1616 Zendesk Jobs - Page 10

Who We're Looking For: We’re seeking a proactive and detail-oriented HRIS Analyst with hands-on experience in Workday Recruiting to join our team. You’ll play a key role in shaping our recruiting systems and processes to ensure a seamless experience for candidates, recruiters, and hiring managers. If you’re passionate about improving workflows and enjoy digging into system details to drive efficiency, we want to hear from you! Experience with Workday Talent & Performance is a plus. What You'll Be Doing Acting as a functional expert for Workday Recruiting, supporting key recruiting business processes, reports, and related system functionality Providing end-user functional support, troubleshooting, and issue resolution Managing multiple projects while effectively balancing timelines and stakeholder expectations Supporting the HRIS Recruiting Lead in evaluating and recommending system improvements Providing periodic support on HRIS initiatives across multiple Workday modules Required Qualifications 3–4 years of Workday configuration/ implementation experience Minimum of 2 years of hands-on experience with Workday Recruiting module/ instance Experience configuring Workday, including business processes, reports, calculated fields, condition rules, and Workday Docs Demonstrated ability to translate business needs into clear, detailed requirements and documentation Proven track record of developing and executing test scripts, including leading user acceptance testing (UAT) Strong communication and time management skills, with a focus on driving results through cross-functional teamwork What Will Set You Apart Naturally curious and solutions-driven, with a history of taking ownership and driving tasks forward with minimal direction Experience with Workday Talent & Performance modules (e.g., Talent Calibration, Performance Reviews) Advanced Workday reporting skills Deep understanding of talent acquisition workflows and processes Please note that Zendesk can only hire candidates who are physically located and plan to work from Pune, Maharashtra. Please refer to the location posted on the requisition for where this role is based. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Who We're Looking For: We’re seeking a proactive and detail-oriented HRIS Analyst with hands-on experience in Workday Recruiting to join our team. You’ll play a key role in shaping our recruiting systems and processes to ensure a seamless experience for candidates, recruiters, and hiring managers. If you’re passionate about improving workflows and enjoy digging into system details to drive efficiency, we want to hear from you! Experience with Workday Talent & Performance is a plus. What You'll Be Doing Acting as a functional expert for Workday Recruiting, supporting key recruiting business processes, reports, and related system functionality Providing end-user functional support, troubleshooting, and issue resolution Managing multiple projects while effectively balancing timelines and stakeholder expectations Supporting the HRIS Recruiting Lead in evaluating and recommending system improvements Providing periodic support on HRIS initiatives across multiple Workday modules Required Qualifications 3–4 years of Workday configuration/ implementation experience. Minimum of 2 years of hands-on experience with Workday Recruiting module/ instance Experience configuring Workday, including business processes, reports, calculated fields, condition rules, and Workday Docs Demonstrated ability to translate business needs into clear, detailed requirements and documentation Proven track record of developing and executing test scripts, including leading user acceptance testing (UAT) Strong communication and time management skills, with a focus on driving results through cross-functional teamwork What Will Set You Apart Naturally curious and solutions-driven, with a history of taking ownership and driving tasks forward with minimal direction Experience with Workday Talent & Performance modules (e.g., Talent Calibration, Performance Reviews) Advanced Workday reporting skills Deep understanding of talent acquisition workflows and processes Note: We are only able to hire candidates who are currently living in Maharashtra. Those living outside of Maharashtra must be willing to relocate and work from Pune, Maharashtra. Please note that Zendesk can only hire candidates who are physically located and plan to work from Pune, Maharashtra. Please refer to the location posted on the requisition for where this role is based. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

The CoinDCX journey: building tomorrow, today At CoinDCX, we believe ‘CHANGE STARTS TOGETHER’. You are the driving force that will help us make Web3 accessible to all. In the last six years, we have skyrocketed from being India’s first crypto unicorn to carrying a community of over 125 million with us. To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies. While we go ahead and keep dominating the Web3 world, we would like to HODL you on our team! Join our team of passionate innovators who are breaking barriers and building the future of Web3. Together, we will make the complex simple, the inaccessible accessible, and the impossible possible. Boost your innovation to an ALL TIME HIGH with us! Inside CoinDCX’s Customer Success Team Our Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance. If you’re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates. You need to be a HODLer of these Bachelor's degree in a relevant field such as business administration. Proven experience as a consultant, preferably in the customer experience management space. In-depth knowledge of the CRM platforms such as Zendesk, Freshworks, Sprinklr platform, including its features, functionalities, and best practices. Strong analytical skills with the ability to interpret complex data and derive actionable insights. Excellent communication and interpersonal skills, with the ability to build rapport and establish strong client relationships. Well versed with Programme management skills & shall be able to create process flows using new age tools Strong problem-solving abilities, with a focus on delivering innovative solutions to clients' challenges. Ability to work independently and manage multiple client engagements simultaneously, while meeting deadlines. Flexibility and adaptability to thrive in a fast-paced, dynamic environment. Knowledge of other social media management tools and platforms is a plus. You will be mining through these tasks Collaborate with internal stakeholders to understand their business objectives and develop customized strategies to leverage the platform effectively. Improve customer journey by reducing customer effort, number of interactions & works with CS head to being agent efficiency using the CRM workflows Responsible for driving process improvements within the guard rails of cost, quality, speed, reliability & experience Manage CX support teams namely Project management, Training & quality Will be responsible for usage of customer facing FAQ usage - Update the content & resolution to be managed Drive & implemented CRM platform integrations like Zendesk, Freshworks, Sprinklr etc Manage relationship with CRM partners like Zendesk, Freshworks, Sprinklr etc & is capable of managing changes with respect to workflows Conduct regular performance analysis and reporting to track the effectiveness of social media campaigns, identify areas for improvement, and make data-driven recommendations. Train and educate clients on the effective use of the platform, empowering them to maximize its potential and achieve their business goals. Stay up to date with the latest industry trends, best practices, and innovations in social media and customer experience management. Collaborate with cross-functional teams, including sales, marketing, and technical experts, to deliver exceptional service and exceed client expectations. Are you the one? Our missing block You are knowledge-hungry when it comes to VDA and Web3, always eager to dive deeper and stay ahead in this evolving space. The world of Web3 and VDA excites you, fueling your curiosity and driving you to explore new opportunities within this dynamic landscape. You act like an owner, constantly striving for excellence, impact, and tangible results in everything you do. You embrace a ‘We over Me’ mindset, growing individually while fostering the growth of those around you. Change is your catalyst, igniting your passion to build and innovate. You think outside the box, unbound by limitations or doubt, always pushing the boundaries of what’s possible. Perks That Empower You Our benefits are designed to make a lasting impact on your life, giving you the freedom to create a work-life balance that truly suits you. Design Your Own Benefit: Tailor your perk package to fit your unique needs. Whether you’re eyeing a new gadget or welcoming a furry friend into your life, our flexible benefits ensure that you can prioritize what matters most to you. Unlimited Wellness Leaves: We believe in the power of well-being. Take the time you need to recharge, knowing that your health is our priority. With unlimited wellness leaves, you can return refreshed, ready to build and grow. Mental Wellness Support: Your mental health is as important as your professional growth. Benefit from access to health experts, free counseling sessions, monthly wellness workshops, and regular team outings, all designed to help you stay balanced and connected. Bi-Weekly Learning Sessions: These sessions are more than just updates—they’re opportunities to fuel your growth. Stay ahead with the latest industry knowledge, sharpen your skills, and accelerate your career in an ever-evolving landscape.

