Customer Success Engineer

About: AtLocus, we areredefining logistics decision-makingwith deep-tech solutions that drive efficiency, consistency, and transparency across industries like retail and FMCG/CPG.Founded in 2015byNishith Rastogi andGeet Garg, Locus has evolved from a women's safety geo-tracking app into aglobally recognized logistics optimization platform.

Our technology has empowered enterprises such as Unilever and Nestle to executeover a billion deliveriesacross 30+ countries. Guided by our commitment toinnovationand sustainable growth, we transform complex supply chains intostrategic growth enablers. Join us at Locus and be part of a team shaping the future of global logistics.

Job Overview:

About the role

Are you a customer support champion who is passionate about bringing value to customers needs Do you believe you could enhance our customer experience to deliver delightful experiences Do you believe you can be the voice of the customer and communicate customer feedback to the management team If you're answering yes, you are the person we are looking for.

Roles and Responsibilities:

• Interacting with customers using email services to resolve complex support and various other account management functions.

• Communicate complex technical topics in clearly understandable written and spoken English with customers over tickets, calls, etc

• Troubleshoot and help solve inbound customer inquiries, while providing exceptional service experiences along the way.

• Become an expert on the Locus platform and help educate customers on best practices.

• Investigate & escalate any critical issues to relevant stakeholders across the organisation

• Work closely with the Customer Success team to keep them informed of all important customer interactions

• Contribute to our Help Centre articles and curate existing content to ensure customers are aware and have access to self-serve content

• Analyze. You will analyze SLAs, response times, and open tickets and apply your findings to develop an effective and workable framework for managing and improving customer support.

• Strategize. You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis. You will develop and improve the ticket processes to ensure free-flowing resolution, escalation, and information within the organization.

• Execute on team initiatives to improve internal processes and our customer experience as a whole.

Who would fit the role

• 2-4 years in a customer-facing product support business.

• Must be fluent in reading, writing, and speaking English

• Must have excellent knowledge of business writing, grammar, and mechanics used in speaking and writing with customers and co-workers

• Demonstrable problem-solving and troubleshooting skills, logical thought process.

• Good technical aptitude to ramp up on technical and business concepts.

• Good to have an understanding of SaaS products or the logistics tech industry.

• Should know how to work on Excel

• Supporting clients 24/7, thus hours of work may vary

• Should be comfortable working under night shifts, and during weekends, as the role requires working under the North America timezone

• Knowing the Spanish language is a plus

What you should look forward to:

• At Locus, every member is an owner and a leader, no matter which team or Function they represent. We believe that you are excited about the potential to make an impact in Last mile deliveries through technology and the prospect of creating a legacy that outlasts you!

• The biggest joy of working at Locus, for all of us, comes from the opportunity to create value each day, and experience autonomy in all we do.