We are looking for a diligent, driven, passionate person for our efforts on engagement and
retention of our schools in a high growth environment. The Director of Customer Engagement
will be responsible for happiness and engagement of schools using the company's app.
The north star metrics for this role are logo and revenue retention.
Your responsibilities will include:
1. CSM Platform (Totango)
• Develop a deep understanding of Totango and build internal training modules
• Own the implementation, updation and maintenance of Totango
• Drive the adoption of Totango and train the School Success team on the same
2. Drive engagement of schools on the company's app
• Map out a school’s journey with the company's app and build, implement and constantly improve
upon engagement playbooks for these stages
• Develop % implement framework for School Success Managers to engage with their
schools
• Work with the content & design teams to generate resources for schools
• Identify at-risk schools and build playbooks to keep them engaged
• Identify mid- to highly engaged schools and build playbooks to increase their
engagement
• Conduct NPS/ surveys/ CSATS and analyse scores to identify gaps
• Build and implement playbooks for the adoption of new features
Is this someone that looks like you?
• Experience working with a CSM (Totango/ Smartkarrot/ Freshworks/ Planhat) is a big plus
• Strong operational experience and ability to build scalable, repeatable processes
• We deeply value building the right culture at the company, and these are a few things that we look
for in each hire - Coach-ability, Curiosity, Ownership, Hustle and Humility
• Excellent written and oral communication skills
• Location: Bangalore, India (until office resumes it’s remote)
Excited about the role?
Here are some more benefits:
1. Exposure to diverse learning opportunities
• Work across different projects & teams to develop skills outside of your core expertise
• Access to a small budget towards learning (e.g. books, online courses, substacks)
2. Industry best leave policy
We trust you fully on your commitment to our mission and your judgement on planning
your time and taking leaves:
• No cap on the number of sick or casual leaves
• Special paid leaves for childbirth, wedding etc.
• And if in any circumstance you feel burnt out - there is a little something for this too!
3. Flexible working hours
• Block “no-meeting hours” to enable uninterrupted focused work
• Saturdays are flexible non-working days - dedicate these as you like
4. No bell curve performance evaluations
5. And yes, a super fun and smart group of folks to collaborate and grow with.
About A global EdTech company
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Vitals
- Salary: Rs 8 lpa to Rs 13 lpa
- The actual amount will depend on (i) skill (as demonstrated in the assessment, assignment and interview), and (ii) experience
- 100% cash
- No ESOPs to begin with. ESOPs may be offered after 1 year, based on performance
- Location: Our office in Sanjaynagar, Bangalore.
When is this Role a good fit for you?
- You like interacting with prospects and customers
- You are familiar with B2B SaaS tools, and are convinced that they help people get more efficient at their jobs
- You like to sell, and want to sell by delighting the customer with a great product experience
Day-To-Day Responsibilities
- You handle Equip's live chat. Users may be: (i) recruiters looking to use us, asking us questions and requesting demos; and (ii) recruiters who are already using us, with doubts about the product
- If a prospect requests an online demo, you schedule one and give them a ~20 min demo of the product
- You help the marketing team gain insights into user acquisition and which channels seem to be working
- Via your user interactions, you inform the product team on how the product needs to improve
Important
Being available on live chat is extremely critical to our business. We have customers from around the globe and we respond in minutes. The more readily we are available on live chat, the better we can serve our customers. (If you sent Swiggy a chat message and they took 6 hours to reply, would you be OK with it?)
So, this role will require a high degree of availability on chat: early morning, late night, weekends, etc. Apply for this role only if you are not looking for a 10-7 type job. You won't be the only person on chat, and if you aren't available, someone else from the team will reply. But, bear in mind that we are hiring for this role specifically because we want one dedicated person for chat.
Skills
Required
- Excellent English Communication (oral/written)
- Attention to Detail
- Customer Empathy (we win if the user wins)
Good-to-have
- Prior Customer-facing Experience with a B2B SaaS product
- CRM tools like Hubspot
- Marketing Experience with Google Ads, LinkedIn Posts, etc
Hiring Process
You can find the process detailed here: https://whimsical.com/customer-success-JiwzonArsegy6MbGXqhrB5
Customer Care Executive
Location: Jaipur.
Job Type: Full-Time
Experience Level: Entry Level (Freshers)
Responsibilities:
- Provide exceptional customer support via phone, email, or chat.
- Assist customers with inquiries, product information, and issue resolution.
- Maintain accurate and detailed customer records.