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. DisciplineBrand & Marketing Role TypeMarketing Automation The opportunity We are looking for Marketing Automation Senior Associate who will be responsible for performing the activities related to Brand Marketing and Communications. This individual will support projects involving tactical execution of campaigns end to end, process improvements and educating users on campaign best practices. Must have experience with supporting email marketing campaigns and using various digital marketing tools with a strong interest in data management and analytics. Your key responsibilities Tactical execution of Marketing Automation campaigns with varying complexities and sizes Experience with supporting email marketing campaigns and using various digital marketing tools, Marketo knowledge is a must Coordinate and liaise with internal and external stakeholders to ensure all relevant content, assets and target audience parameters are received for campaign execution Provide project support to all MarTech team members throughout the various stages of the project, including testing use cases Regular reporting to key stakeholders on the performance of marketing automation campaigns and suggest on improvement avenues that is backed by data Support process improvements and educate users on campaign best practices Standardization and documentation of technical processes using our internal systems Able to define and document the functional and technical requirements for executing (developing, deploying, managing, tracking, and measuring) the automated campaigns Act as a brand champion, ensuring that all external campaigns and online content support the firm’s brand and business strategy and compliant to risk and quality safeguards set by EY Work towards organizational objectives along with stakeholders’ project Skills and attributes for success Analytical thinking Data-Driven Decision Making Audience Segmentations and targeting Stakeholder management Troubleshooting Familiarity with Agile planning and Agile project management skills To qualify for the role, you must have Any university degree or college diploma in Digital Marketing or a related field. Understanding of Digital Marketing eco-system and marketing automation Experience in Marketing Automation campaign configuration Min. 5 years of experience, and min. 3 years with Marketo Ability to translate business needs into technical solutions in MA platform. Adherence to data compliance policies (such as GDPR, CANSPAM) is a must. Specialist knows his customer journeys well-enough to identify every possible opportunity or data breach and the need for appropriate security and get measures in place to safeguard it. Ideally, you’ll also have Strong interest in data management and analytics Storytelling and consulting skills Attention to detail Organized, self-starter who can collaborate with the team, and excel in a fast-paced corporate environment. While being able to manage multiple priorities and deadlines. Having Marketo Engage Expert certification is plus Technologies and Tools Marketo or any other Marketing Automation platform Workflow management tools e.g.: Jira/Azure boards/Wrike/Zendesk/Workfront etc Microsoft Office SharePoint Working knowledge of HTML, CSS, and scripting What we look for Marketing Automation acumen Strong team contributor Ready to learn and adapt Problem solving skills Stakeholder management Effective communication What we offer EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career. Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. Success, as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs. Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. Marketing Automation Associate The opportunity We are looking for Marketing Automation Associate who will be responsible for performing the activities related to Brand Marketing and Communications. This individual will support projects involving tactical execution of campaigns end to end, process improvements and educating users on campaign best practices. Must have experience with supporting email marketing campaigns and using various digital marketing tools with a strong interest in data management and analytics. Your key responsibilities Build and execute Marketing Automation campaigns with varying complexities and sizes. Coordinate and liaise with internal and external stakeholders to ensure all relevant content, assets and target audience parameters are received for campaign execution. Work with BMC Products support team to have new contacts added to Marketo system Regular reporting to key stakeholders on the performance of marketing automation campaigns Provide project support to team members throughout the various stages of the project, including testing Ensure that system updates and new governance are communicated, understood, and followed by key stakeholders Act as a brand champion, ensuring that all external campaigns and online content support the firm’s brand and business strategy and compliant to risk and quality safeguards set by EY. Must ensure adherence to EYs data privacy policies, processes, and regulatory and legislative requirements. Skills and attributes for success Experience with marketing automation platform preferably in Adobe Marketo Engage Effective problem solving Analytics and Insight tracking of automated marketing program performance Familiarity with Agile planning and Agile project management skills Proficient communication, verbally or writer and storytelling to conceptualize solutions and comfortably present to internal Basic knowledge on Microsoft Office suite, especially Excel and Microsoft SharePoint To qualify for the role, you must have A university degree or college diploma in Digital Marketing or a related field. Min. 1 year of experience with Marketo Experience in Marketing Automation campaign configuration Ability to review processes and make suggestions for automation. Ability to translate business needs into technical solutions in MA platform. Ideally, you’ll also have Strong interest in data management and analytics Analytics and basic consulting skill Attention to detail Having Adobe Marketo Engage Expert certification is plus Technologies and Tools Adobe Marketo Engage or related marketing automation tool experience Working knowledge of HTML, CSS, and scripting Microsoft Office suite, especially Excel and Microsoft SharePoint Workflow management tools e.g.: Jira/Azure boards/Wrike/Zendesk/Workfront What we look for Stakeholder management Effective Communications Adaptability and learning acumen Marketing automation accumen What we offer EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career. Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. (Example) Success, as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs. Diverse and inclusive culture : You’ll be embraced for who you are and empowered to use your voice to help others find theirs. EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Job Description: We are looking for a dedicated and customer-centric Customer Support Associate to join our support team. The ideal candidate will have prior experience handling inbound/outbound calls as well as chat/email support, ensuring high-quality service across all communication channels. Key Responsibilities: Handle customer queries via calls, chat, and emails in a timely and professional manner. Maintain a positive, empathetic, and professional attitude toward customers at all times. Identify and assess customers' needs to achieve satisfaction. Provide accurate, valid, and complete information by using the right tools and resources. Follow communication procedures, guidelines, and policies. Escalate unresolved issues to the appropriate teams. Maintain detailed records of customer interactions, comments, and complaints. Meet performance benchmarks such as response time, resolution rate, and customer satisfaction scores. Requirements: Minimum 1 year of experience in customer support (voice + non-voice). Strong verbal and written communication skills in English (regional language proficiency is a plus). Ability to multitask, prioritize, and manage time effectively. Familiarity with CRM systems, support tools, and ticketing platforms (e.g., Freshdesk, Zendesk, etc.). Flexible to work in shifts, including weekends and holidays if required. A calm, patient, and empathetic approach to dealing with frustrated customers Job Type: Full-time Pay: ₹25,000.00 - ₹40,000.00 per month Benefits: Health insurance Language: English (Preferred) Location: Hauz Khas, Delhi, Delhi (Preferred) Work Location: In person

