCORM and other authoring tools and actively apply them on a day-to-day basis.
• Be on the lookout regularly on how to give the best makeovers to drab information that captivates people and holds them in place for a few seconds more.
• Develop e2e LMS modules from conceptualization to support.
• Attend regular meetings with our clients and understand their needs and specifications to better cater the modules to them.
• Be part of a team that doesn’t believe in managers and hierarchies, but in collaborative functioning and reap the benefits of flex hours.

Skills we are looking for -

• Content developer
• eLearning developer
• Training and development associate
• Articulate Storyline

- Writing clear, maintainable and testable code.

- Experience with Git

- Experience in Cross-platform mobile app development using Flutter. Prior experience developing with Flutter is a plus.

- Experience developing with Dart, whether with Flutter and/or for the web, is required.

- Additionally, deep experience contributing to and managing high-scale production mobile apps is desired.

- Expertise in Android development is preferred.

- Minimum of 2-3 years full-time mobile development experience (Android or iOS or cross-platform).

- Strong system design and architecture skills - specifically for android.

- Curiosity to tinker around, explore new paradigms and strong zest for continuous improvement.

- E2E App development and/or experience of developing SDKs is good to have.

- Experience launching and managing Production mobile apps.

- Experience authoring, testing, and deploying code mission-critical applications.

- Debugging mobile apps using simulators and related tooling.

- Developing and releasing complex, data-driven map based apps using Native as the primary application framework.

- Persisting data for offline-first apps using flutter Developing reusable UI Components or libraries.

- Networking and integrating third-party APIs using Flutter.

- Experience developing integrations with common APIs (e.g., Firebase, Twitter, Instagram, Stripe, Youtube, Google etc.)

- Knowledge of Data Structure and Algorithms.

- Knowledge of OOPs principles.

- Working understanding of Relational NoSQL Databases

- Mindset to take up project individually.

- Experience working in an agile development process.

1.       Strong knowledge in Front end scripting like EJS, JavaScript, Jquery

2.       Proficiency with fundamental front-end languages such as HTML, CSS.

3.       Familiarity with JavaScript frameworks such as Angular JS, React, and Amber.

4.       Proficiency with server-side languages such as Python / Ruby / Java / PHP/ .Net

5.       Good Understand with database technology such as MySQL, Oracle, and MongoDB.

• Full-stack developer with extensive knowledge of software development and agile methodologies, building native applications using JavaScript, and a portfolio of apps already published in-app store or self-hosted.
• Minimum 2-3 years experience working on Flutter projects/products.
• Good to have Healthcare domain experience.
• Ability to clearly understand requirements and translate them to software.
• Review business requirements, identify gaps, and assist in authoring functional design documents.
• Analytical mind with problem-solving aptitude.
• Proactive and self-starter requiring minimal supervision, who can collaborate with multiple stakeholders in the company.
• Good to have or awareness of Artificial Intelligence and Machine Learning algorithms and Python framework.
• Proficiency in relational databases like SQL Server and Oracle.
• Knowledge of cloud technologies (AWS, Azure, Google cloud), container, and virtualization will be a big plus.
• Familiarity with Continuous integration (Jenkins/Hudson), automated testing, and version control (GitHub, SVN).
• Knowledge of 3 rd party libraries and APIs, modern frameworks and design patterns, and test automation tools for Unit and Performance testing.
• Awareness of secure coding practices and standards. Page 2 of 3 Above all, you should love to build and ship products that real people use every day!

Roles and responsibilities:

• An ideal candidate will exhibit the following traits:
• Adapt and work on distributed technology stacks.
• Work with BAs to define or elaborate business software requirements.
• Design and build responsive and usable interface (UI/UX) for mobile applications through appealing, visual design.
• Take ownership of product features and work closely with stakeholders to ideate and rapidly release minimum viable product or mobile app solutions across healthcare products.
• Extensive experience with SDLC phases including Agile methodologies.
• Assist in designing client-side and server-side architecture.
• Perform code reviews, validation, and verification testing.
• Knows the use of version control software (GIT).
• Document technical design and unit test plans.
• Must have experience in working with multiple & small teams.
• Evaluate security and regulatory requirements.
• Proactively communicate in providing status reports and report blockers.
• Debug code, solve incidents and defects.
• Develop well-managed, high-quality, scalable, and reusable code.
• Should have excellent English (both verbal and written) skills.
• Should have excellent interaction and client communication skills.
• Solve technical challenges and take pride in their solutions and code.

Advantageous

• Java/Swift experience
• Understanding of Android Keyboard API
• Experience with optimizing applications for better performance and response