- Ensure customer satisfaction through effective communication and problem-solving.
- Adhere to company policies and procedures.
Qualifications:
- High school diploma or equivalent.
- Strong communication skills (written and verbal).
- Excellent interpersonal skills.
- Willingness to learn and adapt in a fast-paced environment.
Benefits:
- 14 Days Accomondataion.
- Gathering information and documentation from clients
- Helping clients fill out immigration application forms
- Drafting submission letters
- Reviewing all documents to ensure they are accurate and meet government requirements
- Ensuring that deadlines are met
- Tracking the status of each application and keeping clients updated
Job Responsibilities:
- Having a proactive customer support approach
- Testing product features as assigned
- Build & strengthen customer relationships
- Lead scoring and qualification
- Manage incoming chats, emails and handle appropriate follow-up calls and emails
- Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
- Demonstrate the value of the platform to our customers every day by providing amazing customer support
- Maintain existing customer success metrics and data as directed
Job Requirements:
- Excellence at Googling stuff and spoken English
- Ability to meet deadlines and decent depth of thought process
- Capable of operating without much supervision while still producing results
- Not being camera shy and great presentation skills
- Motivation to pursue customer success as a career
- Understanding the basics of customer support such as treating customers with respect, empathy, and understanding
- Technical understanding and ability to troubleshoot and resolve technical problems
Note: The applicant should be comfortable with both the timings, Day Shift Timings as well as the US Shift Timings.Shifts will be rotational.
Brownie Points If - You are great at video presentation and love engaging with customers through videos
ABOUT US
Zolve’s mission is simple: we want to make financial products accessible to everyone. Zolve offers the ambitious a plethora of products to simplify banking in the US, such as:
- A Bank Account you can create from anywhere in the world in under five minutes
- A high-limit Credit Card that helps build a healthy credit score
- Easy, lightning-fast, cross-border money transfers with the best rates in the market
We believe: that if space tourism is real, so is reaching for the stars.
RESPONSIBILITIES
- Responsible for driving customer excellence & bringing the customer perspective to all business decisions
- Work with cross-functional teams (business, product, design, content, marketing etc.) and wear the hat of the customer to constructively challenge the teams and to develop a customer-first mindset and implement customer focused strategies
- Own and drive the overall NPS metric for Zolve
- Consistently scan the market for best practices, best in class journeys, best in class customer delighter elements etc. and own market intelligence from a customer experience perspective
- Understand the competitive landscape and be an expert on our competition and how they are positioned
- Obtain insights into customers’ usage of current products, untapped opportunities and customer personas, through interviews, surveys, and sales data
- Collaborate with product management and marketing communications to develop product positioning and messaging that resonate with our target customer personas.
- Serve as a customer evangelist within the organization
REQUIREMENTS
- 1. Obsessed with improving customer experience 🙂
- 2. Obsessed with improving customer experience 🙂
- 3. Obsessed with improving customer experience 🙂
- 4-6 years of B2C product experience
- Preferably has worked or studied in the US
- A creative and quantitative thinker
- Significant attention to detail
- Demonstrable experience collaborating with cross-functional teams, across geographies, and taking ownership of key metrics
- Excellent presentation, written, and verbal communication skills
What you will do:
- Defining the brand voice of the company (i.e., the uniformity in selection of words, the attitude and values of the brand while addressing the target audience over different media) in line with the company vision and in collaboration with the management, marketing & branding teams
- Relaying meaningful and empirical customer insights across teams to constantly enhance the company’s customer experience
- Driving a passionate, customer-centric culture within the company; partnering cross- functionally and influencing the company’s product roadmap to positively impact customer experience
- Training and supporting customer experience team members to deliver best in class service by developing proper standards, policies and procedures
- Setting the customer experience team goals and ensuring that it is in line with Company vision
- Establishing a consistent, accurate and timely reporting framework on key individual and team metrics
- Conceptualizing and rolling out the company’s customer experience roadmap on a quarterly, bi-annual and annual horizon
- Ensuring non- recurrence of customer issues by root cause analysis and elimination of key problems/ issues in the customer life cycle
- Developing a holistic customer journey and shaping all customer touchpoints: exhibitions, digital and print communication, social media interactions, in order to drive maximize customer satisfaction across all stages of engagement
- Taking full ownership of key performance indicators relevant to particular stages of customer engagement
- Discussing and handling complex escalations by coordinating with the company’s legal counsel
