Customer Success Support Specialist

Job Purpose:
Deliver exceptional customer support by owning support cases end-to-end, ensuring timely resolutions, maintaining high-quality customer communication, and driving customer confidence in the platform. Contribute to customer enablement, knowledge management, and continuous improvement by collaborating with Customer Success, Product, and Engineering teams.
Who You Are:
1–3+ years of experience in SaaS customer support, help desk, or technical support roles
Experience managing support tickets through structured platforms such as Zendesk or equivalent
Strong written and verbal communication skills, with an emphasis on clarity, empathy, and professionalism
Demonstrated ability to troubleshoot issues, identify root causes, document findings, and escalate effectively
Experience creating customer-facing documentation, knowledge base articles, FAQs, or training materials
Basic data analysis skills with the ability to interpret support trends and communicate actionable insights
Strong ownership mindset with the ability to manage support cases independently from intake to resolution
Ability to prioritize tickets, manage customer expectations, and meet SLA requirements across different customer tiers
Strong collaboration skills to work effectively with Customer Success, Product, Engineering, and other cross-functional teams
What Will Excite Us:
Experience supporting enterprise B2B SaaS products and managing customer support workflows
Familiarity with SLA management, ticket prioritization, escalation processes, and support quality standards
Experience supporting customers during post-go-live hypercare, onboarding, or product adoption
Hands-on experience creating knowledge base articles, how-to guides, FAQs, and video tutorials
Experience facilitating customer training sessions, admin office hours, or product enablement initiatives
Ability to identify recurring customer issues, analyze support trends, and recommend product or process improvements
Experience collaborating with Product and Engineering teams to investigate complex issues and communicate customer feedback
Familiarity with customer support KPIs, including response times, resolution quality, ticket volume, and customer satisfaction
A proactive problem-solving mindset with a focus on continuous learning, process improvement, and customer success
What Will Excite You:
Opportunity to make a meaningful impact on customer satisfaction, product adoption, and the overall customer experience
Take ownership of customer issues and drive them toward timely, accurate, and effective resolutions
Build and improve knowledge resources that empower customers to troubleshoot independently and get more value from the platform
Collaborate with Customer Success, Product, and Engineering teams to solve complex problems and influence product improvements
Develop expertise in SaaS customer support, customer enablement, and support operations
Work in a collaborative environment that encourages ownership, continuous learning, and professional growth
Contribute to improving support processes, operational metrics, and customer engagement practices
Competitive compensation, career growth, and the opportunity to make a meaningful impact
Location: Ahmedabad (Work From Office)

Work arrangement
No