Operations executive

Job Description:

We are hiring a passionate, independent, and ambitious Support professional with good communication skills and confidence. Who can ensure his/her monthly targets by achieving daily and weekly activity milestones. The support professional should be a good listener and able to handle the customer’s queries smartly. He should be open to learn and unlearn based on the situational demand.

The candidate should be able to help the client mostly through calls, emails, and chats. He should be able to understand the market scenarios and should give analytical feedback to his/ her reporting manager.

Key Responsibility Area:

• Build expert and dynamic knowledge of company products and services.
• Ensure high FCR% for Chat & Calls.
• Good written skill so that tickets can be handled properly.
• Respond quickly, professionally, and accurately to all customer inquiries regarding quotes, orders, status requests, complaints, product returns, and warranties.
• Meet daily personal/team qualitative and quantitative targets by recommending and explaining the benefits of additional company services, and seizing opportunities to sell products and services whenever possible.

Requirements:

• 1-2 Yrs of support experience in software/IT/Internet support.    
• Should have excellent communication and negotiation skills.    
• Should have time management and planning skills.    
• Should have good negotiation & customer prospecting skills.

​Benefits:

• Device Reimbursements

We are seeking an experienced, proactive Customer Success Associate to join our team and help nurture and grow relationships with our valued customers. You will be responsible for ensuring customer satisfaction, driving product adoption, and minimizing churn for our SaaS product. If you are passionate about delivering excellent customer service and have experience in managing customer success, we’d love to hear from you!

Responsibilities:

• Act as the main point of contact for our customers, helping them navigate our SaaS product
• Manage customer onboarding, ensuring smooth implementation and product adoption.
• Monitor customer health metrics and provide proactive outreach to prevent churn.
• Develop and maintain strong relationships with customers, understanding their goals, and aligning them with our product offerings.
• Respond to customer inquiries via email, Slack, or phone in a timely and professional manner.
• Collaborate with internal teams (sales, support, product) to resolve customer issues and improve the overall experience.
• Create and deliver product training sessions to customers, ensuring they maximize value from our platform.

Requirements:

• Proven experience in Customer Success or similar role in the SaaS industry.
• Experience in direct customer interactions.
• Excellent communication and relationship-building skills.
• Strong understanding of SaaS products
• Ability to identify customer needs and align them with product capabilities.
• Proactive mindset with problem-solving abilities and the ability to work independently.
• Experience using CRM tools (e.g., Salesforce, HubSpot) preferred.
• Have worked with direct interactions with Customer
• Strong organizational skills and attention to detail.

Preferred Qualifications:

• Experience working in a B2B SaaS environment.
• Knowledge of customer success metrics and how to manage them.

Company: MyOperator

Location: Noida Sector 2

About Us:

MyOperator is a leading provider in the customer experience space, dedicated to transforming how businesses interact with their customers. We are seeking a strategic and visionary Customer Success Team Manager to spearhead our customer success department and drive impactful, long-term relationships with our valued clients.

Role Overview:

As the Customer Success Team Manager, you will be the strategic leader responsible for overseeing the entire customer success department. Your primary goal will be to design and execute customer success strategies that align with our company's business objectives, ensuring exceptional customer satisfaction and retention. You will lead a high-performing team of customer success professionals, identify process gaps, and implement innovative solutions to enhance the customer journey.

Requirements

Key Responsibilities:

Strategic Development and Execution:

Develop and implement comprehensive customer success strategies that align with MyOperator's business goals.

Set clear customer success targets and KPIs, establish processes and policies, and monitor key metrics to drive team and customer success.

Design and roll out programs that enhance customer experience, boost revenue potential, and minimize churn.

Team Leadership and Management:

Lead, mentor, and manage a team of customer success professionals, setting performance goals and providing ongoing coaching and feedback.

Conduct performance reviews and implement development plans to ensure team effectiveness and professional growth.

Customer Satisfaction and Retention:

Drive initiatives to maximize customer satisfaction and loyalty through proactive engagement, issue resolution, and the development of customer loyalty programs.

Analyze customer feedback and data to identify trends and areas for improvement, ensuring the team effectively addresses customer needs and concerns.

Operational Excellence:

Identify and address process gaps, implementing scalable solutions to improve the customer experience and operational efficiency.

Utilize data-driven insights to track progress towards success goals and inform decision-making.

Cross-Departmental Collaboration:

Collaborate with Sales, Marketing, Product, and other departments to ensure alignment with the company’s overall strategy and enhance the customer journey.

Share customer insights and feedback to drive product improvements and refine marketing strategies.

