Own customer relationships from onboarding through adoption and retention. Diagnose technical issues using SQL, logs, APIs, and system diagnostics; interpret dashboards and customer data; deploy AI tools to improve support workflows; and collaborate with Product and Engineering on escalations. The role also includes reporting, process optimization, knowledge-base development, SLA adherence, and global customer interactions in a 24x7 environment.
This is a remote position.
After applying, Level 1 assessment will be sent via [email protected]. The process is fully automated—no manual follow-ups. Candidates are expected to take ownership.
Role Overview
We are looking for a Customer Success Executive with Technical Expertise who can operate at the intersection of customer experience, data, and technology. This role is customer-facing but goes beyond traditional support—you will diagnose issues, interpret data, leverage AI tools, and enable customers to extract maximum value from the product.
If you can speak to customers and understand what’s happening behind the system, you’ll fit.
Key Responsibilities
Customer Success & Engagement
- Act as the primary point of contact for assigned customers
- Drive onboarding, adoption, and retention strategies
- Understand customer goals and align product usage accordingly
- Deliver proactive support, not reactive ticket handling
Technical Problem Solving
- Troubleshoot product issues using SQL queries, logs, and system diagnostics
- Understand data structures, tables, APIs, and workflows
- Work closely with Product & Engineering teams to resolve escalations
- Translate technical issues into customer-friendly communication
Data & Insights
- Use Power BI / dashboards to track customer health and usage patterns
- Generate insights to improve CSAT, retention, and product adoption
- Build basic reports for internal and customer stakeholders
AI Enablement in Customer Success
- Leverage and deploy AI tools / AI agents to improve support efficiency
- Use tools like ChatGPT / LLMs to enhance workflows and response quality
- Identify automation opportunities across customer journeys
Process & Optimization
- Continuously improve support workflows and CX processes
- Contribute to knowledge base, SOPs, and playbooks
- Ensure SLA adherence and operational efficiency
Good to Have
- Exposure to Python or basic scripting
- Experience in AI agent deployment / chatbot workflows
- Knowledge of CRM tools (Zoho, Salesforce, HubSpot)
- Prior experience in B2B SaaS or tech-enabled services
Requirements
Education
Graduate in any discipline (Technical background preferred)
Work Mode
Onsite / Hybrid
Location: Multiple
What This Role Is NOT
- Not a ticket-closing support role
- Not a purely technical engineering role
- Not a passive customer handling job
This is a high-ownership, hybrid execution role where you are expected to understand the customer, the system, and the data—end-to-end.
Selection Process
Phase 1: CX25WW Screening
Phase 2: Hiring HR Interviews
Post-screening:
Mandatory Group Discussion (role expectations + interview readiness)
Mandatory Requirement: Video Resume submission is compulsory (guidance will be provided)
Documents Required (Mandatory for Onboarding)
Educational Documents: Original marksheets & certificates
Identity & Address Proof: Government-issued ID + current address proof
For International Roles: Valid passport required. If unavailable, must be obtained within 90 days of joining
Work Environment & Expectations
Must be comfortable working in a 24x7 shift environment
Open to handling global customer interactions
Willingness to travel within India and overseas (role-specific)
Benefits
Compensation & Benefits
Salary: No role below ₹4,28,000 CTC
Performance-linked incentives (based on role/interview)
PF / ESIC as per Indian labor laws
Important Note: Shift allocation, process (Domestic/International), and benefits may vary depending on the hiring company. Final details will be shared during the HR discussion.
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What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
