Responsibilities :

1. Serve as the primary point of contact for customers, providing prompt and professional support via email, phone, and chat channels.

2. Understand and assess customer needs, troubleshoot technical issues, and provide effective solutions and guidance to ensure customer satisfaction and success.

3. Onboard new customers, guiding them through the setup and implementation process, and providing training on company platform features and functionalities.

4. Proactively monitor customer accounts, identify opportunities for improvement, and provide recommendations to enhance their usage and maximize value from the platform.

5. Collaborate with cross-functional teams, including Sales, Product, and Engineering, to escalate and resolve complex customer issues, ensuring timely and effective resolution.

6. Document customer interactions, inquiries, and resolutions in the CRM system to maintain accurate and up-to-date customer records.

7. Continuously stay updated on product offerings, features, and updates, and effectively communicate them to customers to drive adoption and usage.

8. Proactively identify upselling and cross-selling opportunities based on customer needs and usage patterns, and collaborate with the Sales team to drive revenue growth.

9. Conduct periodic customer satisfaction surveys, gather feedback, and communicate insights to internal teams to drive product enhancements and improvements.

10. Stay informed about industry trends, best practices, and emerging technologies in e-commerce marketing automation and customer engagement to provide valuable insights and advice to customers.

Qualifications :

1. Bachelor's degree in Business Administration, Marketing, or a related field. Relevant certifications in customer service or SAAS support are a plus.

2. Proven experience (minimum 2-3 years) in a customer support or customer success role, preferably within the SAAS industry or e-commerce sector.

3. Excellent communication skills, both written and verbal, with the ability to articulate complex ideas and technical concepts in a clear and concise manner.

4. Strong customer-centric mindset with a passion for delivering exceptional customer experiences and building long-term relationships.

5. Solid technical aptitude and ability to understand and troubleshoot software-related issues. Familiarity with e-commerce platforms and marketing automation tools is desirable.

6. Empathetic and patient approach to problem-solving, with the ability to remain calm and composed in high-pressure situations.

7. Strong organizational skills and attention to detail, with the ability to prioritize and manage multiple customer inquiries and tasks simultaneously.

8. Collaborative team player with excellent interpersonal skills and the ability to work effectively with cross-functional teams.

9. Proficiency in using CRM systems, support ticketing platforms, and customer communication tools.

10. Demonstrated ability to adapt quickly to change, learn new technologies, and thrive in a fast-paced, dynamic environment.

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