Customer Success Operations

Role Description

Full Time/Part Time: Fixed Term

Location: Bangalore (Hybrid)

The Customer Success Operations (CS Ops) team plays a crucial role in enabling this by driving operational efficiency, managing customer tickets, maintaining systems and tools, and supporting Customer Success Managers (CSMs) in delivering a seamless customer experience.

Key Responsibilities:

• Manage and triage customer tickets (bugs, tasks, and queries) through ticketing platforms, ensuring adherence to SLAs and timely first responses.
• Monitor and improve customer satisfaction by leveraging tools such as transactional NPS and CSAT.
• Write scripts to automate frequent activities to support client use cases
• Ensure consistent use and adoption of ticketing systems across customer accounts to enable structured and scalable support processes.
• Collaborate closely with Product and Engineering teams using tools like Jira to escalate, track, and resolve recurring product issues.
• Build and maintain dashboards and reports (using tools like Zoho Desk, JIRA, or Excel) to monitor Customer Success performance and internal OKRs.
• Contribute to a centralized knowledge base by developing support documentation, FAQs, and DIY resources to promote customer self-service and reduce ticket volume.
• Identify recurring issues and work with cross-functional teams to implement long-term solutions or automation to reduce manual intervention.

Qualifications:

Required (2-4 Years):

• 2+ years of experience in Customer Success Operations, Support Operations, Revenue Operations, or related roles.
• Strong data analysis and reporting skills (Excel, SQL, or business intelligence tools like Sisense etc.).
• Hands-on experience with ticketing platforms (Zoho Desk preferred) and customer support tools.
• Strong organizational skills with a problem-solving mindset and process improvement orientation.
• Excellent verbal and written communication skills, with the ability to work cross-functionally.

Preferred:

• Experience in the Agri-Tech or SaaS industry.
• Exposure to automation tools or workflow automation within support operations.