
GaragePlug, a SaaS Startup based out of Banglore, is an After-Sales Automotive Workshop Management Platform founded in 2017 by Automobile Industry experts. GaragePlug is presently trusted by hundreds of brands across 25+ countries and continues to expand across the world! We are now ready to take a long jump in 2022. To make this happen, We're looking for dynamic Customer Success/Support people to assist in various stages of the customer life cycle such as Onboarding, User Training, Support, Adoption, etc.
What Makes You The Right Fit :
- Engineering Degree
- 0-2 years experience in customer support or success roles.
- Ability to communicate with customers by email, chat, and phone.
- Excellent interpersonal, verbal, and written communication skills with the ability to take initiative and build strong relationships.
- Customer-focused attitude.
- Willingness to work in a Startup.
Your Primary Responsibilities :
- You will be the first point of contact for customers via email & chat primarily, over the phone if it is required.
- Onboard new customers and help them digitalise their workflows in our software.
- Conducting training sessions for Users to ensure the right understanding of the Product.
- Keeping a track of the Product adoption.
- Maintain a profitable relationship with the clients.
- Play a key role in sharing the voice of users with the rest of the team.
- Work with the product team to resolve issues, bugs, and feature requests reported by customers and to ensure that they are delivered and conveyed to customers.
- Work closely with the Quality Assurance team.
- Identify and report bugs & customer requests using JIRA.
-
Owner of the Self-Help knowledgebase of GaragePlug.
Performance Parameters
-
Renewals
- Upsell, Revenue generation
- Prevention of Churn
- Maintain NPS Score
- Support Response Time
Perks for you
- Work in fast globally growing Start Up
- Work with industry experts
- Opportunity for international travel
Location : Bangalore/Remote
Apply through this link
https://garageplug.freshteam.com/jobs/meTfdnSowtqy/customer-success-support" target="_blank">https://garageplug.freshteam.com/jobs/meTfdnSowtqy/customer-success-support

About GaragePlug
About
GaragePlug is a transportation cloud-based platform that assists service organizations in increasing their operational efficiency and creating a memorable customer experience that will win a client for life. Specifically, GaragePlug helps these organizations win customers for life by providing them with an unforgettable experience.
It was established in 2017 by seasoned professionals in the automotive business, and it is now being supported and extended by hundreds of industry experts. Its one-of-a-kind digital customer engagement and operations management system was developed with careful consideration given to all of the potential obstacles that a company that provides automotive service may face. Currently relied on by hundreds of enterprises across more than 12 countries, GaragePlug is rapidly growing internationally!
Candid answers by the company
GaragePlug is an automotive cloud platform that helps service businesses achieve operational efficiency and enhance customer experience. The platform provides end-to-end digital solutions for auto repair workshops and detailing centers.
Connect with the team
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Key Responsibilities
- Lead end-to-end project delivery, from initiation to closure, ensuring alignment with business goals.
- Gather, analyze, and document business requirements and translate them into clear user stories and functional specifications.
- Manage project plans, timelines, risks, and deliverables using Agile, Waterfall, or hybrid methodologies.
- Facilitate stakeholder meetings, workshops, sprint planning, and retrospectives.
- Collaborate with cross-functional teams including developers, testers, and business stakeholders.
- Conduct user acceptance testing (UAT) and ensure solutions meet business expectations.
- Coordinate and support testing activities, including functional, integration, and compliance-related testing.
- Maintain comprehensive documentation including business process models, user guides, and project reports.
- Monitor project progress and provide regular updates to stakeholders.
Required Skills & Experience
- Minimum 5 years of experience in a combined Business Analyst and Project Manager role.
- Strong understanding of SDLC, Agile, Waterfall, and hybrid project delivery frameworks.
- Proficiency in tools such as Jira, Azure DevOps, Microsoft Power Platform, Visio, PowerPoint, and Word.
- Experience with UML modeling (Use Case, Sequence, Activity, and Class diagrams).
- Hands-on experience in testing, including ISO standards–related projects and other compliance or regulatory-driven initiatives.
- Strong analytical, problem-solving, and conceptual thinking skills.
- Excellent communication and stakeholder management abilities.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Familiarity with UX principles and customer journey mapping concepts.
Preferred Qualifications
- Bachelor’s degree in Business, Information Systems, Computer Science, or a related field.
- Experience working with remote and cross-functional teams.
- Exposure to data-driven decision-making and digital product development.
- Prior involvement in quality assurance, audit preparation, or ISO certification support projects is an added advantage.
Note
This is an immediate requirement. The position will be initially offered as a contract role and is expected to be converted to a permanent position based on performance and business requirements.
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