Job Description: We are looking for a dedicated and customer-centric Customer Support Associate to join our support team. The ideal candidate will have prior experience handling inbound/outbound calls as well as chat/email support, ensuring high-quality service across all communication channels. Key Responsibilities: Handle customer queries via calls, chat, and emails in a timely and professional manner. Maintain a positive, empathetic, and professional attitude toward customers at all times. Identify and assess customers' needs to achieve satisfaction. Provide accurate, valid, and complete information by using the right tools and resources. Follow communication procedures, guidelines, and policies. Escalate unresolved issues to the appropriate teams. Maintain detailed records of customer interactions, comments, and complaints. Meet performance benchmarks such as response time, resolution rate, and customer satisfaction scores. Requirements: Minimum 1 year of experience in customer support (voice + non-voice). Strong verbal and written communication skills in English (regional language proficiency is a plus). Ability to multitask, prioritize, and manage time effectively. Familiarity with CRM systems, support tools, and ticketing platforms (e.g., Freshdesk, Zendesk, etc.). Flexible to work in shifts, including weekends and holidays if required. A calm, patient, and empathetic approach to dealing with frustrated customers Job Type: Full-time Pay: ₹25,000.00 - ₹40,000.00 per month Benefits: Health insurance Language: English (Required) Location: Delhi, Delhi (Required) Work Location: In person

Requisition Id : 1571173 As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom. At EY, we don't just focus on who you are now, but who you can become. We believe that it’s your career and ‘It’s yours to build’ which means potential here is limitless and we'll provide you with motivating and fulfilling experiences throughout your career to help you on the path to becoming your best professional self. The opportunity : Project Consultant-NAT-PAS WKFA-CNS - PC - Workforce Advisory - Gurgaon Your key responsibilities Technical Excellence Basic Computer Skills Proficiency in Microsoft Office (Word, Excel, PowerPoint) or similar office software. Ability to navigate and operate various customer relationship management (CRM) software systems (e.g., Salesforce, Zendesk, Freshdesk). Familiarity with email platforms and chat support software. 2. Knowledge of Customer Support Tools and Platforms Experience with ticketing systems (e.g., Jira, ServiceNow). Ability to use live chat platforms (e.g., Intercom, LiveChat) and phone support systems. Familiarity with social media platforms for customer support (e.g., Facebook, Twitter, Instagram). 3. Technical Product Knowledge Depending on the company, an understanding of the product or service you’re supporting may be essential. For example: Software Products: Knowledge of troubleshooting software issues, installation processes, and product features. Electronics/Hardware: Familiarity with basic troubleshooting for devices, understanding technical specifications, etc. Skills and attributes To qualify for the role you must have Qualification Any graduate Experience 6 months to 3 years experience in BPO What we look for People with the ability to work in a collaborative manner to provide services across multiple client departments while following the commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions. We look for people who are agile, curious, mindful and able to sustain postivie energy, while being adaptable and creative in their approach. What we offer With more than 200,000 clients, 300,000 people globally and 33,000 people in India, EY has become the strongest brand and the most attractive employer in our field, with market-leading growth over compete. Our people work side-by-side with market-leading entrepreneurs, game- changers, disruptors and visionaries. As an organisation, we are investing more time, technology and money, than ever before in skills and learning for our people. At EY, you will have a personalized Career Journey and also the chance to tap into the resources of our career frameworks to better know about your roles, skills and opportunities. EY is equally committed to being an inclusive employer and we strive to achieve the right balance for our people - enabling us to deliver excellent client service whilst allowing our people to build their career as well as focus on their wellbeing. If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible. Join us in building a better working world. Apply now.

