Customer Support Executive

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 170k 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 you will 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 you own?

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

You should have...

• 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 you should join Saleshandy?

• 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

How do we work at Saleshandy?

• We've adopted the OKRs methodology to define the business goals and measure progress.
• We're very much inspired by bootstrapped SaaS companies like Ahrefs, 37Signals, Close, VWO
• We believe in building great products and business in the long term.

BTW, for this role, you’ll be directly working with:

Yashal (Customer Success Head) & Dhruv (Co-founder).
Safe to say, these folks are passionate about what they do.

Our Taste and Style of Work:

• Iterate fast on early feedback 🔁
• Attention to detail ✨
• Deep. Easy. Effective.
• Don’t tell but show

Other Perks:

• Personal Development — an annual budget for books, courses, and conferences
• Medical Insurance — we offer health insurance allowance to all the teammates
• Annual team retreats — to amp up the entire team's energy every year, we take a retreat. you will decide the place. Check out our off-site trip to Udaipur!

What's the interview process like?

• Step 1: You apply for the job (with your current portfolio).
• Step 2: Quick intro call with the HR Folks
• Step 3: First round with Yashal (Customer Success Head)
• Step 3: Work on a small assignment.
• Step 4: Second round interview to gauge if you are a good culture fit.
• Step 5: Job Offer (contingent on the above steps) & Welcome to the ikigai tribe!
• So, think we’re a good fit? Then let’s roll.