Customer Success Executive Experience: Min 1+ years Location: Surat, Gujarat (On-site) Responsibilities: Onboarding: Ensure smooth onboarding of new customers/clients also Ensure timely delivery of customized features committed to specific clients Ticket Management : Oversee the handling and resolving of customer inquiries and issues through various channels (email, Tawk.to chat, phone, and support tools). Escalation Handling : Manage and resolve escalated customer issues, ensuring high satisfaction. Customer Feedback : Gather and analyze customer feedback to identify areas for improvement. Customer Satisfaction : Implement strategies to improve customer satisfaction and loyalty. Customer Advocacy : Act as a voice for the customer within the company, ensuring their needs and concerns are addressed. Knowledge Base Management : Maintain and update a comprehensive knowledge base for both customers and support agents. Metrics and KPIs : Track and report on key performance indicators (KPIs) such as ticket volume, response time, resolution time, and customer satisfaction scores. Insights and Recommendations : Provide insights and recommendations based on support data to inform business decisions. Cross-Department Coordination : Work closely with product, development, sales, and marketing teams to ensure a seamless customer experience. Feedback Loop : Ensure customer feedback is communicated to relevant teams for product improvement and feature requests. Monthly Feedback Meetings: Schedule a monthly meeting with the clients to understand their issues/needs to manage a smooth and longer relationship with the client. Sales mindset : Proactively identify and recommend additional products or services that meet customer needs, while maintaining a customer-centric approach to build trust and enhance overall satisfaction. Qualifications: Bachelor's degree in Business Administration, Information Technology, or a related field. 3+ years of experience in customer support or customer success roles, with at least 1 year in a managerial position. Experience with SaaS products and an understanding of the SaaS business model and metrics. Proficiency with customer support software and CRM tools Excellent communication and interpersonal skills to effectively interact with customers, stakeholders, and team members. Ability to analyze customer data and feedback to identify trends and areas for improvement. Strong problem-solving skills and the ability to handle high-pressure situations with a calm and methodical approach. Passion for delivering exceptional customer experiences and a deep understanding of customer needs and pain points. Willingness to work flexible hours to accommodate different time zones. Knowledge of sales techniques and the ability to identify and act on upsell and cross-sell opportunities within customer interactions. Show more Show less

Job Title: Software QA Engineer (SaaS, Job Board UX & Functional Testing) Location: Onsite - Surat, Gujarat, India Experience : 3-4 years About Us: We are a fast-growing SaaS platform that streamlines recruitment and job posting for companies worldwide. Our platform enables businesses to manage their hiring process efficiently while providing a seamless experience for job seekers. As we expand, we seek a Software QA Engineer who not only finds code, functionality, and UI bugs but also evaluates and enhances user experience (UX) by thinking from the perspective of different users (candidates, employers, and admins). Role Overview: As a Software QA Engineer, you will be responsible for identifying, analyzing, and improving system quality, focusing on both technical functionality and UX optimization . You will work closely with Product Managers, Developers, and Customer Success teams to ensure that product releases are user-friendly, intuitive, and reliable . Key Responsibilities: Test Planning & Strategy Design test plans, test cases, and test scripts aligning with product requirements and user expectations. Analyze product workflows from different user perspectives (candidate, employer, admin) to identify pain points and suggest improvements. Functionality & UX Testing Conduct manual and automated tests to ensure seamless user interactions across web and mobile platforms. Identify UI inconsistencies, navigation issues, and areas where workflows can be optimized for better user engagement. Develop and maintain automated test scripts (e.g., Selenium, Playwright) to streamline regression testing. Bug Reporting & Prioritization Log defects with clear reproduction steps, impact assessment, and severity levels. Work with developers to verify fixes and track resolution progress. Prioritize bugs based on business impact and user frustration levels. End-to-End Testing & CI/CD Ensure smooth onboarding experiences for candidates and employers. Verify AI-driven candidate-job matching accuracy. Integrate automated tests into the CI/CD pipeline (e.g., Jenkins, GitLab). Collaboration & UX Improvement Provide insights on how features should function from a usability perspective . Partner with Product, Development, and UX teams to refine user journeys and ensure effortless navigation. Document UX issues and propose intuitive design enhancements. Qualifications & Skills: Education: Bachelor’s degree in Computer Science, Engineering, or equivalent experience. Experience: 3–4 years in QA, preferably in SaaS platforms or job board/recruitment workflows. Testing Tools: Experience with bug tracking tools (ClickUp, Jira). Automation: Hands-on experience with Selenium, Playwright, or similar tools. CI/CD & Agile: Familiarity with Jenkins, GitLab CI, Agile/Scrum methodologies. Soft Skills: Analytical mindset, problem-solving ability, strong communication, and adaptability. User-Centric Thinking: Ability to analyze how a feature would be used by different user types and suggest workflow improvements. Bonus: Experience with performance/security testing tools (JMeter, Gatling) and API testing (Postman, REST Assured). Show more Show less