Customer Success Manager

About the Role

We’re looking for a highly hands-on and action-oriented people to join our Customer Experience team. This role will be at the heart of improving how we support our users—by analyzing support ticket data, identifying recurring friction points, and designing scalable and efficient processes and system flows.

You’ll work cross-functionally with CX, Product, Tech, and Operations teams to drive real change in how we deliver delightful experiences at scale.

Key Responsibiliti

• esAnalyze support ticket data and customer feedback to identify pain points, inefficiencies, and recurring issue
• s.Translate insights into structured problem statements and design effective process and system flows to address th
• emBuild new processes from scratch and re-engineer existing ones to improve efficiency, resolution times, and customer satisfacti
• onCreate clear documentation – process maps, SOPs, decision trees, automation briefs, e
• tcCollaborate closely with CX agents, operations, product managers, and tech teams to implement process improvemen
• tsDrive execution with a strong bias for action – own projects end-to-end and track impact through KP
• IsBring in a continuous improvement mindset – run pilots, gather feedback, and iterate quick
• lyEnsure standardization and adherence to best practices across the customer support functi

o

n.What We’re Looking

• For2–4 years of experience in process improvement, CX operations, or business analysis ro
• lesStrong analytical skills – comfort working with support data, dashboards, and Excel/She
• etsExperience building process flows (e.g., Lucidchart, Whimsical, Miro) and SOP documentat
• ionAdept in platforms like Kapture, Freshdesk is a good to have. Should be able to build automations for CS Age
• ntsExcellent communication and stakeholder management skills – you can drive alignment and act
• ionHands-on approach with a strong sense of ownership and execut
• ionPrior experience working in high-growth startups or tech-enabled service environments is a p
• lusExposure to tools like Freshdesk, Zendesk, or CRM systems is a bo

nusWhy Jo

• in UsYou'll play a pivotal role in shaping the way we support and delight our u
• sers.Opportunity to work at the intersection of CX, tech, and ops in a fast-moving com
• pany.A flat structure, high ownership, and the freedom to take initiative and make an im