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Job Title: Customer Success Associate

Location: Remote/Hybrid/On-Site (Flexible based on candidate preference)

Employment Type: Full-Time

Reports To: Customer Success Manager

About Kitaabh

Kitaabh is on a mission to revolutionize accounting for Indian SMEs. Positioned as the fastest and Insightful keyboard-driven accounting platform, Kitaabh offers speed, insights, and seamless compliance integration. We are redefining how entrepreneurs, accountants, and auditors manage their financial data, empowering them to focus on what truly matters.

As a Customer Success Associate, you’ll play a vital role in ensuring our users derive maximum value from Kitaabh, fostering lasting relationships, and driving product adoption.

Key Responsibilities

1. Customer Onboarding & Training:

• Guide new users through the onboarding process, ensuring they are equipped to use Kitaabh effectively.

• Conduct virtual and in-person training sessions for entrepreneurs, accountants, and auditors.

2. Customer Support & Issue Resolution:

• Act as the first point of contact for customer queries via chat, email, and phone.

• Troubleshoot and resolve user issues promptly, escalating complex cases to the technical team when needed.

3. Product Adoption & Retention:

• Proactively engage with customers to ensure they are utilizing the platform to its fullest potential.

• Identify and address usage gaps by suggesting features or solutions tailored to the customer’s needs.

4. Feedback Collection & Reporting:

• Collect user feedback and share insights with the product and development teams to drive continuous improvement.

• Maintain detailed records of customer interactions in the CRM system.

5. Building Relationships:

• Foster strong relationships with key customers to drive loyalty and referrals.

• Understand the unique needs of accountants, auditors, and entrepreneurs and position Kitaabh as the ultimate solution for their challenges.

6. Collaboration Across Teams:

• Work closely with the sales, marketing, and product teams to address customer challenges and drive adoption campaigns.

Qualifications & Skills

1. Essential:

• Bachelor’s degree in Commerce, Business Administration, or a related field.

• 1–2 years of experience in customer support, customer success, or a similar role in SaaS or tech-driven products.

• Excellent verbal and written communication skills in English and Hindi.

2. Preferred:

• Experience in the accounting/financial software domain or familiarity with tools like Tally or Zoho Books.

• Multilingual abilities (regional Indian languages).

3. Technical Skills:

• Proficiency in CRM tools and support software.

• Basic understanding of accounting principles or willingness to learn.

4. Soft Skills:

• Empathy, patience, and a customer-first mindset.

• Strong problem-solving and analytical skills.

• Ability to work independently and as part of a team.

Customer Support Manager

Location: Gachibowli, Hyderabad

About Kitaabh

Kitaabh is redefining accounting software with a fast, keyboard-driven platform designed for Indian SMEs. With features that include customizable dashboards, seamless GST and TDS integration, and comprehensive reporting, Kitaabh provides entrepreneurs, accountants, and auditors with instant insights and easy data access. As a Customer Support Manager, you’ll be at the forefront of delivering a delightful, reliable support experience, ensuring our customers get the most out of Kitaabh.

Role Overview

We are looking for an experienced and customer-focused Customer Support Manager to lead our support team, manage escalations, and help create a top-notch experience for our users. You’ll play a vital role in building customer trust, fostering positive relationships, and ensuring that customer issues are resolved quickly and effectively. As the Customer Support Manager, you will also gather insights from customer interactions to drive improvements in our product and support process.

Key Responsibilities

• Lead and Manage Support Team: Recruit, train, and mentor a team of customer support agents. Set clear goals, conduct regular performance reviews, and provide ongoing training to enhance their skills.

• Customer Interaction and Escalation Management: Act as the point of contact for complex customer issues, ensuring timely and effective resolution.

• Process Improvement: Develop and optimize support processes and workflows to enhance efficiency and customer satisfaction.

• Product Expertise: Become a subject matter expert on Kitaabh, providing guidance on accounting and compliance functionalities (GST, TDS, etc.) and helping customers navigate the platform.

• Customer Insights and Feedback: Analyze customer interactions to identify common issues, pain points, and potential improvements. Communicate these insights to the Product and Engineering teams.

