SalesHandy Hiring for Customer Support Executive (Remote) at India Full Time

SalesHandy is a suite of email productivity tools for professionals. We are having more than 2000+ customers and 20k+ users across the globe. A team of 35 people has made this happen. When it comes to Business Development I can say just a team of 10 made this happen.

Highlights of some of the key achievements of the Customer team at SalesHandy.

• Achieved an NPS score of 30.
• Rated 4.5 by more than 300 users in G2crowd, getapp, chrome store, and other software discovery portals.
• Adding more than 300 customers every month

Up next, the challenges we are looking forward to solving:

• Hitting 100k MRR goal (Adding 500 new customers a month)
• Reducing the churn rate by increasing the service standards (i.e onboarding, demo, success, etc.)
• Structuring the team to specialise on each functional activities i.e SDRs (lead qualification), AEs (demo & MRR $$), CS (Retention & Upgrades) etc.

Now your turn,

Are you a customer-obsessed, flexible, smart and analytical, strategic yet execution-focused, hungry and passionate about SaaS, experienced, and entrepreneurial leader with a strong work ethic? Interested in working in a high-impact role?

If yes, this opportunity will appeal to you.

What will I be doing?

• Assisting the customers who use the company’s product, replying to inbound queries.
• Get on a web conferencing with users to help them with the product.
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Handle and resolve customer requests and complaints.
• Report to the support manager every week along with the weekly report of your metrics.

Note: Major volumes of user query that we get are through Chat & Email. We also have to jump on calls with clients over web-conferencing. Our major users are from American and European timezones, hence the shift timing will correspond to the same.

What key performance indicators will I own?

• First Response Time/Average Response Time.
• Customer happiness score
• Average Resolution Time.

What skills do I need?

• Excellent communication & writing skills
• Great problem-solving abilities
• Self-driven and proactive nature
• Patience when handling tough cases
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Agile approach and being coachable at all times
• Passion for talking to customers all day, every day
• The ability to explain complex topics in easy to understand and concise language [English]
• Ambition, eagerness, and the will to learn and improve upon your own skills

Why work with us

• Opportunity to work with customers across the globe
• Excellent growth opportunity and open culture to ensure best ideas win!
• Well defined training program to enhance your skills
• A clear career path with on job career guidance
• Be a part of learning culture
• Be a part of a fast-moving & growth startup
• Leverage the benefits of working in product based company