Customer Success Specialist

Job Title: Customer Success Executive – B2C Segment (Post-Sales)

Company: NOT Drones Innovations Pvt. Ltd.

Location: Ahmedabad, Gujarat

Experience: 2 to 5 Years

At NOT Drones Innovations Pvt. Ltd., we’re pioneering the future of aerial robotics with drones that are proudly Made in India, engineered for performance, serviceability, and innovation. As we expand our B2C product base, we’re looking for a Customer Success Executive to ensure each drone buyer has a smooth, informed, and delightful post-purchase journey.

Key Responsibilities

• Serve as the primary contact for customers after purchase, ensuring a positive onboarding experience.
• Guide customers on product setup, usage best practices, safety, maintenance, and feature walkthroughs.
• Resolve customer queries through ticketing tools like Freshdesk, Perplexity Software, or similar platforms.
• Coordinate with internal teams (Technical Support, R&D, and Logistics) to ensure timely resolution of issues.
• Monitor customer satisfaction and proactively engage to reduce churn and improve retention.
• Provide educational content (FAQs, video guides, how-to documents) and conduct virtual or in-person sessions as needed.
• Track customer feedback, identify product improvement areas, and share insights with the product team.
• Maintain detailed records of customer interactions in the CRM (HubSpot or equivalent).

Requirements:

• 3 to 5 years of experience in Customer Success, Support, or Client Servicing, preferably in a tech hardware, electronics, or drone/IoT startup.
• Strong understanding of customer onboarding and support lifecycle in a B2C environment.
• Familiarity with CRM (HubSpot) and ticketing systems (Freshdesk, Perplexity Software).
• Excellent communication skills (verbal & written), with a calm, solution-oriented approach.
• Tech-savvy with the ability to explain hardware usage and troubleshoot common issues.
• Bachelor's degree in Engineering, Business, or a related field is preferred.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹40,000.00 per month

Schedule:

• Day shift

Application Question(s):

• What is your current compensation and expected CTC?
• Are you comfortable with the work location?
• What is your official notice period?

Work Location: In person