Customer Success Associate

zenda · India

Job Title: Customer Success Associate

Location: Bangalore

Experience: 3–4 years

Industry: Fintech / E-commerce / Payments

Responsibilities :

• Own end-to-end client onboarding, customer support, and relationship management activities.
• Manage multi-channel customer support operations (email, chat, and phone) while ensuring SLA adherence.
• Handle client onboarding processes and provide technical support related to CRM platforms.
• Lead, mentor, and manage support agents along with day-to-day support operations.
• Resolve customer escalations in a timely and effective manner to ensure high customer satisfaction.
• Track, analyze, and report support metrics to identify areas of improvement and optimize processes.
• Collaborate closely with product and technology teams to resolve issues and enhance overall customer experience.

Requirements :

• 3–4+ years of experience in customer support, client success, or operations roles.
• Hands-on experience in client onboarding and technical support for CRM platforms.
• Experience managing support teams and defining support processes.
• Strong analytical, reporting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Prior experience in fintech, BNPL, or SaaS environments is preferred.
• Startup experience is a plus.
• Prior experience supporting UK/US time zones is highly preferred.