• Reporting and KPIs: Track and report on key support metrics (response times, resolution rates, customer satisfaction scores), using data to improve overall support performance.

• Knowledge Base Management: Oversee the creation and maintenance of support documentation, FAQs, and other resources to empower customers with self-service options.

Qualifications

• Experience: 5+ years of experience in customer support, with at least 2 years in a management or supervisory role, ideally within a SaaS or tech-driven company.

• Customer-Centric Approach: Passionate about delivering a great customer experience, with a focus on empathy, patience, and clear communication.

• Accounting Knowledge: Experience or familiarity with accounting software and knowledge of GST, TDS, or other statutory compliance in India is a strong plus.

• Leadership Skills: Proven ability to lead, motivate, and develop a team, with strong problem-solving skills and a proactive attitude.

• Data-Driven: Comfortable using support software and analytics tools to track performance metrics and identify improvement opportunities.

• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Technical Proficiency: Proficient with support software, CRMs, and project management tools. Knowledge of keyboard-driven platforms is a plus.

• Flexibility: Willingness to adapt and be available for urgent customer support issues as they arise.

1. Daily Bookkeeping of Financial Transactions

2. Finalization of Accounts for GST & IT Returns.

3. Clearing all Suspenses and Making Required Month-end/Year-End Provisions for 

 Accounts Finalization.

4. Execute other duties assigned by the company.

Candidate Profile:

1. Commerce/Semi Qualified CA's Preferrable.

2. Must have a Minimum of 1 yr Experience Working in an Accounts/Audit Office.

3. Prior Experience in using any Accounting Software is an Added Advantage.

NOTE:

WFH Allowance based on performance & candidature.

Rao & Sasi is One of the Reputed CA firms based out of Guntur.

Roles & Responsibilities:

1. Preparation of :
2. a) Monthly GST Returns
3. b) Quarterly TDS/TCS Returns
4. c) Yearly GST 9 & 9C, IT Returns
5. d) GST Reconciliations.
6. Reconciling all Income Tax & GST returns data.
7. Making required Month/Year-End Provisions for accounts Finalization.
8. Preparation of Monthly and annual Financial Statements.
9. Working on GST Audits, Statutory Audits, Internal Audits, Company Incorporations, Appeals, etc.
10. Scrutinize, Maintain, and Finalize Books of Accounts (P&L, BS, CFS, Notes to Accounts & Schedules) as per Schedules of:

• The Companies Act
• Indian Accounting Standards &
• Tax Compliance Laws.

1. Ensure Adequate Provisions are maintained for Expenses Management.
2. Review Financial Statements and Tax Returns related to Partnership Firms, Companies, and individuals.
3. Assisting with any bookkeeping requirements as & when required.
4. Preparation of Curriculum, Training Schedules, Assessment Materials, and other training materials required for Regular Internal and External Training of Operational Staff.

Additional Roles:

1. Preparing Validation & MIS reports, Yield Statements, etc.

2. Ensure Accounts are verified with Source Documents & are audited in Compliance with IT Rules.

3. Assisting the Marketing Team with Writing Blogs, Articles, & Social Media Posts, etc. related to the Latest Changes in the Fields of Accounting/Taxation.

Desired Candidate Profile:

• Qualified CA with at least 1-2 Years of Industry/Practice Experience.
• Must be well-versed with the Latest Revisions and Basic Concepts related to GST, Accounting, Payroll, Income Tax, TDS/TCS, Auditing, etc.
• Must have Command over MS Office, Advanced Excel, ERP, and Accounting software like Tally, Fair Finman, etc.
• Good written communication and interpersonal skills.
• Must have analytical ability and problem-solving skills.
• Ability to develop & implement standardized systems & processes, work with a team & under pressure, flexibility to adopt new challenges/additional work.

NOTE:

WFH & Part Time Allowance based on candidature.

• M. Com with 4 / 5 years of experience,
• CA Inter with 3 to 5 years of experience,
• preferably in MIS reporting, Monthly closing of Books of Account, preparation of P&L, Balance Sheet, Schedules, etc.
• Working knowledge in SAP preferable