About The Role

We're hiring a Customer Success / Account Manager to own the customer support function end to end. This is a hands-on, solo-ownership seat — you are the person users reach when something isn't working, and the person who makes sure they leave the interaction satisfied. You'll run the in-app support and escalation queue single-handedly, hold the line on speed and quality, and turn what you learn from users into a better product and a smarter knowledge base.

This role is measured in numbers. How quickly you respond, how much you resolve on first contact, and how happy people are afterward are the metrics that define success. It suits someone who takes genuine pride in a clean queue and a rising satisfaction score — a self-starter who doesn't wait for work to be assigned, and who can be trusted to own an entire function without a large team behind them.

What You'll Do

- Own the support queue. Respond to, troubleshoot, and resolve queries from end users and client-side stakeholders through the in-app chat and escalation system — from first message to full resolution.

- Hit your SLAs and keep CSAT high. Maintain response-time and resolution targets and keep customer satisfaction consistently strong. These are the core numbers this role lives on, and you'll be accountable for them.

- Write clearly, warmly, and rapid. Draft accurate responses using internal documentation and support tools (including AI), and know when a situation needs you to step beyond the script and think.

- Build and improve the knowledge base. Spot recurring questions, write and update help articles, and steadily reduce repeat volume so common issues resolve themselves over time.





- Escalate cleanly to engineering. Turn user-reported problems into clear, reproducible bug reports so issues get fixed quickly and correctly.

- Be the voice of the user. Share weekly, data-backed insights with product and customer-facing teams on what users are struggling with, so the product keeps getting better.

What We're Looking For

- 3–6 years in customer support, helpdesk, or client servicing.

- A track record on measurable targets — SLA, resolution time, CSAT, or NPS. You watch your own numbers and can point to how you've moved them. Evidence of ownership matters far more than years alone.

- Excellent written English. You communicate clearly, warmly, and quickly in writing — this is a written-first support role.

- Patience and genuine empathy. You're comfortable guiding non-technical users through problems without making them feel rushed or talked down to.

- A process mindset. You document what you learn so the next answer is faster, and you build systems rather than just closing tickets.

- Self-direction. This is a solo-ownership role, not a seat in a large support team. You can prioritize, follow through, and own outcomes without close supervision.

Nice to have

- Experience supporting a software, app, or subscription-based product.

- Familiarity with support platforms such as Freshdesk, Intercom, or Zendesk.

- Comfort using AI tools (ChatGPT, Claude, or similar) for drafting responses and maintaining a knowledge base.

- Proficiency in more than one language, to support a geographically spread user base.

Skills: escalation,account management,knowledge base,csat,customer success management,customer

📌 Customer Success / Account Manager (Bengaluru)
🏢 Versatile Club - Employer of Record
📍 Bengaluru