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Objectives:

1. Offering assistance to The Company clients and offering solutions to their problems to ensure increased retention and a high level of customer satisfaction.
2. Reduce customer churn by offering a high level of support through proficient product knowledge and quick support through Intercom or demos.
3. Funneling user voice to the product team using our community feedback page and Intercom tools.
4. Take scheduled Zoom calls to offer assistance over screen share.
5. Upsell to existing customers or find new leads and close sales.
6. Identify and execute new strategies to boost MRR.

Daily Responsibilities:

• Handling Intercom chats
• Taking demo calls
• Creating bug reports
• Creating feature requests.
• Maintaining reporting sheets of daily activities.
• Clearing Compliance reviews.
• Keeping track of Churn and finding new ways to reduce that churn.

Monthly Responsibilities:

1. Review Bugs reported and check their current status.
2. Update the Feature Requests and where they stand in terms of implementation.
3. Review monthly performance as per manager.
4. Offer ideas on how to improve the overall customer experience.
5. Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.

Required Skills and Qualifications:

• A bachelors degree in a relevant field and at-least 1 year exp. in a similar role.
• Strong verbal and written communication
• Strong drive to learn new tools and technologies.
• Curiosity to identify and resolve issues.
• Attention to detail.
• Analytical and process-oriented mindset
• Comfortable collaborating across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

Nice to Have:

• Familiarity with any CRM.
• Proficient in writing formal messages
• Familiarity with E-commerce platforms and SaaS-based businesses.

Skills:

Customer Interaction Management, Customer Satisfaction Management, Customer Analysis,