Zenskar - Customer Support Role (1-5 yrs)

About this role:

We're building our founding support team and are looking for proactive, empathetic, and resourceful problem-solvers who are excited to make an impact in a fast-paced environment.

If you're someone who thrives on helping others, enjoys solving problems, and can communicate clearly and effectively, this role is for you!

As a Customer Support Specialist, you'll be the first point of contact for our customers, ensuring they have a seamless and positive experience. You'll handle customer queries, troubleshoot issues, and provide product guidance, helping users get the most out of Zenskar.

Key Responsibilities:

Customer Support & Issue Resolution:

- Respond promptly to customer inquiries via chat, email, or calls.

- Troubleshoot and resolve customer issues efficiently and escalate when necessary.

- Keep customers informed about issue resolutions and product updates.

Product Guidance & Customer Success:

- Develop a deep understanding of the product to help customers navigate features.

- Assist users with account setup, configurations, and best practices.

- Proactively identify pain points and guide users to solutions.

Empathy & Relationship Building:

- Build strong relationships with customers by understanding their needs.

- Maintain a customer-first approach, ensuring satisfaction and engagement.

- Educate customers on new features, best practices, and self-service options.

Documentation & Feedback:

- Contribute to FAQs, knowledge bases, and troubleshooting guides for better self-service.

- Provide actionable feedback to internal teams to improve the product and support experience.

Key qualifications:

- Excellent Communication Skills

- Ability to write and speak clearly and professionally in English.

- Can explain complex concepts in simple terms to both technical and non-technical users.

- Active listening skills to understand customer concerns and respond empathetically.

- Strong Problem-Solving & Analytical Skills

- Quick thinker who can troubleshoot issues logically and find effective solutions.

- Can adapt to new situations and solve problems on the fly.

- Comfortable working with ticketing systems and logging accurate information.

Product & Customer Focus:

- Curious and eager to learn about new products and features.

- Ability to grasp technical concepts even without a technical background.

- Understands customer needs and is committed to providing top-tier support.

Team Player & Ownership Mindset:

- Takes initiative and works independently to resolve customer queries.

- Works well with cross-functional teams (Product, Engineering, and Success).

- High accountability and ownership of customer issues from start to resolution.

- Self driven individual with high ownership and strong work ethic

- Previous startup experience is a huge plus

- Not taking yourself too seriously :)

Work Hours:

- Full-time: 11 PM to 9 AM IST.

- Must be comfortable working night shifts to support international customers.

Compensation:

- Fixed + Variable Salary: INR 9,00,000 per year (Based on experience).

- The range displayed reflects the minimum and maximum salaries for the position. Within the range, individual pay is determined by various factors including - job-related skills, experience, and relevant education or training.