- Identifying the CRM needs of the company and keep making necessary additions to the company’s prowess in terms of software and hardware
- Working with HR and Management in hiring new members for the team from time to time
- Regular competitive landscape analysis and staying ahead of the curve
- Regularly assessing, appraising and training team members and helpng in building organisational capability
What you must have:
- Education from Tier 1 B-Schools with 6 to 8 years’ experience
- Proven Experience in augmenting customer experience and ratings at a company
- Ability to work independently
- Prior experience or deep understanding of omni-channel business strategies
- Strong Understanding or keen interest in technology/ automation
- Strong interpersonal skills
- Proven experience in managing teams
- Excellent written and spoken communication skills
- Hands on experience in managing teams and getting results
- Should have worked on integrating a CRM for a company
- Strong Analytical abilities and an empirical thought process
- Ability and readiness to work and thrive in an ambiguous and constantly changing
environment - Keen interest and prior experience in building systems and processes from the ground up
- Deep understanding of business and business metrics
- Ability to stretch long hours
- Proactive approach to business problems
Candidates with prior marketing experience are preferred - Excellent problem identification and solving abilities
- Inquisitive bent of mind
- Strategic thinking and the ability to make holistic and well-grounded in reality business plans
- Should exhibit strong leadership abilities
- Should understand Web Technologies
Almost a decade old, it is a venture committed to bring together a varied range of traditional crafts and techniques of dyeing, weaving, printing and hand embroidery. The founders have dedicated their life to promote Indian Block Prints and provide employment and Hand-Embroidery training to women so that numerous underprivileged women can be empowered.
- Creating, maintaining reports and presenting it to stakeholders.
- Managing large amounts of calls and emails, and social media, if required.
- Identifying and assessing customer’s needs to achieve satisfaction.
- Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution
- Providing accurate, valid and complete information by using the right methods/ tools
- Following communication procedures, guidelines and policies
- Taking the extra mile to engage customers
- Strong customer handling skills on phone and email.
- Familiar with CRM systems and practices.
- Prior experience with Freshdesk and Magento would be a plus.
- Customer orientation and ability to adapt/ respond to different types of people.
- Excellent communication skills ( both written and verbal ).
- Ability to multitask, prioritize and manage time effectively.
- Empathy and Compassion.
- Punctuality.
- Ability to stretch long hours and work for the bigger vision of the company.
- Experience with microsoft office and G-suite (google). Basics of microsoft excel for reporting purposes is a MUST.
Responsibilities
- Understanding business requirements and processes from our customers for creating digital applications on our internal no-code tool
- Converting business processes into technology solutions, designing application flow, database design, and connections.
- Create SQL queries for report generation on the platform.
- Build visualizations and dashboards based on business KPIs.
- Create training documents and videos for our users. Support users in the digital requirements.
- Analyze and suggest product and process improvements
- Take and track all customer queries and assist them in using the platform
- Interface with the product team on feature requirements and improvements
Requirements
- At least 2+ years of experience in SQL and implementation of any enterprise platform such as an ERPs etc.
- Ability to grasp business processes and create business processes for digitization of operations.
- Tech, MCA, BCA, or graduation in any technical field.
- Good to have working experience in working on no-code digital solutions or ERPs
Hiring Process
- Aptitude test
- Technical Interview
- Culture Interview
Educational Qualification: Graduate/Post-Graduate in any discipline
Experience: 0 - 3 Years
Location: Bangalore
Shift: Day / Night
Key Responsibilities:
- Work as a part of the clients' virtual business team or individually.
- Act as the SPOC (Single Point of Contact) with clients through email, phone or chat.
- Analyze, Plan, Organize and Work/Delegate the tasks to meet deadline and quality requirements.
- Work as a part of the both internal and external clients' extended team.
- Analyze, Plan, Organize and complete the tasks to meet deadline and quality requirements.
- Conduct online research for tasks to acquire results and present them in a manner that meets the expectations of internal/external clients.
Candidate profile:
- Graduate/Post-Graduate in any discipline
- Excellent communication skills
- Strong customer service attitude
- Desire to learn new things every day
- Good with comprehension and analytical skills
- Good at using search and internet tools like Google, Wikipedia, Yahoo etc.
- Good in handling Office productivity tools such as Microsoft Office
- Willing to relocate to Bangalore
- The job location is Marathahalli and hence candidates staying near by office location or those who are willing to re-locate nearby to office location are encouraged to apply (One way cab provided within permissible limits).
- Candidates with gap of more than 2 years in their education or professional experience will not be considered for the position.
- Candidates should have all relevant education & experience related documents.