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.
Yêu cầu công việc
- 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, both written and spoken.
- 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.
Quyền lợi được hưởng
- Competitive compensation package
- Attractive performance-based incentives
- Probation: 100% salary.
- Company-provided working equipment.
- A dynamic, technology-driven environment focused on performance and professional growth.