Account Manager (Customer Support - SaaS)

About Zoconut

We are on a mission to make quality wellness services accessible to everyone by helping and empowering wellness professionals to build a global online reach efficiently with improved customer experience.

We believe in

• Democratizing quality healthcare: Quality healthcare is hard to get. When a passionate and knowledgeable professional or business gets the required tools to compete with incumbents and cut through the noise, it levels the playing field a little bit. It inspires several others around them to collectively make a large impact.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of democratizing quality healthcare. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building Value SaaS.
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 2500+ professionals empowered
• 200,000+ patients impacted
• 100,000+ health plans are created every month
• 97%+ retention rate
• Growing team across India. Currently 12 members.

Opportunity

Zoconut is looking to hire a Customer Support Specialist to help customers become successful on our platform. In this role, your goal is to proactively address and solve all kinds of issues that the customers might encounter. You will be the first point of contact and custodian of customer experience and how they feel about our product and the company. You will provide proactive management and close all open loops within timelines. You will become an expert in the Zoconut software and become capable of understanding customer issues that may be deeply technical or just the ones that require a little retraining or pointing in the right direction. You will be available on all support channels set by the company within working hours without fail.

Our ideal candidate understands customer service and has at least 1 year of B2B software customer support experience.

Compensation

• Total Salary: INR 4 - 6 lakhs per annum

Work Timings

All team members are expected to be logged in on their system from 10 am to 7 pm, Mon-Sat without fail or delays.

Work Location

We expect you to work from our beautiful office in Kirti Nagar, New Delhi.

Requirements

• KPIs - CSAT, Response Time, Ticket Closure.
• Bug-related issues - it will require rechecking, documenting, reporting, timeline management, customer updates, and closing the loop with the customers.
• Feature Requests - it will require collection, documentation, collecting approval, timeline management, and regular customer updates to close the loop in time.
• Customers may require retraining or may need to be educated about a new feature.
• Ensure Customer Satisfaction: Work in tandem with the support teams to make sure customers get high-quality support.
• Help Center Development - You will be required to regularly contribute help articles and videos to enable customers to be able to troubleshoot their own problems.
• Identify insights and pain points from conversations with prospects, and contribute to the product roadmap by providing active feedback to the product team.

Skills & Experience

• 1+ year of B2B software customer support management experience to SMB/mid-market customers. For anyone with over 5 years of experience, this role won’t be suitable for your career growth.
• Excellent written and verbal business communication skills.
• Ability to learn quickly. Eg: learn the product, learn the market, learn solution selling methodology, etc.

Personality traits

• Fun & confident personality. Loves to meet new people and build relationships.
• Pays great attention to detail, loves taking notes, and maintains discipline with internal SOPs.
• Highly motivated to work at a scaling startup.
• Proactive with actions, but patient with results.

What will make you successful in this role?

• First and foremost, you need to be good at building rapport with customers. Relationship building is very critical to being successful as a CSE in this market. They need to first trust you before believing anything you say.
• You need to become an expert on how Zoconut's platform product works. Our product is not a commodity with simple features. You need to be able to connect the customer’s needs, don the consultant’s hat, and provide the right solution to them. That’s half the win. You need to develop a good enough understanding of the product and the market to be effective at this.
• You need to have zero hesitation in picking up the phone and calling someone anywhere in the world. This is just a mental block if you haven’t done it before.
• You need to be disciplined and good at multi-tasking. When you have many leads in your pipeline at any time, prioritization & context switching become critical skills. Otherwise, it’s easy to get overwhelmed.

If all of this sounds exciting to you, join us for an exciting and fulfilling ride at Zoconut!