Operations Executive

About ZapUp

ZapUp is a SaaS automation platform that simplifies customer communication, marketing, and operations through WhatsApp automation, chatbots, and workflow integrations.
We help D2C brands and SMBs automate customer journeys, generate sales, and scale efficiently — without complexity.

ZapUp is part of Perky.ai, a fast-growing tech ecosystem enabling digital transformation through AI-driven solutions.

Role: Operations Executive (SDR & Customer Onboarding Support)

We are looking for a proactive and detail-oriented Operations Executive to manage day-to-day activities across sales outreach, enquiry handling, customer onboarding, and support coordination.

This role ensures smooth internal execution — from handling new leads and responding to enquiries, to managing onboarding tasks and updating CRM records accurately.
If you enjoy structured processes, quick follow-ups, and supporting customers and internal teams, this role is for you.

Key Responsibilities1. Lead / Enquiry Handling (SDR Support)

• Manage inbound enquiries from WhatsApp, website, email, and CRM.
• Respond to leads promptly and ensure they are routed to the right team member.
• Share product information and basic demos when required.
• Follow up with prospects to schedule meetings for the Sales team.

2. Customer Onboarding Coordination

• Guide new customers through onboarding and initial setup.
• Ensure activation tasks (API setup, template approvals, chatbot setup) are completed on time.
• Maintain onboarding checklists and track progress for every customer.
• Support customers with basic training, documentation, and resources.

3. Daily Operational Execution

• Monitor WhatsApp messages, calls, and emails for timely response and closure.
• Maintain CRM hygiene — update lead status, follow-ups, notes, and tasks.
• Track pending action items for internal teams and ensure closure.
• Update onboarding / follow-up dashboards and trackers regularly.

4. Process Documentation & Quality

• Ensure every communication follows ZapUp’s tone and standards.
• Maintain templates, SOPs, scripts, and knowledge base materials.
• Report recurring issues or customer feedback to the operations head.

5. Reporting & Performance Tracking

• Prepare daily and weekly reports for:
• Lead enquiries & follow-ups completed
• Onboarding progress status
• Response SLAs and pending tasks
• Flag bottlenecks early and propose improvements.

Requirements

• 1–3 years of experience in operations, customer support, SDR support, or onboarding (preferably SaaS / tech).
• Strong communication skills (written & verbal).
• Good understanding of CRM or task management tools (HubSpot / Zoho / Notion / ClickUp / etc.).
• Comfortable working with structured checklists, KPIs, and process flows.
• Highly organized, detail-oriented, and proactive.

Preferred Skills

• Experience handling WhatsApp-based customer communication.
• Exposure to SaaS onboarding or support processes.
• Ability to create SOPs, templates, and documentation.

Key KPIs

• Lead response time
• Meeting/demo scheduling rate
• Customer onboarding completion within defined timeline
• CRM accuracy and task completion rate
• Customer satisfaction (CSAT/NPS during onboarding)

What You’ll Get

• Competitive salary + performance incentives
• Opportunity to grow into Operations / Customer Success / SDR Manager roles
• Work closely with the founding & leadership team
• Fast-paced learning with high ownership and growth opportunities
• Flexible work setup (remote / hybrid)

Job Types: Full-time, Permanent

Pay: ₹12,000.00 - ₹22,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Team management: 2 years (Required)

Work Location: In person