Customer Engagement & Support Executive

Job Title: Customer Engagement and Support Executive

Job Description:

We are looking for a proactive Customer Engagement and Support Executive to join our team and play a pivotal role in driving user engagement and ensuring customer satisfaction. In this role, you will be the key point of contact for our platform users, focusing on building strong relationships, enhancing their experience, and resolving their concerns efficiently.

Key Responsibilities:

1. User Engagement and Activation

• Proactively engage with current platform users to encourage greater adoption and utilization of platform features.
• Educate, interact and encourage users to utilize platform features and drive value for their businesses.
• Analyze user behavior to identify opportunities for increased engagement and provide personalized recommendations.

2. Customer Support and Issue Resolution

• Act as the primary point of contact for resolving user queries, concerns, and support tickets.
• Maintain comprehensive records of customer interactions and ensure timely follow-ups.

3. Feedback and Insights

• Gather feedback from users to identify areas for improvement in the platform and customer experience.
• Provide actionable insights and recommendations to the product and marketing teams based on user interactions.

Qualifications and Skills

• Previous experience in customer engagement, customer success, or a related role.
• Excellent communication and interpersonal skills, multilingual is a plus.
• Problem-solving mindset with the ability to handle challenging situations effectively.
• Familiarity with CRM tools and support ticketing systems (Freshworks etc.) is a plus.
• Analytical skills to interpret user data and derive actionable insights.

Why Join Us?

• Be a part of a dynamic and innovative team.
• Opportunity to make a direct impact on user satisfaction and platform growth.
• Collaborative and growth-oriented work culture.