Customer Success Engineer

Position: Customer Success Engineer
Company: Launch Ventures (for Talkingshops.com)Location : HyderabadAbout Launch VenturesLaunch Ventures is a niche, award-winning technology firm that co-creates products alongside domain experts—ranging from early-stage startups to Fortune 500 enterprises. We’ve built globally scaled products, some of which have attracted investments from Google. Our work spans across modern technologies including AI/ML, IoT, Blockchain, Cloud, and full-stack web/mobile applications.We take pride not just in writing great code, but in launching ventures that matter. Our culture emphasizes product ownership, technical craftsmanship, and long-term impact.Talkingshops.com is one of our fastest-growing ventures. It’s a next-generation WhatsApp Commerce platform designed to empower small and mid-sized businesses to sell more effectively, communicate seamlessly, and operate smarter.About the RoleWe are seeking a Customer Success Engineer to manage the complete customer onboarding cycle for our WhatsApp ecommerce chatbot platform. This role combines technical implementation with customer relationship management, ensuring seamless deployment and customer satisfaction, along with Business & Pre-sales/Sales.As a Customer Success Engineer, you will be the first line of communication between our customers and the product. This is not just a support role — you’ll act as a trusted partner to users by troubleshooting issues, guiding them through solutions, and ensuring a seamless experience on the platform. Your contributions will directly influence product adoption, satisfaction, and retention.This role is ideal for someone who thrives on interacting with people, is comfortable with technology, and is driven by the satisfaction of resolving issues quickly and effectively. Key Responsibilities Customer Onboarding & Implementation ● Conduct discovery calls with new customers to understand their business requirements and use cases● Translate customer requirements into technical specifications for chatbot configuration ● Build and configure bot behavior using our proprietary JSON-based chatbot framework ● Implement custom chatbot solutions tailored to each client's business needs ● Conduct testing and quality assurance before handover to customers Customer Success & Support ● Manage the complete customer onboarding journey from initial consultation to go-live ● Facilitate customer feedback cycles and implement iterative improvements ● Ensure customer satisfaction throughout the implementation process ● Provide technical support and troubleshooting during and after deployment ● Act as the primary point of contact for customers during onboarding phase Documentation & Process Improvement ● Document customer requirements and implementation details ● Maintain configuration documentation and best practices ● Identify opportunities to streamline the onboarding process● Collaborate with product team on feature requests and improvements Required Qualifications Technical Skills ● Experience with APIs, JSON configuration, or similar technical implementations ● Comfortable working with technical documentation and configuration files● Basic understanding of chatbot/conversational AI concepts (preferred) ● Proficiency in troubleshooting technical issues and finding solutions Customer-Facing Skills ● Customer-facing experience in B2B environment● Strong requirement gathering and consultative selling skills● Excellent verbal and written communication skills ● Experience managing customer feedback cycles and iterative processes● Ability to explain technical concepts to non-technical stakeholder Customer AssistanceRespond promptly and professionally to customer inquiries via phone, email, chat, or ticketing systems.Act as a point of contact for troubleshooting product issues, onboarding queries, and general user guidance.Technical TroubleshootingDiagnose and resolve issues related to the Talkingshops.com platform, including product configurations, integrations (e.g., WhatsApp Business API, payment gateways), and user access problems.Assist users in resolving connectivity issues, API errors, or data sync problems with platforms such as Shopify, WooCommerce, and others.Documentation and Knowledge SharingMaintain detailed records of customer interactions, reported issues, troubleshooting steps, and resolutions in the CRM.Create and contribute to internal knowledge bases and customer-facing support articles or FAQs.Issue Escalation & CollaborationWork closely with the engineering and product teams to escalate unresolved or complex issues with complete context.Provide feedback from users to help improve product usability and customer satisfaction.Process & Quality ImprovementsRecommend process improvements or automation opportunities to enhance support quality and reduce turnaround times.Help refine onboarding and support playbooks for faster, consistent customer issue resolution.Customer Experience ManagementBuild rapport with customers and ensure a high degree of empathy and clarity in communication.Monitor support KPIs (response time, resolution time, CSAT scores) and strive for continuous improvement.What We’re Looking ForEducational Background:Bachelor’s degree in any discipline (a technical or computer science background is preferred).Experience:1–3 years of experience in a customer support, technical support, or client services role.Prior experience supporting SaaS, eCommerce, or B2B platforms is a strong advantage.Hands-on experience dealing with phone-based queries is essential.Skills:Strong communication skills — clear, concise, and empathetic.Ability to explain technical concepts in simple, non-technical language.Comfortable working with support tools like Freshdesk, Zendesk, HubSpot, or similar CRMs.Familiarity with WhatsApp commerce tools, APIs, or payment integrations is a plus.Multilingual communication (especially regional Indian languages) is a bonus.Why Join UsOpportunity to work on a high-impact product serving small and growing businesses.Dynamic, startup-like environment with the stability and mentorship of an experienced leadership team.Learn and grow across customer success, product thinking, and technical troubleshooting.Flat hierarchy, transparent communication, and a supportive team culture.Competitive salary, benefits, and opportunities for growth within the company.This is below additional information sharing for your better understanding & preparationSummary: Hiring Needs for Customer Success Engineer ,Talkingshop1. Role Overview

