Profile: Customer Support & Success Manager
Experience: 3 Years & above Salary: Rs 8 LPA-13 LPA Organization – Emplay Analytics Inc
Job Location: Remote/Work From Home
Working Hours: 3:00 PM – 12:00 AM IST (Monday to Friday)
We are seeking a “Tech Support & Customer Success Manager“ to join our team. The ideal candidate will have at least 3 years of experience in Basic expertise in key technical concepts like SSO, APIs, integrations, and web technologies is highly desirable.
Primary Responsibilities
- Provide quick and effective assistance on technical issues raised by the customer.
- Guide customers remotely through systems configuration, troubleshooting, and maintenance
- Listen attentively to customers’ questions and concerns and offer optimal solutions
- Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
- Work with product and AI engineers to provide customers with quick turn around solutions.
- Represent the customer and drive internal teams to resolve issues with hot fixes and patches.
Other responsibilities
- Manage complex client projects from initiation to closure, ensuring timely delivery, quality, and budget adherence.
- Lead client meetings and communicate project status, updates, and risks effectively to clients and internal stakeholders.
- Collaborate with cross-functional teams, including developers, designers, and QA teams, to ensure project success.
- Understand and document feature requirements.
- Determine effort allocation for new or existing SOWs (Statement of Work).
- Build and maintain strong relationships with clients, addressing their needs and resolving issues promptly.
- Act as the initial point of contact for clients, including client developers and business stakeholders.
- Establish, document, and refine Standard Operating Procedures (SOPs) and workflows to improve efficiency and consistency.
- Identify opportunities for automation in support processes to reduce manual effort and improve response times
- Prioritize customer satisfaction and ensure minimal escalations by maintaining high service standards.
- Regularly report key support metrics and trends to the COO and suggest actionable insights for improvement.
- Lead and mentor a support team of 3-5 members, fostering a collaborative and high-performance culture.
- Technical Qualifications:
- Bachelor’s degree in Computer Science, IT, or a related field (preferred).
- 3+ years of experience in technical support, solutions engineering, or customer-facing technical roles.
- Strong problem-solving skills with experience resolving technical issues.
- Proficiency in APIs (e.g., Postman, REST), SSO solutions (e.g., SAML, OAuth), and web technologies (e.g., HTML, JavaScript).
- Experience with SaaS platforms, enterprise tools (e.g., ServiceNow, Salesforce), and startup environments.
Interpersonal Qualifications:
- Excellent communication and project management skills
- Proven ability to engage in technical discussions and research solutions.
- Experience creating clear and actionable technical training materials (e.g., videos, guides).
- Organization skills to create and maintain SOPs and grow the team.
- Mindset to handle senior management level customer communication and win trust with proactivity.
Must-have Cultural Attributes
- Entrepreneurial: You thrive in a creative, agile environment and are excited to play a significant role.
- All-In: Fully committed to excellence and team success.
- Passionate: Excited about online collaboration and customer success, with hunger and ambition to achieve goals.
- Collaborative: You excel in cross-functional teams and enjoy partnering with customers, engineers, and product managers.
- Go-Getter: You have a “whatever it takes” approach to achieving objectives in a startup environment.
Preferred:
– Technical background (e.g., developer or engineer).
– Experience handling clients and building relationships with stakeholders
Hiring Process :- 3 Rounds of technical interview
Application Process:
If you are interested in this opportunity,please submit your updated resume on this job portal or you can also apply by mail.
Mail id– placement@emplay.net
Email subject line– “Application-Tech Support & Customer Success Manager-Emplay Inc”
You can submit your resume outlining your experience and qualifications for the role.Please include the following info in your applications- Current CTC, Expected CTC,Notice period,Years of relevant experience,Reason for job change,Linkedin profile link
We look forward to hearing from you!
Job Type: Full-time
Pay: ₹800,000.00 – ₹1,300,000.00 per year
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Paid time off
- Provident Fund
- Work from home
Schedule:
- Evening shift
- Monday to Friday
- Night shift
Application Question(s):
- Are you available at the mentioned Working Hours i.e 3:00 PM – 12:00 AM IST (Monday to Friday) ? – Yes/No
(Mandatory to answer)
- Current CTC? (in Lakhs per annum) (Mandatory to answer)
- Expected CTC? (in Lakhs per annum) (Mandatory to answer)
- Notice period? (in days) (Mandatory to answer)
- Reason for job change? (Mandatory to answer)
- Linked in profile link ? (Mandatory to answer)
Education:
- Bachelor’s (Required)
Experience:
- total work: 3 years (Required)
Work Location: Remote
