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Branded Mobile/Web-Commerce for hyper-local retailers

Customer Success Executive

₹4.5L – ₹8L
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UrbanPiper offers an integration layer that powers the operational efficiency of 1000’s of restaurants across India for selling online through their own white-labeled platform or any of the leading food aggregator platforms — Swiggy, Zomato, UberEats, Foodpanda, Scootsy, etc.

At present, we are processing nearly 2 million transactions every month. By the end of this year, we will be growing this number to 10 million. The most defining aspects of our work related to — consistency, reliability, scalability and agility. We make use of a wide variety of technologies and process significantly large amounts of data on a daily basis.

We are looking for Customer Success Executives who would be responsible for solving issues for restaurants and integrated third-parties. Along with solving issues, a Customer Success Executive would be responsible for analyzing ticket frequency, maintaining quality of responses and provide resolutions within the SLA.

You will:

Support merchants and third-parties on issues and queries on orders, integrations and general queries.

Maintain and enhance overall customer wellbeing by monitoring customer health, proactively addressing issues, and acting as an escalation point of contact.

Collaborate closely with multiple contacts within the organization to identify and drive key goals.

Communicate requested product enhancements (customer roadmap requests) internally, utilizing Canny and Github and manage customer expectations on the deliverables of these requests.

Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction resulting in increased customer loyalty and client retention.

Advocate customer needs/issues cross-departmentally; working together to solve issues and identify upsell opportunities for Account Managers.

We are looking for someone who has:

2 - 5 years of experience in B2B email support.

Analytical thinking.

Great attention to detail.

Passion for delivering customer success and a strong interest in advocating for clients and delivering long term value.

Excellent verbal and written communication skills.

Ability to prioritize work and work effectively on multiple tasks.

Ability to solve problems by utilizing available tools/resources.

Self-motivation and quick learning skills.

Nice to haves:

Worked in a fast-paced environment.

Experience with Freshdesk, Github, Postman, and Kibana.

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