The Opportunity: We're hiring an Account Support Specialist to join our team in Bangalore.
You'll work closely with our Named Account Manager team (NAMs) and Customer Advisory teams to manage inbound account questions, coordinate escalations, and drive timely follow-through across internal teams.
This operational role focuses on clarity, responsiveness, and consistency across a defined set of managed accounts (no direct account ownership or strategy).
Key Responsibilities: Triage inbound account requests and escalation of tickets; ensure clarity and completeness before routing. Monitor and manage designated slack channels and other triage queues. Route issues to the right internal teams and track progress to resolution. Maintain and improve internal documentation, FAQ content, and standard response templates. Identify recurring themes, process gaps, and opportunities for operational improvements; sharing insights with stakeholders Ensure consistent operational practices to reduce friction and improve NAM response quality. Create renewal documents and send out to customers ahead of their renewal Helping with data input and validation on Advisory Cases What Success Looks Like: Fast, accurate routing of requests with transparent next steps documented.
Reduced repeat escalations and improved SLA adherence to managed accounts. Up-to-date, actionable documentation that shortens resolution time. Strong cross-functional collaboration and timely status updates for NAMs.
Qualifications: 2-4+ years in operational support, customer support, escalation coordination, or cx roles. Excellent written communication specially in chat-first tools (slack). Strong organization skills and attention to details; ability to manage multiple requests simultaneously. Comfortable working with incomplete information and structuring clear next steps. Proven ability to collaborate with cross-functional teams across time zones. Customer-first mindset and focus on delivering high-quality support in a fast-paced matrixed environment. Experience in Gainsight and Dynamics365 CRM a plus but not required Location & Hours: Based in Bangalore; overlap with US business hours required.
This is a night shift role.
Why Join Us: Meaningful impact supporting strategic accounts and enabling NAM productivity. Collaborative, global team and opportunities for growth in operations or customer-facing roles. Structured onboarding and documentation-driven environment.