Customer Support (US Market)

Job Role:

Illumine - Powered by Purpose

Illumine is a leading childcare management platform that simplifies administrative and communication tasks for preschools and daycare centers. By integrating features like attendance tracking, billing, parent communication, and lesson planning into a single intuitive interface, Illumine empowers educators to focus on nurturing young minds.

Headquartered in the United States, Illumine has a growing international footprint with operations in Bengaluru (India), the UAE, Singapore, and Malaysia. With a strong commitment to innovation and a user-first approach, Illumine is transforming early education through smart technology and seamless digital experiences

Your Role in Our Story

We are seeking a Customer Success Specialist with 1 to 2 years of professional experience in customer-facing roles, ideally within SaaS or tech-based industries. This is a post-sales role involving a mix of onboarding, customer training, real-time support, and account health monitoring.

You will be responsible for guiding new clients through the onboarding process, delivering comprehensive training, and supporting them post-implementation. Your role will also include monitoring usage, proactively engaging with customers to ensure they are getting maximum value from the platform, and identifying any accounts that may be at risk of churn.

This position is ideal for someone who is proactive, professional, and has prior experience working with U.S. clients. The role requires night shift availability and a willingness to occasionally extend hours or work on weekends, if necessary, to ensure high-quality customer experience.

• Conduct onboarding and training sessions for new clients post-sales.
• Offer ongoing support to customers, resolving operational or technical queries promptly and effectively.
• Ensure client accounts are actively used and that customers are engaged with the platform features.
• Monitor account activity and highlight any signs of inactivity or dissatisfaction to mitigate churn risk.
• Troubleshoot issues and communicate resolutions clearly and professionally.
• Collaborate with internal teams - product, engineering, and sales, to close feedback loops and improve user experience.
• Maintain detailed documentation of customer interactions and recurring issues
• Be available to to urgent client needs during night shifts or weekends if required

We’d Love to See you superpowers

• 1 to 2 years of experience in customer success, onboarding, or customer support roles—please apply only if your experience aligns.
• Prior experience supporting U.S. or international clients.
• Excellent English communication skills—written and verbal.
• Strong professionalism, patience, and a customer-first mindset.
• Proficient with CRM, support tools, and ticketing systems.
• Good with Microsoft Excel—able to manage and analyze client data as needed.
• Ability to manage multiple client interactions in a fast-paced environment.
• Willingness to work night shifts and occasionally during weekends as per business needs.
• Experience in SaaS, EdTech, or a tech-based product support environment is preferred.

Location

Powered by People, Backed by Perks

• Competitive salary
• Flexible working hours
• Collaborative and inclusive workspace
• Opportunities for Growth & Impact
• Enjoy opportunities to grow and make a real impact on our brand.
• Work in a supportive environment where your ideas and skills are valued.