Profile: Customer Support & Success Manager
Experience: 3 Years & above Salary: Rs 8 LPA-13 LPA
Organization - Emplay Analytics Inc
Job Location: Remote/Work From Home
Working Hours: 3:00 PM – 12:00 AM IST (Monday to Friday)
We are seeking a “Tech Support & Customer Success Manager“ to join our team. The ideal
candidate will have at least 3 years of experience in technical support operations with SLA
management responsibilities. Familiarity with ticketing systems like Servicenow; reporting
systems like Tableau and PowerBI; and low code automation experience is important. Basic
expertise in key technical concepts like SSO, APIs, integrations, and web technologies is highly
desirable.
● Provide quick and effective assistance on technical issues raised by the customer.
● Guide customers remotely through systems configuration, troubleshooting, and
maintenance
● Listen attentively to customers’ questions and concerns and offer optimal solutions
● Prioritize customer satisfaction in all communications, directing unresolved issues to
next-level personnel
● Work with product and AI engineers to provide customers with quick turn around
solutions.
● Represent the customer and drive internal teams to resolve issues with hot fixes and
patches.
Other responsibilities
● Manage complex client projects from initiation to closure, ensuring timely delivery,
quality, and budget adherence.
● Lead client meetings and communicate project status, updates, and risks effectively to
clients and internal stakeholders.
● Collaborate with cross-functional teams, including developers, designers, and QA teams,
to ensure project success.
● Understand and document feature requirements.
● Determine effort allocation for new or existing SOWs (Statement of Work).
● Build and maintain strong relationships with clients, addressing their needs and resolving
issues promptly.
● Act as the initial point of contact for clients, including client developers and business
stakeholders.
● Establish, document, and refine Standard Operating Procedures (SOPs) and workflows
to improve efficiency and consistency.
● Identify opportunities for automation in support processes to reduce manual effort and
improve response times
● Prioritize customer satisfaction and ensure minimal escalations by maintaining high
service standards.
● Regularly report key support metrics and trends to the COO and suggest actionable
insights for improvement.
● Lead and mentor a support team of 3-5 members, fostering a collaborative and
high-performance culture.
Technical Qualifications:
● Bachelor’s degree in Computer Science, IT, or a related field (preferred).
● 3+ years of experience in technical support, solutions engineering, or customer-facing
technical roles.
● Strong problem-solving skills with experience resolving technical issues.
● Proficiency in APIs (e.g., Postman, REST), SSO solutions (e.g., SAML, OAuth), and web
technologies (e.g., HTML, JavaScript).
● Experience with SaaS platforms, enterprise tools (e.g., ServiceNow, Salesforce), and
startup environments.
Interpersonal Qualifications:
● Excellent communication and project management skills
● Proven ability to engage in technical discussions and research solutions.
● Experience creating clear and actionable technical training materials (e.g., videos,
guides).
● Organization skills to create and maintain SOPs and grow the team.
● Mindset to handle senior management level customer communication and win trust with
proactivity.
Must-have Cultural Attributes
● Entrepreneurial: You thrive in a creative, agile environment and are excited to play a
significant role.
● All-In: Fully committed to excellence and team success.
● Passionate: Excited about online collaboration and customer success, with hunger and
ambition to achieve goals.
● Collaborative: You excel in cross-functional teams and enjoy partnering with customers,
engineers, and product managers.
● Go-Getter: You have a “whatever it takes” approach to achieving objectives in a startup
environment.
- Technical background (e.g., developer or engineer).
- Experience handling clients and building relationships with stakeholders
3 Rounds of technical interview
If you are interested in this opportunity, please submit it on this job portal or by mail.
Mail id- placement@emplay.net
Email subject line- “Application-Tech Support & Customer Success Manager-Emplay Inc”
You can submit your resume outlining your experience and qualifications for the role.
Please include the following info in your applications- Current CTC, Expected CTC, Notice
period, Years of relevant experience, Reason for job change, Linkedin profile link
We look forward to hearing from you!