Job Title: Analyst/Associate (Helpdesk), Customer Success Operations

Department: Customer Success

Location: Pune

Role overview
we are looking for a proactive, detail-oriented and customer-focused candidate for our Helpdesk Operations role in Customer Success . In this role, you will be

the first point of contact for addressing support tickets raised by our customers' employees,

ensuring prompt and effective resolution of B2B and B2C queries. You will play a critical role in delivering exceptional support, enhancing customer satisfaction, and contributing to the overall

performance of our helpdesk and support desk operations. Your goal: ensure high satisfaction,seamless resolutions, and minimal ticket reopening.
Key Responsibilities:

Ticket Management:

- Manage and respond to queries received through the helpdesk mailbox using ticket

management tools.

- Prioritize, categorize, and resolve support tickets efficiently and effectively, ensuring

adherence to Process and SLAs.

Customer Query Resolution:

- Address customer admin and employee queries related to equity management processes

with clarity and accuracy.

- Draft professional and customer-friendly responses to minimize ticket reopening after

resolutions.

Communication:

- Liaise with internal teams to resolve complex queries and provide timely updates to

customers and their employees.

- Communicate clearly and confidently in English, ensuring customer satisfaction at every

touchpoint.

Documentation s Reporting:

- Maintain detailed records of all support interactions, resolutions, and follow-ups in the

ticketing system.

- Generate and share periodic helpdesk performance reports with the leadership team.

Process Improvement:

- Analyze recurring issues and work with internal stakeholders to improve workflows and

reduce ticket volumes.





- Suggest enhancements to FAQs, knowledge bases, and automated responses for

efficiency.

Helpdesk Ownership:

- Ensure the overall performance of the helpdesk in terms of ticket resolution time, quality of responses, and customer satisfaction.

- Act as a key contributor to maintaining a customer-centric helpdesk setting.Required Skills

Qualifications:

- Customer-Centric Mindset: Passion for delivering exceptional customer and employee

support outcomes and building lasting relationships.

- Product Knowledge: Good understanding of B2B product lifecycles, SaaS solutions, and

fintech systems.

- Education: Bachelor’s degree in any discipline (preferably in Business, IT, or related fields,

MBA is a plus).

- Language Proficiency: Fluency in English with excellent written and verbal communication

skills.

- Technical Skills:

o Proficiency in using ticket management tools (e.g., Zendesk, Freshdesk, or similar

platforms).

o Strong knowledge of MS Office, particularly Excel and Word.

- Soft Skills:

o Problem-solving mindset with an eye for detail.

o Empathy and customer-centric approach to resolving queries.

o Ability to work in a fast-paced environment and manage multiple tasks.

- Experience: 2-3 years in a customer support/helpdesk role, preferably in B2B product plus

services focused company.

Preferred Qualifications:

- Experience in equity management, HR software, or financial technology solutions is a plus.

- Exposure to creating knowledge bases and FAQs for customer support operations.

- Bachelor's degree in business, finance, or a related field is preferred (MBA is a plus).

- Previous experience in customer support role, webchat process, email process - preferably

in a B2C environment.

- Familiarity with ESOP is a plus

Job Type: Full-time

Pay: ₹200,000.00 - ₹350,000.00 per year

Work Location: In person

📌 Analyst/Associate-Customer Success (India)
🏢 The Growth Hive
📍 India