Customer Success Associate (CSA)

We do not expect you to know everything on day one You will be trained on all workflows and the product Over time, you will take on: Understanding & Resolving Customer Questions Taking ownership of customer conversations via chat or email Understanding the customers issue clearly and providing accurate solutions Learning the product features and using that knowledge to guide customers effectively Being both reactive (answer what is asked) and proactive (suggest best practices) Reproducing issues, identifying the root cause, and collaborating with engineering when needed Sharing customer feature requests with the Product team Enhancing Customer Experience Following SOPs to manage support requests efficiently Resolving queries within defined SLAs (with training and support) Suggesting improvements to product workflows or customer experience Creating short videos, best practice tips, or alternative solutions Keeping customers up until an issue is fully resolved Supporting Customer Success Managers whenever needed Must-Haves Strong communication skills, especially writing clear, polite, and precise Problem-solving mindset, curiosity to understand issues and find solutions Ability to learn quickly, especially SaaS products and tools Ownership you take responsibility seriously and follow things through Self-motivated proactive in learning and taking on challenges Good-to-Haves (Not mandatory we will train you ) Basic familiarity with tools like Google Suite, Slack, Notion, Intercom, etc Any internship or project where you worked with customers or software Interest in SaaS, customer service, or product-led companies What Your First Year Will Look Like First Month Learn about the higher education and alumni fundraising space Understand how the Customer Support team contributes to Almabase Get clarity on support KPIs and how success is measured Meet people from all functions and understand cross-team workflows Start responding to simple customer queries with guidance Build comfort with product, tools, and internal processes By the 3rd Month Understand how each team functions and how to collaborate with them Have strong knowledge of at least one product area Resolve customer queries independently for that area Shadow 810 customer calls to observe communication best practices By the 6th Month Take full ownership of customer conversations end to end Have deep knowledge of multiple product features Up or create help documentation Suggest improvements for internal processes and customer experience Own specific KPIs like CSAT, CES, and response SLAs Participate in conversations around product improvement 1-Year Mark Lead support initiatives for the next year Help define strategies to achieve SLAs and CSAT goals Work closely with the Director of Customer Services on team-wide improvements Mentor and support newer team members Contribute to hiring efforts for the support team Benefits Strong Culture A team you will enjoy working with collaborative, transparent, and growth-focused Transparency & Trust High ownership and autonomy from day onepetitive Salarypensation suitable for freshers, with opportunities for fast growth WorkLife Balance & Fun Team sports, game nights, trivia, and celebrations throughout the year