We are looking for a proactive and detail-oriented Customer Support Executive for a non-voice process. The role involves resolving customer issues through ticketing systems and live chat, ensuring timely, professional, and accurate responses to maintain high levels of customer satisfaction. Key Responsibilities: Respond promptly and professionally to customer queries via live chat and email. Handle support tickets by identifying issues, providing solutions, and ensuring timely resolution. Document all customer interactions and issue resolutions in the system accurately. Escalate complex issues to relevant departments while maintaining ownership of the ticket. Monitor open tickets to ensure timely follow-ups and closure. Maintain service level agreements (SLAs) for response and resolution times. Suggest process improvements based on recurring customer feedback. Collaborate with internal teams to ensure customer concerns are addressed efficiently. Requirements: Strong written communication skills in English. Candidates should be flexible with rotational shifts and weekly offs, as per business requirements. Ability to multitask and manage multiple conversations or tickets simultaneously. Familiarity with CRM or ticketing tools like Zendesk, Freshdesk, or similar platforms is an advantage. Basic computer knowledge and proficiency in typing. Strong problem-solving and interpersonal skills. Ability to work in a team and under minimal supervision. Educational Qualification: Graduate in any discipline (preferred but not mandatory). 0–2 years of experience in a similar non-voice support role. Job Types: Full-time, Permanent, Fresher Pay: Up to ₹25,000.00 per month Application Question(s): Are you from Indore, Madhya Pradesh? Language: Do you have fluency in English? (Required) Work Location: In person

We are looking for a proactive and detail-oriented Customer Support Executive for a non-voice process. The role involves resolving customer issues through ticketing systems and live chat, ensuring timely, professional, and accurate responses to maintain high levels of customer satisfaction. Key Responsibilities: Respond promptly and professionally to customer queries via live chat and email. Handle support tickets by identifying issues, providing solutions, and ensuring timely resolution. Document all customer interactions and issue resolutions in the system accurately. Escalate complex issues to relevant departments while maintaining ownership of the ticket. Monitor open tickets to ensure timely follow-ups and closure. Maintain service level agreements (SLAs) for response and resolution times. Suggest process improvements based on recurring customer feedback. Collaborate with internal teams to ensure customer concerns are addressed efficiently. Requirements: Strong written communication skills in English. Candidates should be flexible with rotational shifts and weekly offs, as per business requirements. Ability to multitask and manage multiple conversations or tickets simultaneously. Familiarity with CRM or ticketing tools like Zendesk, Freshdesk, or similar platforms is an advantage. Basic computer knowledge and proficiency in typing. Strong problem-solving and interpersonal skills. Ability to work in a team and under minimal supervision. Educational Qualification: Graduate in any discipline (preferred but not mandatory). 0–2 years of experience in a similar non-voice support role. Job Types: Full-time, Permanent, Fresher Pay: Up to ₹25,000.00 per month Application Question(s): Are you from Indore, Madhya Pradesh? Language: Do you have fluency in English? (Required) Work Location: In person

Ultimate.ai Product, Operations Pune, Maharashtra, India Posted on Jul 18, 2025 Apply now Job Description At Zendesk, we get passionate about building software that delivers the ultimate customer experience. Your favorite brands maximize our products to engage you as a customer, and we lead the industry with beautifully simple software. We’re constantly innovating, and we apply this philosophy to all prioritized initiatives. As a Senior Program Manager on our Product Development team, you’ll work with Product Management and Engineering to define and execute the roadmap for capabilities that allow Zendesk to provide a fully integrated, scalable and easy-to-use Customer and Employee Service solution. You’ll work side-by-side with our Support Suite and Custom Objects Zendesk Platform teams and its their numerous internal stakeholders to drive solutions for cross-product/cross-functional problems and initiatives. What You’ll Be Doing Lead company-wide programs with broad impact, liaising with Product Development teams and teams outside of Product Development including Product Marketing, Enterprise Data & Analytics, Legal, Finance and Go-to-Market. You’ll keep releases moving forward in a multi-geo environment, focusing on key achievements to bring new products and services to market. Guide your teams through our quarterly planning process, helping to build out roadmaps, align dependencies, broker commitments from other teams, and resolve multi-functional landmarks. Identify, track and mitigate all risks and issues within your programs. Own regular status reporting for your teams. Facilitate meetings, workshops, retrospectives, and other team ceremonies. Build positive relationships with your team members and partners. Devote effort towards making our processes simpler, clearer, and better every day. What You Bring to the Role Prior experience at a software company driving programs within an Engineering organization and having released at least three large scale releases. Familiarity with Technical Program Management tools and agile methodologies: Jira, Confluence, Trello, Kanban, Productboard Experience in identifying and calculating inherent risks, determining their impact, and providing appropriate mitigation planning. Strong, demonstrable facilitation skills, with a knack for building bridges between teams across multiple locations. Experience working across multiple global programs simultaneously. Experience working remotely, cross-geolocations in multi-cultural environments. That said, if your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Apply now See more open positions at Ultimate.ai

