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Job Overview As a Customer Success Specialist at Zomunk, your core mission is to prioritise user satisfaction and support our goal of delivering a world-class experience. You’ll serve as the voice of our brand, assisting users with queries, solving issues, and ensuring they unlock the full value of our curated international flight deals. This role goes beyond support—you’ll also shape the future of how we engage with users by creating smarter chatbot flows, improving communication processes, and managing customer-facing channels. Your ability to communicate empathetically, problem-solve creatively, and build scalable systems will be key. Key Responsibilities Provide timely, thoughtful, and friendly customer support via calls, emails, and social media DMs. Assist users with platform navigation, account troubleshooting, and Zomunk Premium subscription support. Conduct feedback calls with Premium users to understand pain points and improve satisfaction. Use your travel industry knowledge to assist users with queries about flights, routes, and curated deals. Proactively identify, investigate, and resolve recurring customer issues to ensure a seamless experience. Collaborate with internal teams to report insights, inform product improvements, and advocate for user needs. Design and optimise chatbot flows for faster query resolution. Document processes, write FAQs, create Help Center articles, and develop playbooks for improved customer self-service. Be the channel owner for all support touchpoints—ensure our tone, speed, and service levels are consistent across platforms. Contribute ideas and strategies for streamlining support processes, reducing manual work, and enhancing overall CS efficiency. Qualifications Strong communication skills—both written and verbal—with a friendly, empathetic tone. Prior experience in customer support/success roles, ideally in startups or fast-paced environments. Deep problem-solving mindset with a passion for delivering exceptional user experiences. Strong organisational skills; ability to multi-task and prioritise under pressure. Familiarity with flight search tools (Google Flights, Skyscanner, etc.) and general travel industry knowledge. Positive attitude and genuine commitment to solving customer problems thoughtfully. Why Join Zomunk? Work at the intersection of travel and tech in one of India's most exciting early-stage startups. A chance to build from 0 to 1—your input will shape how Zomunk delivers value to thousands of travellers. Competitive salary and growth opportunities. Collaborative, flexible work culture built on trust, impact, and ownership. Show more Show less
