Customer Success Associate

About The Role

Customer Success Associate

This role is critical in delivering a seamless experience to our customers while ensuring we retain and grow our user base through excellent support and proactive relationship management.

About Inc42 Media

Inc42 is India’s #1 startup media & intelligence platform that informs, educates and empowers startup & business leaders through its incisive reporting, insightful reports, curated events & communities, and industry-leading executive courses & programs.

Since launching in January 2015, and having risen to become the authoritative voice on India’s startup economy, we've moved markets, gotten the early scoop on billions of dollars of transactions, and told you what's happening deep inside some of the fastest-growing startups & industries alike. Our stories have been followed by the Wall Street Journal, Bloomberg, Reuters, TechCrunch, and other major outlets hundreds of times.

We also track over 50,000+ startups and provide market research and intelligence through our in-depth research reports, and we organise some of the most sought-after conferences and events for startup & business leaders across India.

In 2020, we introduced Inc42 Plus, our exclusive membership program tailored for startup & business leaders, amassing over 10,000 members in record time. Apart from our sharp reporting & insightful research, through Inc42 BrandLabs, we partner with enterprises & brands to help them create branded content & experiences and reach our audience of decision makers.

What you'll do:

1. Customer Support & Query Resolution

• Act as the first point of contact for all customer queries received via email, WhatsApp, social channels, or platform chat
• Troubleshoot user issues, escalate when needed, and ensure timely resolution across different platforms
• Maintain accurate records of customer interactions using CRM/ticketing tool

2. Relationship Management

• Build and maintain strong relationships with users by proactively following up post-resolution
• Handle grievances with empathy and professionalism, turning negative experiences into positive ones
• Manage refund/compensation/escalation protocols with internal coordination

3. Customer Satisfaction & Retention

• Monitor CSAT/NPS scores and identify patterns or areas of concern
• Drive initiatives that increase customer delight and reduce churn
• Share regular insights from customer feedback with product, marketing, and ops teams

4. Revenue Opportunity Identification

• Spot upsell and cross-sell opportunities during user conversations (e.g., Plus memberships, event passes, subscriptions)
• Pitch relevant offerings and convert warm leads into revenue
• Collaborate with the sales and growth teams for handovers of high-potential leads

5. Reporting & Insights

• Track ticket volume, resolution time, repeat queries, and other support KPIs
• Present weekly/monthly reports with actionable insights to internal stakeholders
• Maintain and update the internal knowledge base/FAQs based on recurring questions

Qualifications & Skills

• 1–3 years of experience in a Customer Success/Support role
• Strong communication skills (written + spoken)
• Proven ability to de-escalate tense situations and handle complaints gracefully
• Familiarity with CRM platforms like HubSpot, Intercom, Zendesk, or similar
• Organised, punctual, and process-oriented
• Previous experience in media, digital content, or SaaS startups is a plus
• Understanding of subscription-based business models is a plus
• Exposure to sales enablement or upselling practices
• Knowledge of basic analytics (Google Sheets, dashboards)