Associate - Customer Service Operations

• Role: Associate - Customer Service Operations
• Department: Customer Success
• Location: Bangalore
• Shift timings: 2 PM - 11 PM IST
• Employment Type: Full-Time (Hybrid) || Individual Contributor ||

Role Overview

We are seeking a detail-oriented, operationally strong Customer Service Operations Associate/Senior to manage and execute operational tasks for the SaaS Management Platform.

This role is critical in ensuring data accuracy, operational excellence, compliance, and a high-quality customer experience. The ideal candidate will serve as a point of contact (POC) in core module operations of a SaaS product, supporting customers primarily and internal stakeholders, while ensuring timely & accurate execution of tasks.

Key Responsibilities

• Operational Excellence and Task Management
• Stakeholder and Customer Service Management
• Process Excellence
• Resolution Excellence

Required Skills

• Strong Attention to Detail
• Excellent Data Validation and Analysis Skills
• Strong Process-Oriented mindset
• Task and priority management

Technical Skills

• Experience working with SaaS management platforms (preferred).
• Proficiency in Google Sheets.
• L1 troubleshooting and understanding of the issues.

Communication Skills

• Strong written and verbal communication.
• Ability to interact with internal and external stakeholders.
• Ability to deliver clear, structured, and engaging product demonstrations to the customers/champions.
• Ability to cross-collaborate with customer success support, product & engineering.

Problem-Solving Skills

• Strong analytical thinking.
• Ability to identify discrepancies and resolve issues.
• Ability to manage complex operational scenarios.

Experience (1 - 3 years)

• Experience in Customer Operations, Support Operations, or SaaS Operations.
• Relevant experience in Customer Operations or SaaS platform operations.

Nice to Have

• Experience handling customer service via ticketing tools (Freshdesk, Jira).
• Exposure to AI and enterprise SaaS platforms.
• Experience working with global or distributed customers & teams.

We cant wait to meet you!

• Customer-first mindset; execute tasks; ensure SLAs, Quality, and Customer Experience are delivered beyond expectations.
• Strong bias toward action and ownership, and thrives in a fast-paced, scaling startup environment.