The Customer Success Engineer will play a hybrid role,bridging technical product support and customer onboarding. This person will be responsible for addressing technical queries, helping customers onboard smoothly, and supporting users who may not be tech-savvy, particularly in Hindi-speaking regions.

2. Key Responsibilities

• Handle platform-related queries, e.g.:
  

• “Where do I upload my product catalog?”
  

• “Which API do I use to integrate a specific feature with Shopify?”
  

• Support the onboarding process for new customers on the Talkinshop platform.
  

• Explain product features and technical solutions clearly and simply, avoiding jargon.
  

• Troubleshoot issues, guide users step-by-step, and resolve tech-related glitches.
  

• Assist with understanding and using tools like Meta Business Suite and other platform integrations.
  

• Communicate efficiently and patiently with retailers and small business owners.
  

3. Required Skills & Competencies

• Fluent in Hindi and English (must-have): The customer base right now is predominantly Hindi-speaking, particularly in Tier 2, 3, and 4 cities in Maharashtra and North India.
  

• Strong communication skills: Able to simplify complex topics and explain without confusion.
  

• Basic technical knowledge:
  

• Understanding of APIs, client-server architecture.
  

• Familiarity with tools like Meta Business Suite, e-commerce platforms, catalogue uploads.
  

• Ability to assess feasibility of tech integrations.
  

• Customer-centric mindset:
  

• Friendly, approachable, and likeable personality.
  

• High level of patience and empathy, especially when handling repetitive or basic questions.
  

• Debugging and troubleshooting: Should be able to help with product flows and resolve issues efficiently.
  

4. Desired Experience

• 1–4 years in Tech Support, Customer Experience, or Customer Success roles, ideally in a product-based company.
  

• Preferably from domains such as:
  

• Fitness and wellness apps
  

• Finance/taxation software (e.g., QuickBooks)
  

• Retail-tech or SaaS platforms for small businesses
  

• Should have worked with non-tech-savvy users or small business owners.
  

5. Target User Profile

• As of now the leads are coming for Retailers and business owners from Tier 2/3/4 cities, primarily in Maharashtra and North India.
  

• Often not tech-savvy, requiring more hand-holding during onboarding and usage.
  

• Curious about how the platform adds business value, with frequent questions about features.
  

6. Sourcing Suggestions

• Look for candidates currently in customer/tech support roles in product companies targeting a similar customer segment.
  

• Focus sourcing efforts in Pune, Maharashtra, North India.
  

Suggested Filters for Meenakshi:

• Job Titles: Customer Support Engineer, Customer Success Specialist, Tech Support, Product Support Associate.
  

• Industries: E-commerce, Fintech, Retail SaaS, CRM platforms, Marketing Tools, D2C enablement platforms.
  

• Location: Pune, Mumbai, Delhi NCR, candidates open to relocating.
  

• Languages: Hindi-fluent, English-proficient.
  

Personality Traits

• Smart and a quick learner ,especially of new tools like Meta Business Suite.