Customer Success Engineer at Purplerain Technologies INC · Remote only · 1 - 2 years · ₹3L - ₹4L / yr · Bootstrapped · Remote only · Posted 19 May 2022
The role is about 70% support (aka reactive > keeping the customer happy) and 30% success (aka pro-active > helping the customer get success with LimeCall to stick and love us).
On the SUPPORT side, you’ll be doing things like… (80% of your day)
- Helping customers and potential customers on LIVE Chat (we use Intercom)
- Figuring out the “problem” the customer is having with our software. ("My text didn’t get sent, what happened?")
- Manage customer success pipeline (we use Hubspot)
- Relaying bugs to our development team to get taken care of (we use Jira)
- Creating user stories around customers wants, needs, issues (Asana)
- Using Stripe to process payments, refunds, and all things billing
- Create systems for tracking bugs, feature requests, and better ways to improve our support process and channel
- Create, edit, and continuously update our knowledge-base so our customers don’t have to bother you on how to do the simple things.
- Create videos and animated gif's that show people how to DO things (people love walk-throughs)
On the SUCCESS side, here are some things that you’ll be doing… (30% of your day)
- Host group & 1-on-1 demo’s, webinars, and training with leads and customers weekly and monthly
- Create surveys and google forms to gain feedback from current customers
- Reach out to “likely to churn” customers to help them get value from Salesmsg
- Engage with canceling customers and design a system for tracking for later followup.
- Speak with customers on the phone, text message, live chat, email, and other channels to help them with whatever questions they have.
- Onboard new customers
Shubham Vishwakarma
Full Stack Developer - Averlon
About Purplerain Technologies INC
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Location: Sector 48, Gurugram
Working Days: Monday to Friday (5 Days)
Working Hours: 9:00 AM – 5:00 PM
Experience: 0–1 Year (Freshers are welcome to apply)
Role Summary
We are looking for a Junior Customer Success Executive to join our growing team. This is an excellent opportunity for fresh graduates and candidates with up to 1 year of experience who are passionate about customer interaction and eager to build a career in the SaaS industry. You will support customers with onboarding, resolve their queries, and ensure they have a great experience using our platform.
Key Responsibilities
Respond to customer queries via email, WhatsApp, phone calls, and support tickets.
Assist customers with product onboarding and provide basic product demonstrations.
Coordinate with internal teams to resolve customer issues.
Follow up with customers to ensure timely issue resolution and satisfaction.
Collect customer feedback and share insights to improve the customer experience.
Maintain accurate records of customer interactions in CRM or support tools.
Requirements
Bachelor's degree in any discipline.
0–1 year of experience in Customer Support, Customer Success, Sales, or a customer-facing role.
Freshers are welcome to apply.
Internship experience in Customer Support, Customer Success, Sales, or a customer-facing role will be an added advantage.
Good verbal and written communication skills in English.
Comfortable communicating with customers via calls, email, WhatsApp, and chat.
Basic knowledge of MS Office or Google Workspace.
Positive attitude, willingness to learn, and strong problem-solving skills.
What We Offer
Training and mentorship from experienced professionals.
Opportunity to work in a fast-growing SaaS startup.
Performance-based incentives.
Career growth opportunities.
A collaborative and supportive work environment.
About the Role:
We are looking for a Customer Success Executive to manage day-to-day customer support, relationship management, and retention for our growing D2C wellness business. The ideal candidate should have strong communication skills and a genuine sense of empathy, while ensuring every customer has a smooth, satisfying experience with our brand.
Key Responsibilities:
1. Manage day-to-day customer interactions across email, chat, and calls.
2. Respond to customer queries and concerns accurately and promptly.
3. Maintain and update customer records and interaction history on our CRM.
4. Track customer satisfaction and health metrics; flag at-risk or unhappy customers proactively.
5. Handle escalations and difficult conversations with empathy and sound judgment.
6. Educate customers on product usage, ingredients, and routines to improve outcomes and encourage repeat purchases.
7. Coordinate with the operations/logistics team on order issues, returns, and delivery concerns.
8. Collect and organize customer feedback and share actionable insights with the product and marketing teams.
9. Maintain and improve FAQs, help documentation, and response templates.
10. Monitor reviews and ratings across marketplaces (Amazon, Flipkart, website, social media, etc.) and respond where required.
Other requirements:
- Experience in customer support, customer success, or a related role (Not Mandatory but is an added advantage).
- Excellent verbal and written communication skills.
- Hands-on experience with CRM or helpdesk tools.
- Working knowledge of MS Excel or Google Sheets.
- Close attention to detail and accuracy in maintaining customer records.
- Ability to work independently and manage multiple conversations.
- Experience in a D2C, e-commerce, or wellness/health company is an added advantage.
- High level of empathy and patience.
- Strong ownership and accountability.
- Organized and detail-oriented approach.
- Willingness to learn and grow in a fast-paced startup environment.
Annual CTC: ₹ 2,50,000 / year.
Work-in-office role - Near Kudlu Gate Metro Station.
Job Title: Customer Success Associate
Work Mode: Work From Office
Location: Gurugram, Haryana
Key Details
Shift: Rotational (Male & Female)
Salary: Up to ₹34,000 CTC
Qualification: Graduate / Undergraduate
Experience: Minimum 6 months of BPO Voice or Chat experience (BFSI or Customer Support experience preferred)
Required Skills:
- Excellent spoken and written English communication.
- No Mother Tongue Influence (MTI) or Regional Tongue Influence (RTI).
- Clear pronunciation and strong grammatical skills.
- For Chat Process: Typing speed of approximately 35 WPM with 95% accuracy.
- Ability to handle multiple chats efficiently.
- Strong customer handling and problem-solving abilities.
Roles and Responsibilities:
- Handle international customer queries through voice and chat channels.
- Provide accurate and complete information to customers.
- Resolve customer issues with end-to-end ownership.
- Maintain detailed records of customer interactions in CRM systems.
- Adhere to international quality, compliance, and data security standards.
- Ensure high levels of customer satisfaction and service excellence.
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Full Stack Developer - Averlon