Customer Support Executive


Posted by Tanvi Manjrekar
0.6 - 5 yrs
₹1L - ₹2.5L / yr
Full time
Customer Support
Voice processing
  •  Handle Inbound & Outbound customer calls
  •  Acknowledge and resolve customer queries and promptly provide solution to the
  • query
  •  Keeping records of customer interactions, transactions, comments and complaints
  •  Establish and improve cooperation with new/existing customers
  •  Coordinate with all the department for smooth redressal of customer complaints.
  •  Maintaining a positive, empathetic and professional attitude towards customers.
  •  Excellent interpersonal and oral communication skills
  •  Computer knowledge (WORD & EXCEL)
  •  Experience in customer handling
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100-500 employees
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Results/ OKR:

  • Net Promoter Score (NPS) 
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We encourage interested aspirants to refer to our:







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Job Description

Company Background

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Supporting clients with their requests in relation to their Freespace products and solutions, carry out training sessions on products and analytics dashboard along with return to work solutions.


The Role

  • Training clients on products, services, applications, maintenance & analytics dashboard
  • Understand client requirements/issues & presents solutions as necessary
  • To action ticket requests within Service Level Agreement & clearly articulate updates to clients
  • Always looking at ways to improve internal systems and processes
  • Prepare client quotes for additional services or products & issue invoices
  • Review information and act upon findings
  • To be involved in technical discussions in relation to Routers, Access Points, Wifi & Internet connectivity issues
  • Interpret and manipulate data
  • Prepare documentation to share with clients following site visit
  • Facilitate client meetings, sharing information and training
  • To understand the functionality of all the Freespace products to support client with their needs
  • Carry out any reasonable ad-hoc requests


Working Hours

2: 30AM to 10:30AM IST – Monday to Friday

On call support (only for critical issues) – Alternate weekend


The Person

  • Positive can-do attitude, good manner with initiative
  • Technical understanding in relation PCs, Networking, Displays, Wireless
  • Customer focused & excellent communication skills are essential
  • Ability to make decisions, compile reports based on data analytics
  • Able to work fast and solve problems under pressure at times of high workload and competing priorities
  • Remain focused, composed, optimistic and flexible in difficult situations; resilient and bounces back from failures or disappointments
  • Focuses on results and desired outcomes and how best to achieve them
  • Comfortable working with ambiguity & to question to gain full understanding
  • Displays an ongoing commitment to learning and self-improvement
  • A willing and helpful person who thrives on providing support for the team to achieve their goals



  • Basic knowledge of PCs, Networking, Displays, Wireless
  • Validating analytics data
  • Discretion with confidential client information
  • 3+ years customer service experience within a technical industry
  • To have an interest in the build environment or architecture
  • A Financial background is desirable
  • Proficient in Microsoft Excel & Word is essential
  • Excellent communication skills – presentation, written and verbal
  • Ability to prioritise workload and problem solve
  • Good research skills and attention to detail


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Job posted by
Roshani Gami

Customer Success executive


Founded 2016  •  Product  •  20-100 employees  •  Raised funding
Customer Support
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Customer Retention
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We at are looking for a technically savvy Customer Success executive who possesses a strong drive for results.

Duties for the Customer Success Executive will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. You should be able to contribute to creating and maintaining good customer relationships and ensuring smooth onboarding.

Job Role:
Develop and manage client portfolios.
Sustain business growth and profitability by maximizing value.
Analyse customer data to improve customer experience.
Hold product demonstrations for customers.
Improve onboarding processes.
Mediate between clients and the organization.
Handle and resolve customer requests and complaints.
Minimize customer churn.
Aid in product design and product development.
Operate as the lead point of contact for all matters specific to our customers
Support and coordinate with the tech team to ensure seamless delivery to clients

What you’ll do:

Own the product knowledge base
Map customer journey and identify improvements at every stage
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
Develop a trusted advisor relationship with key customer stakeholders
Be the product champion, interpret customer insights to drive change in product and act as a voice of the customer to the Product team
Manage the Customer Success strategy for tracking and reporting on client health and reducing Customer Churn
Create and perform Monthly/Quarterly Business Reviews for ensuring customer retention and expansion - effectively delivering results to key stakeholders
Raise open issues with cross-functional teams and take ownership of resolving the issues in a timely manner
Constantly work towards providing innovative strategies for delivering customer delight
Engage with clients to understand the nuances of their work processes and the resulting needs and pain points.


Tools and Skills Required

Must Have:

Highly organized and able to multi-task.

Communication skills
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Experience in SAAS based product, CRM or ERP.
Knowledge of customer success processes.
Experience in document creation.
Patient and active listener.
Passion for service.

Have high proficiency in Microsoft Office (Excel, Word, PowerPoint)


Good to Have:
You should be passionate about engaging customers and expanding their use cases through our product
You have strong problem-solving skills and are great at finding creative solutions and workarounds when needed
You have good data analysis and data-driven decision-making skills
Strong project management skills

3+ years proven track record in an enterprise account management role (Customer Success, Relationship Manager, etc.)

Strong Technical Background.

What’s attractive about us?
We offer a suite of memberships and subscriptions to spice up your lifestyle. We believe in practicing an ultimate work life balance and satisfaction. Working hard doesn’t mean clocking in extra hours, it means having a zeal to contribute the best of your talents. Our people culture helps us inculcate measures and benefits which help you feel confident and happy each day. Whether you’d like to skill up, go off the grid, attend your favourite events or be an epitome of fitness. We have you covered round and about.

  • Health Memberships 
  • Sports Subscriptions 
  • Entertainment Subscriptions 
  • Key Conferences and Event Passes
  • Learning Stipend 
  • Team Lunches and Parties 
  • Travel Reimbursements 
  • ESOPs 

That’s what we think would bloom up your personal life, as a gesture for helping us with your talents.
Join us to be a part of our Exciting journey to Build one Digital Identity Platform!!!

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Job posted by
Gunjan G
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