Customer Support Associate at Hyderabad Full Time

Job Title: Customer Success Associate

Location: Remote/Hybrid/On-Site (Flexible based on candidate preference)

Employment Type: Full-Time

Reports To: Customer Success Manager

About Kitaabh

Kitaabh is on a mission to revolutionize accounting for Indian SMEs. Positioned as the fastest and Insightful keyboard-driven accounting platform, Kitaabh offers speed, insights, and seamless compliance integration. We are redefining how entrepreneurs, accountants, and auditors manage their financial data, empowering them to focus on what truly matters.

As a Customer Success Associate, you’ll play a vital role in ensuring our users derive maximum value from Kitaabh, fostering lasting relationships, and driving product adoption.

Key Responsibilities

1. Customer Onboarding & Training:

• Guide new users through the onboarding process, ensuring they are equipped to use Kitaabh effectively.

• Conduct virtual and in-person training sessions for entrepreneurs, accountants, and auditors.

2. Customer Support & Issue Resolution:

• Act as the first point of contact for customer queries via chat, email, and phone.

• Troubleshoot and resolve user issues promptly, escalating complex cases to the technical team when needed.

3. Product Adoption & Retention:

• Proactively engage with customers to ensure they are utilizing the platform to its fullest potential.

• Identify and address usage gaps by suggesting features or solutions tailored to the customer’s needs.

4. Feedback Collection & Reporting:

• Collect user feedback and share insights with the product and development teams to drive continuous improvement.

• Maintain detailed records of customer interactions in the CRM system.

5. Building Relationships:

• Foster strong relationships with key customers to drive loyalty and referrals.

• Understand the unique needs of accountants, auditors, and entrepreneurs and position Kitaabh as the ultimate solution for their challenges.

6. Collaboration Across Teams:

• Work closely with the sales, marketing, and product teams to address customer challenges and drive adoption campaigns.

Qualifications & Skills

1. Essential:

• Bachelor’s degree in Commerce, Business Administration, or a related field.

• 1–2 years of experience in customer support, customer success, or a similar role in SaaS or tech-driven products.

• Excellent verbal and written communication skills in English and Hindi.

2. Preferred:

• Experience in the accounting/financial software domain or familiarity with tools like Tally or Zoho Books.

• Multilingual abilities (regional Indian languages).

3. Technical Skills:

• Proficiency in CRM tools and support software.

• Basic understanding of accounting principles or willingness to learn.

4. Soft Skills:

• Empathy, patience, and a customer-first mindset.

• Strong problem-solving and analytical skills.

• Ability to work independently and as part of a team.