Job Description: We are looking for a dedicated and customer-centric Customer Support Associate to join our support team. The ideal candidate will have prior experience handling inbound/outbound calls as well as chat/email support, ensuring high-quality service across all communication channels. Key Responsibilities: Handle customer queries via calls, chat, and emails in a timely and professional manner. Maintain a positive, empathetic, and professional attitude toward customers at all times. Identify and assess customers' needs to achieve satisfaction. Provide accurate, valid, and complete information by using the right tools and resources. Follow communication procedures, guidelines, and policies. Escalate unresolved issues to the appropriate teams. Maintain detailed records of customer interactions, comments, and complaints. Meet performance benchmarks such as response time, resolution rate, and customer satisfaction scores. Requirements: Minimum 1 year of experience in customer support (voice + non-voice). Strong verbal and written communication skills in English (regional language proficiency is a plus). Ability to multitask, prioritize, and manage time effectively. Familiarity with CRM systems, support tools, and ticketing platforms (e.g., Freshdesk, Zendesk, etc.). Flexible to work in shifts, including weekends and holidays if required. A calm, patient, and empathetic approach to dealing with frustrated customers Job Type: Full-time Pay: ₹25,000.00 - ₹40,000.00 per month Benefits: Health insurance Language: English (Required) Location: Delhi, Delhi (Required) Work Location: In person

Job Title: AI Success Manager Location: Noida Experience: 3+ Years Educational Qualification: Bachelor's in Engineering or a related field About the Company: Our client is a fast-growing, tech-enabled outsourcing platform revolutionizing how businesses deliver customer support. By integrating AI voice and chat agents with trained human professionals, they drive efficiency, reduce costs, and enable businesses to scale smarter and faster. Role Overview: This is a high-impact, client-facing role where you’ll own the end-to-end deployment of AI voice/chat agents. You’ll bridge the gap between clients, engineers, and internal teams to launch high-performing AI agents that boost customer experience and business metrics. Key Responsibilities: Lead discovery sessions to understand client goals, compliance needs & success metrics Design and document AI agent blueprints (conversation flows, prompts, fallback logic) Coordinate with product, engineering, and ops teams to configure, test, and launch AI agents Integrate AI agents with CRMs, telephony, and data tools via APIs/webhooks Own UAT, feedback collection, and go-live sign-off Track KPIs like CSAT & containment, and continuously optimize agent performance Collaborate with Sales to upsell/cross-sell and expand client revenue Provide regular business reviews and ensure proactive client success Support finance coordination for billing and commercial activities Who You Are: 3+ years in AI implementation (voice/chat agents, NLP platforms) Strong experience integrating with CRMs/ticketing platforms (e.g., Zendesk, Freshdesk) Comfortable working with web tech and APIs Skilled in project management, stakeholder communication , and risk mitigation A data-driven thinker with executive-level communication Not just an implementer—you treat go-live as Day 1 , always looking to iterate and improve What’s in It for You: Work at the cutting edge of AI + customer experience Collaborate with high-growth clients across industries Shape the future of voice & chat agent delivery Opportunity to drive MRR growth through smart upselling Join a fast-paced, innovation-led culture with real ownership

About This Role Wells Fargo is seeking an Information Security Analyst. In This Role, You Will Participate and identify security risks companywide and ensure that appropriate data security procedures and products are implemented Maintain an awareness of bank security policies and government regulations pertaining to information security Review the development, testing, and implementation of security plans, products, and control techniques Develop and implement security standards, procedures, and guidelines for multiple platforms and diverse systems environments Investigate and recommend appropriate corrective actions for data security incidents Identify regulatory changes that will affect information security policy, standards, procedures, and recommend appropriate changes Provide security consulting and project management services on highly complex information security projects and issues Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals Interact with internal customers Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements Required Qualifications: 2+ years of Information Security Analysis experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired qualifications: Provisioning and De Provisioning of access to users through Active Directory. Analyze and resolve tickets related to Security groups, Privileged accounts and Enterprise password vaulting. Should be able to work and resolve requests related to Service Accounts. Proactive in identifying gaps and help the team in streamlining process Ability to identify and contribute towards mitigating risk. Collaborates with extended team for joint deliverables Good understanding on File share, permissions, DFS, namespace, and replication. Analyst will be part of on call support team on rotation. Keep abreast of emerging technologies/industry trends and applying them into operations and activities. Strong organizational, multi-tasking, and prioritizing skills. Bachelor of Engineering Degree, preferably of Computer science or Information Technology Hands on Windows platform and Active Directory Provisioning. Knowledge and experience with any IAM, Provisioning, role management and certification tool Knowledge and experience on Applications Infrastructure in a Large Enterprise environment. Must have knowledge on server OS 2008/ 2012, 2016 AD structure & database Demonstrated experience in enterprise wide ticketing tools like Remedy, Zendesk, Service now etc. Strong knowledge and understanding of information security and IAM practices and policies Experience with Service Delivery and SLAs/KPIs monitoring. Proven ability for high volume/high quality results Ability to interact with integrity and a high level of professionalism with all levels of team members and management Strong verbal, written, and interpersonal communication skills. Ability to learn and assimilate information from multiple people and sources Excellent customer service skills. Ability to research and correspond with customers, responding to their questions and concerns with detailed information Ability to make timely and independent decisions while working in a fast-paced and results-driven environment Strong analytical skills with high attention to detail and accuracy Ability to work effectively, as well as independently, in team environment. Must be flexible to work in shifts & be available for business meetings/team deliverables within/outside of ones shift Must have leadership skills, to be resilient and drive changes. Ability to maintain composure under pressure and deadlines in a dynamic environment Good understanding on AD Schema, partitions and Shell Scripting. Knowledge on DNS, DHCP, Group policies, Sites, FSMO roles and replication. Knowledge on escalation processes/matrix and ability to prioritize tasks Ability to collaborate effectively with different teams, accept challenging assignments and foster robust working relationships with teams. Mentoring skills to help the team explore ideas and make them successful. Job expectations : Shift timings: 5:30 AM to 2:30 PM & 1:30 PM to 10:30 PM (Rotation shift) Work from Office model Posting End Date 24 Jul 2025 Job posting may come down early due to volume of applicants. We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. Applicants With Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo . Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo Recruitment And Hiring Requirements Third-Party recordings are prohibited unless authorized by Wells Fargo. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process. Reference Number R-429819