Recruitment and Training:

Oversee the hiring process for customer success professionals, ensuring the team is equipped to meet revenue goals and customer expectations.

Develop and deliver training programs to enhance team skills and knowledge, ensuring high standards of customer support.

Requirements:

Experience: 4-9 years of experience in customer-facing roles, including customer service, technical support, or sales, with a proven track record of managing and leading teams.

Leadership: Demonstrated experience in leading teams, setting strategic goals, and driving performance metrics.

Technical Proficiency: Strong understanding of technical concepts and the ability to communicate them effectively to both team members and customers.

Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with customers, team members, and stakeholders.

Analytical Skills: Proven ability to use data to drive decisions, optimize performance, and identify areas for improvement.

Strategic Thinking: Ability to develop and implement strategies that align with company goals and enhance customer success.

Why Join Us:

At MyOperator, you’ll be at the forefront of customer success innovation, leading a dynamic team and driving meaningful change. We offer a collaborative work environment, opportunities for professional growth, and a commitment to your career development.

Apply Now:

If you’re a strategic leader with a passion for customer success and a track record of achieving results, we’d love to hear from you. Apply today to join our team and make an impact at MyOperator!

Qualification: Doesn’t matter. Skills and experience do.

Objectives of this Role

• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

Daily and Monthly Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in NPS scores to identify areas of improvement
• Work with the sales and marketing team to drill customer references and develop case studies

Requisites

• 0-3 years of experience in communications, marketing, sales, account management, or customer success
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Readiness to travel to client location as and when required
•  

Work location:

Candidates must be based out of Mumbai. Work from office @ WeWork Malad.

Salary:

We highly value talent and experience. Competitive salary or better.

People Executive || BhaiFi Networks

We are delighted to announce that we are looking for a People Executive who will help us focus on establishing and nurturing People Operations. She will be expected to implement Human Resources management skills to manage the current workforce and to perform end-to-end recruitment for minimising attrition while delivering more value to the company. 

About BhaiFi:

BhaiFi is a Gurugram based Cybersecurity startup and provides Simple & Automated Enterprise Network Security as a Service (SaaS) to Small & Medium Businesses (SMBs) in India & the US. Catering to our clients by not just promising but also delivering the right services, on time is the prime objective of our organisation and we need an excellent problem solver to help us simplify this process by empathising with the clients and bridging the gap between them and our company.

Roles and Responsibilities:

• Framing the relevant policies.
• Reviewing and making changes to the employee handbook under the guidance of the founders.
• Maintaining a good retention rate for the current employees by ensuring minimum grievances.
• Efficiently promoting jobs on various job portals.
• Administering the HRMS Tool zoho.
• Ensuring smooth Background Checks for all the new employees.
• Planning and executing training and development for the teams.
• Managing the compensation and benefits.
• End-to-end recruitment for different profiles ranging from IT, operations, customer success Marketing, etc.
• Taking exit interviews and using the feedback for making more improvements in the current team.

Qualifications and Skills:

• 2+ years of work experience as an HR Executive, HRBP or similar role.
• Familiarity with Human Resources Management Systems and Applicant Tracking Systems.
• Experience with full-cycle recruiting.
• Experience with employee engagement.
• Demonstrable leadership abilities.
• Solid communication skills.
• Graduation /post Grad in Human Resources Management or a relevant field is preferred.

Compensation and Benefits:

• Highly accessible office location.
• Stretch away the stress every morning in our meditation practice.
• We provide you with a comfortable and safe space to make new mistakes and learn from them.
• You’ll get a chance to grow with the company along with the founding team.

If you feel you understand us and can help us spread smiles in the team, we are excited to have you on board as soon as possible.

• Prior experience with one or more of the following:
  1. Enterprise technology teams
  2. Technology consulting
  3. A pre-sales or post-sales role
• Experience working on client facing engagements.
• Engineering experience with strong understanding of software engineering fundamentals and ability to pick up new technology stacks.
• Creative problem-solving skills.
• Ability to think strategically and co-create long term vision for Hasura deployments with enterprise team leads and executives.
• Very good written & spoken communication skills in English.
• For positions in the US: Willingness to travel within the US (and occasionally abroad). All expenses will be covered.

• Prior experience in a developer tools company.
• Experience working with any of the following technologies:
  1. GraphQL
  2. Docker
  3. Kubernetes
  4. Postgres
  5. Frontend frameworks such as React, Angular, Javascript
• Experience with any of the following:
  1. Setting up and maintaining CI/CD pipelines
  2. Setting up and maintaining test suites
  3. Setting up and managing infrastructure
  4. Database admin