About TrulyInboxTrulyInbox is a fast-growing SaaS platform helping founders, SDRs, agencies, and outbound teams land in the inbox, not the spam folder. Through intelligent email warm-up and inbox management, we help thousands of teams protect their sender reputation and scale outbound reliably. With 1,200 to 1,500 new signups every month and customers ranging from solo founders to enterprise outbound teams, exceptional support and customer success isn't just a function here. It's a competitive advantage.The RoleWe're looking for a Customer Support & Success Executive who sees support as strategy, not service. You'll be the front line for our customers, resolving issues quick, collecting signal that shapes the product, and turning satisfied users into advocates and expansion revenue.Roles & ResponsibilitiesSupport & Issue ResolutionHandle inbound support requests across email, chat,



and all active support channelsResolve customer issues quickly and follow up to confirm every ticket is genuinely closedIdentify recurring issues and escalate them to Engineering or Product as systemic bugs with clear evidenceBuild and maintain a knowledge base that reduces repeat queries and enables customer self-serviceTrack and improve response time, resolution time, and CSAT per ticket Customer Feedback & Voice of CustomerCollect NPS and CSAT scores at defined moments across the customer journeyRun exit interviews with every churned customer to uncover the real reason behind cancellationsSynthesise qualitative feedback into structured, actionable insights for Product and the founding teamIdentify and report the top 3 churn reasons each month with supporting evidenceSurface customer language that Marketing can use in messaging, copy, and positioning Expansion & AdvocacyIdentify customers ready to expand (more seats, higher plan, or add-ons) and pass them to Sales with full contextBuild and run a referral and advocacy programme for highly satisfied customersDevelop case studies and testi

📌 Customer Success (Ahmedabad)
🏢 The Ikigai
📍 Ahmedabad