Role Overview As a part of Customer Experience CX you will be the primary point of contact for customers across their lifecycle - starting from onboarding and implementation to ongoing support and long-term success This role requires strong communication skills problem-solving ability learning mindset and a deep customer-first approach Key Responsibilities Customer Engagement Communication Act as a trusted point of contact for customers via calls emails tickets and meetings Communicate clearly professionally and empathetically with customers at all times Set the right expectations and provide timely updates on issues progress and resolutions Schedule regular monthly quarterly customer check-ins to understand customer needs feedback and overall experience Customer Experience Execution Assist customers with product usage queries and issue resolution Resolve customer issues effectively through clear communication empathy and structured troubleshooting Drive onboarding conversations to capture requirements align expectations and enable successful implementation Ensure customers understand payroll HR and system workflows relevant to their setup Proactively identify risks gaps or opportunities to improve customer experience Drive adoption by identifying usage gaps and enabling customers to confidently use Keka s platform Post Assessment you will be allocated to one of the following work streams Onboarding Customer Success Customer Support Problem Solving Process Adherence Diagnose issues identify root causes and provide accurate resolutions Follow defined processes SLAs and documentation standards Escalate issues appropriately with clear context and impact Schedule monthly quarterly meetings with customer to understand customer standpoint Collaboration Continuous Improvement Contribute to internal documentation FAQs and knowledge bases Participate in training enablement sessions and process improvements Required Skills Competencies Strong verbal and written communication skills with the ability to simplify complex concepts for customers Customer-first mindset with empathy and professionalism in handling challenging conversations Logical problem-solving skills with a strong willingness to learn HR payroll and SaaS workflows Quick to adapt in fast-paced environments and open to feedback for continuous improvement High sense of ownership with effective collaboration across cross-functional teams Preferred Qualifications Bachelor s degree in BBA MBA HR B Tech MCA M Tech What Success Looks Like in This Role Customers feel supported heard and confident using Keka Issues are resolved effectively with minimal escalations Clear consistent and skilled communication across all touchpoints Positive feedback from customers and internal stakeholders Why Join Keka Opportunity to work on a product that directly impacts people operations Strong focus on learning enablement and growth Collaborative culture with high ownership and accountability A chance to shape exceptional customer experiences at scale