Job Summary We are looking for a skilled and motivated Tech Support Team Lead to manage and guide our technical support team. Responsibilities This role will be responsible for overseeing the day-to-day operations of the support desk, ensuring prompt resolution of customer issues related to access control systems, and driving continuous improvement in customer satisfaction and service Responsibilities : Lead and manage a team of technical support engineers handling Level 1 & 2 support. Provide technical guidance on access control hardware (controllers, readers, door locks) and software (management platforms, mobile apps, etc. Supervise ticket management, ensure SLA compliance, and optimize resolution time. Troubleshoot complex escalated issues and coordinate with engineering/product teams as needed. Train team members on new technologies, procedures, and best practices. Develop and maintain a knowledge base and support documentation. Monitor team performance using KPIs (First Contact Resolution, CSAT, Ticket Volume, etc.) Assist in onboarding new clients and technical training for partners/distributors. Conduct regular audits of support quality and identify areas for improvement. Collaborate with product and QA teams to relay field feedback and Skills & Qualifications : Bachelors degree in Electronics, IT, Computer Science, or related field. Minimum 5 years experience in technical support, preferably in physical security or access control systems. Strong knowledge of access control protocols (Wiegand, OSDP, TCP/IP), networking fundamentals, and cloud-based platforms. Familiarity with systems like HID, ZKTeco, Suprema, Honeywell, or similar brands. Experience with helpdesk tools (e.g., Zendesk, Freshdesk, Jira). Strong problem-solving, team management, and communication skills. Ability to handle pressure and manage escalations calmly and Qualifications : Certifications in IT/networking (e.g., CCNA, CompTIA) or access control systems. Experience with IoT integrations, REST APIs, or mobile credential systems. Prior work in SaaS-based access control platforms. (ref:hirist.tech)

As an Analyst II L2 Support at Accelya, you will play a crucial role in ensuring the stability, availability, and performance of our production environment. Your responsibilities will include monitoring, maintaining, and troubleshooting systems and applications to minimize downtime and optimize efficiency. You will regularly monitor the production environment to ensure system health and availability, promptly identifying and resolving issues such as system errors, performance bottlenecks, or downtime. Additionally, you will perform routine maintenance tasks to ensure optimal performance and reliability of systems and applications. In the event of incidents reported by users or detected through monitoring systems, you will respond promptly, conducting thorough troubleshooting and root cause analysis to implement corrective actions and workarounds. Your role will also involve providing technical assistance to end-users and internal teams, addressing inquiries and resolving technical issues. Maintaining accurate and up-to-date documentation of system configurations, procedures, troubleshooting steps, and resolutions will be essential. Furthermore, you will proactively identify opportunities to improve the production environment by optimizing performance, enhancing reliability, or automating repetitive tasks. Preferred qualifications for this role include proficiency in XML-based system interfaces, familiarity with Zendesk and issue management systems like JIRA, an understanding of infrastructure setup, databases, firewall configurations, cloud computing, and networking principles, as well as knowledge of scripting languages such as Groovy, Python, and VBA. At Accelya, we offer an open culture and challenging opportunities to satisfy intellectual needs, flexible working hours, a smart working environment with hybrid remote/office options, work-life balance, and an excellent, dynamic, and multicultural work environment. Please note that this role will involve rotational shifts. Join us in shaping the future of the air transport industry, where your ambitions can become a reality, regardless of whether you are an industry veteran or transitioning from other sectors.,

As a Software Engineer - Voice/ chat / email Support at Incedo, you will be responsible for providing customer support to clients through various channels such as voice, chat, and email. Your duties will include handling customer inquiries and complaints, providing technical support, resolving issues in a timely and efficient manner, maintaining customer satisfaction, and adhering to service level agreements. Roles & Responsibilities: Provide support to customers through various channels such as phone, email, and chat. Resolve customer issues and escalate issues to the appropriate teams when necessary. Maintain accurate records of customer interactions and issues. Familiarity with customer service software like Salesforce Service Cloud, Zendesk, and Freshdesk. Technical Skills Skills Requirements: Strong customer service skills and experience in providing technical support. Proficiency in voice, chat, and email communication channels. Familiarity with ticketing systems such as Zendesk, ServiceNow, or Salesforce. Ability to troubleshoot technical issues and provide effective solutions. Must have excellent communication skills and be able to communicate complex technical information to non-technical stakeholders in a clear and concise manner. Must understand the company's long-term vision and align with it. Nice-to-have skills Qualifications Qualifications 3-5 years of work experience in relevant field B.Tech/B.E/M.Tech or MCA degree from a reputed university. Computer science background is preferred

