Customer Success Executive

1.

Customer Support & Issue Resolution Deliver timely, high-quality support via live chat, phone, and email, targeting a 1 minute first response time.

Troubleshoot technical issues, recommend best practices, and escalate complex cases when needed.

Maintain accurate records of customer interactions in the ticketing system.

2.

Onboarding & Implementation Guide new customers through onboarding and ensure a smooth implementation of the Better HR platform.

Conduct platform walkthroughs covering key features such as attendance, payroll, and leave management.

Collaborate with Sales, Product, and other teams to ensure a seamless transition, from trial to paid customers.

3.

Training & Product Adoption Monitor product usage and proactively support customers with low engagement.

Deliver virtual or on-site training tailored to different user groups.

Create and maintain training materials, FAQs, and user guides to drive product adoption and self-service.

4.

Customer Relationship Management Build strong relationships by understanding customer goals and helping them maximize the value of Better HR.

Conduct regular business reviews, gather feedback, resolve concerns, and identify upsell or cross-sell opportunities.

Serve as the primary point of contact for key accounts.

5.

Customer Feedback & Continuous Improvement Collect customer feedback and collaborate with the Product team to improve the platform.

Analyze support trends to enhance customer experience and reduce recurring issues.

Contribute to the Customer Success knowledge based on sharing best practices.

II.

Bachelor's degree in Business Administration, Human Resources, or related field.

1–3 years of experience in Customer Success/ Customer Support.

Experience in SaaS, EdTech, or related industries is highly preferred.

Hands-on experience in customer onboarding, training, and issue resolution.

Good command of English Excellent presentation and interpersonal skills.

Strong problem-solving skills with a customer-first mindset.

Highly organized, with the ability to prioritize and manage multiple tasks in a fast-paced environment.

Proactive, detail-oriented, and passionate about helping customers succeed.

III.

Training/Certification

Career Path

Meal Allowance

Perform Bonus

Sales Commission

Health Insurance