Junior Executive - Customer Success

Company Profile:

Frontlyne is an Enterprise SAAS Solution built for the Retail Industry. It is a one-stop solution for digitising Learning, Training, Operations, and Sales Incentives for retail frontline employees. The founders of Frontlyne are passionate about learning and technology. They have been teachers in the past and have an educational background in EdTech and Psychology from Tier 1 Universities. 

What we’re looking for:

We are seeking a skilled and motivated Customer Support Executive with a strong technical understanding of SaaS products and excellent interpersonal abilities. The ideal candidate should possess hands-on experience in support tools, demonstrate a customer-first mindset, and efficiently manage client queries while maintaining high service standards.

Job Responsibilities:

• Resolve assigned customer tickets independently while ensuring adherence to defined Turnaround Time (TAT).
• Maintain a consistently quick First Response Time (FRT) for all customer interactions.
• Provide timely updates to clients on ticket status and resolution timelines to ensure transparency.
• Connect with customers via email or phone to understand and resolve issues effectively.
• Collaborate with internal teams to troubleshoot and resolve platform-related concerns.
• Update and maintain Knowledge Base documentation with clear and accurate information.
• Perform routine tasks such as license count validation and usage tracking as per schedule.
• Share weekly progress and status reports with internal stakeholders and area heads.
• Participate in daily update meetings to align with the support and product teams.
• Identify recurring issues or feature gaps and communicate them proactively to the product team.
• Drive customer engagement and platform adoption through effective education and guidance.
• Attend product training sessions to enhance technical knowledge and stay updated on feature enhancements.

Experience: 2 or 5 Years

Joining Date:

Education Background:

CTC:

Skills and Knowledge:

• SaaS product expertise with a strong understanding of product workflows, key features, and integrations.
• Experience using CRM and support tools such as Zendesk, Freshdesk, or HelpScout for ticket management.
• Proficiency in handling, prioritising, and closing customer tickets within defined SLAs.
• Ability to identify and resolve basic technical issues related to user access, configuration, and product functionality.
• Comfortable using Excel or Google Sheets for data tracking, reporting, and analysis.
• Strong documentation discipline to maintain clear and structured customer interaction records.
• Experience in creating, updating, and organising Knowledge Base or support documentation.
• Excellent written and verbal communication skills with a clear, positive, and empathetic tone.
• Ability to listen actively, understand issues thoroughly, and propose effective solutions.
• Analytical mindset with strong problem-solving abilities.
• Adaptability to new systems, workflows, and customer environments.
• Collaborative approach while working with internal and external stakeholders.
• Efficient time management and the ability to handle multiple priorities simultaneously.
• Sense of ownership and accountability in resolving customer concerns.
• Professionalism in managing challenging customer interactions with composure.
• Customer-centric attitude focused on ensuring satisfaction and building trust through every interaction.