🔹 Job Title: CUSTOMER SERVICE SPECIALIST 🏢 Company: KILONEWTONS 🌍 Location: MUMBAI, INDIA 💼 Experience: 3+ YEARS 🚀 About KILONEWTONS At KILONEWTONS , we believe in delivering exceptional customer experiences through innovation and technology. Join our dynamic team and be the voice of our brand, ensuring customer satisfaction and loyalty! 🔗 Website: www.kilonewtons.com 📌 Job Description We are looking for a Customer Service Specialist with 3+ years of experience to provide top-notch support to our clients. The ideal candidate will have excellent communication skills, problem-solving abilities, and proficiency in CRM software, live chat, and ticketing systems . 🎯 Key Responsibilities ✔ Customer Support: Handle inquiries via phone, email, and live chat with professionalism. ✔ Issue Resolution: Troubleshoot and resolve customer complaints efficiently. ✔ CRM Management: Update and maintain customer records in Zendesk, Freshdesk, or Salesforce . ✔ Feedback Collection: Gather customer insights to improve service quality. ✔ Upselling & Retention: Identify opportunities to enhance customer value. ✔ Process Improvement: Suggest ways to streamline customer service workflows. 🛠 Must-Have Skills ✅ Communication: Fluent in English & Hindi (verbal & written) ✅ CRM Tools: Zendesk, Freshdesk, Salesforce, or HubSpot ✅ Live Chat & Ticketing Systems ✅ Problem-Solving & Multitasking ✅ Basic Technical Knowledge (to assist with product-related queries) ✅ Patience & Empathy 🎓 Qualifications 📜 Bachelor’s degree in Business, Communications, or related field 📜 3+ years of experience in customer service or support roles 📜 Strong interpersonal and conflict-resolution skills 💡 Why Join KILONEWTONS? ✨ Impactful Role: Be the face of our brand and make a difference. ✨ Growth Opportunities: Career advancement & skill development. ✨ Positive Work Culture: Supportive team & employee-friendly policies. ✨ Competitive Salary & Benefits 📩 How to Apply? Ready to elevate customer experiences? Send your CV to careers@kilonewtons.com with the subject line: "Application for Customer Service Specialist – [Your Name]". 🚀 Join KILONEWTONS and help us build lasting customer relationships! [wp_code id="1"]

Sr. Technical Support with a blended process at a company in Navi Mumbai. Here are the key details: Job Title: Sr. Customer Support Associates || Technical Support (Blended Process) Location: Navi Mumbai Salary: Up to 7 ​PA Work Mode: Work From Office (Please Note: No pick-up/drop facility. Candidates will need to manage their own commute) Shift: Rotational Shifts & Rotational Week Offs Working Days: 5 days a week (Rotational) Joining: Immediate joiners preferred Candidate Criteria: Minimum 10th Passed. Minimum 1 year of experience in Technical Support with a Blended Process (Voice & Chat) in International BPO. Prior knowledge or experience in US Healthcare processes and EMR systems is an added advantage. Excellent verbal and written communication skills. Neutral accent appropriate for US-based customer interactions. Must be comfortable working on rotational shifts aligned with the EST time zone, along with rotating weekly offs. Must be comfortable with Work From Office (no pick-up or drop facility). Must be comfortable handling both voice calls and chat support. Preferred Skills & Competencies: Strong problem-solving, troubleshooting, and analytical abilities. Ability to thrive in a fast-paced, high-volume support environment. Familiarity with EMR systems such as Epic, Cerner, Athenahealth, and DrChrono is a strong advantage. Understanding of HIPAA regulations and healthcare industry compliance standards is preferred. Experience using CRM/ticketing tools like Zendesk, Salesforce, or similar platforms. Detail-oriented with excellent organizational and time-management skills. Fast learner with adaptability to evolving business and technology landscapes. Roles & Responsibilities: Deliver outstanding technical support and customer service via voice, email, and chat. Troubleshoot and resolve customer issues with accuracy and professionalism, adhering to SLAs and operational guidelines. Manage cases end-to-end with timely follow-ups and updates. Collaborate with internal teams and escalate issues where necessary. Handle multiple communication channels while maintaining service quality and professionalism. Job Types: Full-time, Permanent Pay: Up to ₹650,000.00 per year Benefits: Provident Fund Ability to commute/relocate: Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): This is a pure rotational shift job with rotational week-off. No commute provided by the company. Are you ready to commute on your own for this job? Education: Higher Secondary(12th Pass) (Required) Experience: Technical support: 1 year (Required) Language: English (Required) Location: Navi Mumbai, Maharashtra (Required) Work Location: In person

Oversee , streamline operational workflows, GAP Analysis, cross-functional collaboration, Track KPI, platform usage support, Manage customer cycle timely resolution & RCA identify areas for improvement, SOPs, TM's, and guidelines for customer-facing. Required Candidate profile 3-4 yrs of exp in operations, customer success roles. proficient in Hindi English, Kannada Tamil, optimizing op's proces and improving customer satisfaction, communication, analytical, organ'l skills

Your Role In this Role you play key role in Excellent written and Verbal communication Experience in customer order management process Order creation, PO processing, Handling Customer queries, Exposure to SAP and Zendesk Can independently handle customer inquiries through Phone or emails Good understanding of end to end customer management process Work in US shift Work from Office Your Profile Expertise on Supply Chain processes with a good level of understanding on Order Management Should be willing to work as per Business requirement Working knowledge in SAP What you love about working here You can shape your with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders. You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work Skills (competencies)

Job Description: Provides support and ensures customer satisfaction for tech-based products or services. Responsibilities: Resolve user queries via chat, email, or phone. Onboard new customers and offer training. Monitor customer satisfaction and retention. Coordinate with technical teams for escalations. Key Skills: CRM Tools (Zendesk, Freshdesk), Communication, Product Knowledge, Troubleshooting

