Senior Customer Support Executive

Detailed Responsibilities and Duties:
• Onboard clients in a systemic way following defined SoPs (e.g 90 day journey)
• Create, Implement and Improve existing standard operating procedures (SoPs)
• Connect the product capabilities in solving users business problems
• Recognize and celebrate client wins in creative ways
• Identify and proactively reach out to clients that have stopped using the software
• Interact and engage clients through multiple channels - texts, email, calls, fb and Zoom
• Create short video tutorials and user guides on specific product capabilities to help clients become proficient with the system
• Create drip campaigns and short write-ups that can be used by the clients to succeed
• Host Webinars & Training Workshops to educate clients of product updates and benefits
• Drive opportunities to ask for referrals, reviews and testimonials (there are metrics and standards to live upto here)
• Provide valuable insights and content through various channels such as Internal fb community and newsletters to build authority as a trusted partner for our clients
• Resolve customers' queries and concerns by taking appropriate actions
• Navigate internally with tech team on product bugs and customer requests
• Collect feedback from clients through surveys, polls and direct asks to understand clients needs and suggest product capabilities that would further help their business
• Recommend updates to improve customer service policies and procedures
• Performs other adhoc admin tasks and test out new product capabilities Required Skills/Abilities:
• Desire to take extreme ownership for all tasks
• Obsessed with attention to detail so much so that it drives you crazy if things are not followed in a systemic manner
• Singularly focused on driving efficiencies through better processes
• Exceptional Organizational and Planning skills
• Problem Solving
• Time management skills with proven ability to meet deadlines CUSTOMER EXPERIENCE LEAD
• Compassion in understanding the clients' issues and how it affects their business
• Able to connect dots between what is stated and what is implied by the client
• Proficient with MS Office, eMail and ability to sit infront of a computer for long time
• Excellent communication skills – verbal and written
• Comfortable in creating and recording videos
• Comfortable in interacting with people from diverse backgrounds and experiences
• Prior experience in interacting with Customers and resolving their issues
• Friendly and Helpful demeanor

Compensation Details:
Pay: Market Salary +

Bonus Bonus:
Based on team targets Hours: Flexible Rotational Shift (UK to US Hours)

Work Location:
Hyderabad