Customer Success Manager

Scale Labs · India

Scale Labs is hiring a full-time Customer Success Manager for one of its clients in Delhi.

The role involves handling customer communication, resolving queries promptly, and ensuring a warm and seamless customer experience.

This is a full-time, on-site position. Freelancers should not apply.

This role is ideal for someone who is an excellent communicator, highly organized, patient, proactive, and comfortable handling customers across multiple communication channels.

Responsibilities:

• Handle customer calls, DMs, emails, and WhatsApp communication
• Respond to customer queries related to products, orders, exchanges, and deliveries
• Follow up with customers and help convert abandoned carts
• Provide a warm, prompt, and seamless customer experience across every interaction
• Understand customer concerns patiently and proactively provide appropriate solutions
• Coordinate with internal teams to resolve customer concerns and ensure timely closure
• Follow up on pending orders, delivery updates, exchanges, and other customer requests
• Maintain professionalism, patience, and attention to detail in every customer interaction
• Maintain accurate records of customer conversations, queries, and follow-ups
• Identify recurring customer concerns and communicate relevant feedback to the internal team

Requirements:

• Excellent communication skills in English (written and verbal)
• Strong customer handling and relationship management skills
• Highly organized with strong attention to detail
• Patient, proactive, and solution-oriented approach
• Comfortable handling customer communication across calls, DMs, email, and WhatsApp
• Ability to handle multiple customer queries and follow-ups efficiently
• Strong coordination skills and ability to work with internal teams
• Professional and empathetic approach towards customer interactions
• Prior experience in customer success, customer support, customer service, or a similar role is preferred
• Full-time availability only

Details:

Full-time | On-site – Delhi

Timings: 9 AM - 6 PM

Salary: ₹20,000 per month