Customer Operations Executive

Role & responsibilities

✅ Client Onboarding & Implementation

• Manage the initial onboarding process for new clients.
• Assist, gather and prepare client data for software setup and configuration.
• Guide clients through initial system setup, customization, and key workflows.

✅ Training & Customer Enablement

• Conduct group and one-on-one training sessions via Google Meet.
• Develop training materials, including checklists, FAQs, and walkthroughs.
• Ensure clients complete key onboarding milestones and fully understand core features.

✅ Technical Support & Issue Resolution

• Handle client queries via WhatsApp, email, and Google Meet.
• Troubleshoot technical issues and escalate complex problems to the development team.
• Track and improve response times and customer satisfaction.

✅ Knowledge Base & Automation

• Create FAQs, knowledge base articles, and video tutorials to assist clients.
• Implement and maintain a chatbot for instant responses to common queries.
• Optimize self-service content and structured documentation for troubleshooting.

✅ Support Optimization & Escalation

• Design and document an escalation matrix for support tickets.
• Collaborate with internal teams to enhance issue resolution processes.
• Assist in setting up a ticketing system for structured query management.

Preferred candidate profile

✔️ Experience: 1-3 years in customer success, onboarding, technical support, or a related SaaS role.
✔️ Tech-Savvy: Comfortable working with SaaS platforms, CRM systems, and troubleshooting technical issues.
✔️ Strong Communication: Ability to simplify technical concepts and guide non-technical users.
✔️ Problem-Solver: Proactive in troubleshooting and improving client onboarding & support experiences.
✔️ Bonus Skills: Familiarity with chatbot tools, automation, or the travel industry is a plus.

Perks and benefits

• Competitive salary and performance-based bonuses.
• Opportunity to work with a dynamic and innovative team in a fast-growing startup environment.
• Chance to work directly with CEO & MD and set up the core operations vertical for the organisation.
• Continuous learning and development opportunities.