Customer Success Executive

About The Company

Voxvalley Technologies

CPaaS

UCaaS

eSIM

operators, MVNOs, enterprises, and aggregators

to redefine communication through intelligent, white-label SaaS platforms

About The Role

Customer Success Executive

CPaaS

eSIM

mobile applications

Key Responsibilities

• Act as the primary point of contact for onboarding and customer lifecycle management.
• Conduct product demos and assist clients through setup and activation of CPaaS and eSIM platforms.
• Respond to user queries via chat, email, company-managed messaging platforms, and voice calls with empathy and clarity. Do not request, collect, or share personal phone numbers, personal messaging (e.g., personal WhatsApp) contacts, or external URLs — all customer and candidate communications must occur through official company channels.
• Troubleshoot app setup, call quality, and product usage issues.
• Create, update, and manage support tickets using Freshdesk, ensuring smooth and timely resolution.
• Triage and escalate unresolved issues to L2/L3 teams via Jira, maintaining follow-up until closure.
• Track customer satisfaction and engagement metrics, ensuring proactive support.
• Contribute to FAQs, how-to guides, and internal knowledge base updates.
• Collect feedback and relay insights to the product team to enhance customer experience.
  

Desired Skills & Experience

• 1–3 years in Customer Success, Client Servicing, or Technical Support (preferably SaaS, Telecom, or IT).
• Excellent communication and interpersonal skills (English proficiency required; Hindi/regional languages a plus).
• Hands-on experience with Freshdesk, Jira, or CRM/ticketing systems.
• Basic technical understanding of mobile apps, VoIP, or telecom platforms.
• Strong sense of ownership — focused on customer satisfaction, not just ticket resolution.
• Positive attitude, strong analytical mindset, and the ability to manage multiple clients efficiently.
  

What We Offer

• Competitive salary + performance incentives.
• Health and accident insurance.
• Exposure to global telecom products and clients.
• A fast-paced, collaborative, and growth-oriented environment.
• Continuous learning through real-world SaaS and telecom innovation.
  

Performance KPIs

• Customer Onboarding Completion Time
• Customer Satisfaction (CSAT/NPS) Scores
• First Response & Resolution Time
• Customer Retention and Renewal Rate
• Quality of Internal Documentation / Knowledge Base Contribution