We are a DTC Shapewear brand, dealing in women's shapewear, we are a young team of dynamic individuals, looking for like-minded people to join our team and work with us. Position Overview: We are looking for a highly motivated and customer-centric individual to join our team as a Operations and Customer Support. Someone who has an interest in fashion, clothing and shapewear would be preferred. As the first point of contact for our customers, you will play a crucial role in ensuring a positive and seamless experience. The ideal candidate is not only an excellent communicator but also possesses a genuine passion for resolving customer issues and fostering customer satisfaction. Key Responsibilities: Multichannel Communication: Respond promptly and professionally to customer inquiries via email, chat, social media, and other communication channels. Ensure consistent and accurate communication across all platforms. Customer Satisfaction: Address customer concerns, provide product information, and offer solutions to ensure customer satisfaction. Strive to exceed customer expectations in every interaction. Collaboration with Other Teams: Work closely with other departments, including product development, marketing, and logistics, to resolve customer issues and improve overall customer experience. Provide feedback to internal teams based on customer interactions to contribute to product and service improvements. Problem Resolution: Investigate and analyze customer issues, providing effective and timely solutions. Escalate complex issues to the appropriate teams and follow up to ensure resolution. Documentation and Reporting: Maintain accurate records of customer interactions and transactions. Generate reports on customer feedback, common issues, and trends to inform the company's decision-making process. Continuous Improvement: Stay informed about product updates, policies, and industry trends to provide accurate information to customers. Proactively identify opportunities to improve processes and enhance the overall customer support experience. Qualification: 2–3 years of experience in operations, customer experience, or e-commerce (fashion or D2C brand preferred). Excellent written and verbal communication skills. Ability to handle multiple stakeholders and multitask under pressure. Working knowledge of tools like Shopify, WhatsApp Business, Gorgias/Zendesk, Excel, etc. Strong problem-solving skills with an eye for detail and process optimization. A customer-first mindset with a positive and empathetic approach. Interest in fashion, retail, or women’s lifestyle products is a bonus.

Job Title: Customer Success Manager (CSM) Location: Bangalore Experience Required: 5+ years Industry: Customer Experience (CX), BPO Employment Type: Full-time About the Role: We are looking for a proactive and dynamic Customer Success Manager (CSM) with a strong background in CX product environments and a solid understanding of BPO operations . As a CSM, you will be the primary point of contact for our clients, ensuring successful onboarding, adoption, and ongoing satisfaction with our solutions. You will act as a trusted advisor, advocate for client needs, and play a critical role in client retention and growth. Key Responsibilities: • Own the post-sale customer relationship, ensuring successful onboarding, product adoption, and overall satisfaction. • Understand client business objectives and map them to our CX solutions for measurable outcomes. • Proactively monitor account health and usage metrics, identifying and addressing risks to drive retention and renewals. • Collaborate with cross-functional teams (Product, Sales, Support, and Operations) to ensure client needs are met. • Drive customer engagement through QBRs, product roadmap sessions, and success planning. • Lead process improvement initiatives and influence best practices within customer organizations using insights from BPO and CX experience. • Identify opportunities for upselling and cross-selling in collaboration with the sales team. • Document customer feedback and advocate for customer needs in internal planning and product development. Required Qualifications: • Minimum 5 years of experience in a Customer Success , Account Management, or similar client-facing role in the CX product domain . • Prior experience working in or with BPOs is essential, with a strong understanding of operational workflows and metrics. • Strong understanding of CX tools, SaaS products, and customer journey mapping. • Exceptional communication, problem-solving, and stakeholder management skills. • Ability to analyze data and metrics to inform decision-making and demonstrate value.• Self-motivated, organized, and able to manage multiple client relationships simultaneously. Preferred Qualifications: • Experience with tools like Zendesk, Freshdesk, Salesforce, Gainsight, or similar CX/CRM platforms. • Exposure to global clients and ability to manage expectations across time zones. • Knowledge of CS methodologies like Success Planning, Health Scoring, and Lifecycle Management. Why Join Us? • Work with cutting-edge CX solutions transforming digital engagement. • Be part of a collaborative and high-performance team culture. • Growth opportunities in a fast-scaling business environment.

About Emeritus: Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries. Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann. Role Overview: We are seeking a Program Coordinator to support learners and ensure smooth delivery of our LATAM region programs. The ideal candidate will have superior written and verbal Spanish/Portuguese skills, flexibility to work in night shifts (India based), and a willingness to handle communication across email, chat, WhatsApp, and voice channels. Key Responsibilities: Learner Support: Respond to inquiries across all communication channels (email, chat, WhatsApp, voice), ensuring timely and accurate resolutions to enhance learner satisfaction. Major queries relate to extension requests, assignment submissions, grading and certificate issuance processes. Stakeholder Collaboration: Coordinate with internal teams (course designers, tech support, LMS, instructors) to manage program timelines and address learner concerns efficiently. Process Improvement: Identify and implement improvements to enhance program delivery and learner experience. Quality Control: Ensure all communications meet quality standards and brand guidelines. Stay updated on programs and partnerships to support learners effectively. Enrollment & Application Management: Process applications, ensure eligibility, and maintain timely, accurate admissions workflows. Participant Support: Handle inquiries related to enrollment, payments, refunds, deferments, course access, and certificates across various channels. Cross-Functional Coordination: Collaborate with Marketing, Finance, Sales, and Program Support teams to address participant issues effectively. Performance Metrics: Meet key KPIs like QA, CSAT, and SLA while ensuring a highquality participant experience. Qualifications: Language Skills: Exceptional Spanish/Portuguese and English communication skills (written and verbal) are mandatory. Work Flexibility: Willingness to work night shifts (India based) and manage all communication channels (email, chat, voice, WhatsApp). Education: Bachelor’s degree preferred. Customer Support Experience: Prior experience in a customer service or learner support role. Tech-Savvy: Familiarity with LMS, digital learning tools, or CRM platforms is a plus. Experience in Salesforce, Zendesk or any ticketing system Adaptability: Ability to thrive in a fast-paced environment and adapt to evolving processes. Organizational Skills: Strong multitasking ability and attention to detail. Why Join Us: At Emeritus, you’ll make a meaningful impact by supporting learners globally while working in a collaborative, inclusive, and growth-oriented environment. Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. In press: https://inc42.com/buzz/edtech-startup-eruditus-fy23-revenue-crosses-inr-3000-cr-mark https://www.outlookbusiness.com/start-up/news/eruditus-secures-150-million-funding-for-ai-expansion-business-growth https://economictimes.indiatimes.com/tech/startups/edtech-unicorn-emeritus-story-now-a-harvard-business-school-case-study/articleshow/107648728.cms?from=mdr