Location: Chennai

Experience: 1–3 years

Education: Bachelor's Degree

Function: Customer Success | BGV Operations | Product

Industry: Background Verification / HR Technology / SaaS

About The Role

We are looking for a tech-savvy Customer Success Specialist who understands the Background Verification (BGV) ecosystem and is excited about building the next generation of technology-led employee verification.

This is not a conventional customer support role.

You will be the critical link between candidates, employers, BGV operations and our product/technology teams, ensuring that verification processes move smoothly while continuously identifying opportunities to make the platform simpler, faster and smarter.

The role is ideal for someone who has 1–3 years of experience in BGV operations/customer support and now wants to go beyond day-to-day operations and build expertise in SaaS products, technology, AI and product management.

You will get hands-on exposure to how a BGV platform is designed, how customers use it, how operational challenges translate into product requirements, and how technology can be used to automate and improve verification workflows.

What You'll Be Responsible For

- Customer &
- Candidate Success
- Act as a primary point of contact for employers, HR teams, recruiters and candidates throughout the BGV lifecycle.
- Support candidates and customers with verification-related queries, documentation requirements and process clarifications.
- Ensure candidates have a smooth experience while completing their verification requirements.
- Work closely with employer customers to ensure their verification cases progress efficiently.
- Monitor cases and proactively identify delays, bottlenecks and exceptions before they become customer escalations.
- Own customer issues from identification through resolution.
- BGV Process Management
- Manage and monitor the end-to-end Background Verification process across employment, education and other verification checks.




- Coordinate with internal operations teams and verification partners to ensure cases are completed within defined TATs.
- Track pending cases, exceptions, discrepancies and customer escalations.
- Ensure the right communication reaches candidates and customers at the right stage of the process.
- Identify recurring operational issues and recommend process improvements.
- Product &
- Technology Collaboration

This is where the role becomes different from a traditional BGV support position.
- Work closely with the Product and Technology teams to identify opportunities to improve the BGV platform.
- Convert customer and operational feedback into clear product requirements and improvement suggestions.
- Identify repetitive manual activities that could be automated.
- Participate in product discussions, feature reviews and user acceptance testing (UAT).
- Test new product features and provide structured feedback before releases.
- Help the product team understand real-world customer and candidate behaviour.
- Track product issues and work with technology teams towards resolution.
- Contribute to improving workflows, dashboards, notifications and customer journeys.
- Product Thinking &
- Continuous Improvement

You Will Be Encouraged To Think Beyond "How do I resolve this customer issue?"and ask: "Why is this happening, and how can we design the product so this issue doesn't happen again?"

- Analyse recurring customer queries and operational issues.
- Identify opportunities for automation and AI-assisted workflows.
- Suggest improvements to reduce BGV turnaround time and operational effort.
- Participate in documenting processes,



workflows and product requirements.
- Help create better candidate and employer experiences.

Who We're Looking For

Essential Requirements

- Bachelor's degree in any relevant discipline.
- 1–3 years of experience in Background Verification (BGV), employment verification, education verification, HR operations or a related domain.
- Experience handling candidate/customer queries or BGV operations.
- Good understanding of the BGV lifecycle and verification processes.
- Strong written and verbal communication skills.
- Comfortable working with technology and SaaS platforms.
- Good analytical and problem-solving ability.
- Robust ownership and attention to detail.

We Would Especially Love Someone Who Is
- Tech-savvy and curious about how software works.
- Interested in AI, automation and SaaS products.
- Curious about product management and wants to develop product skills.
- Comfortable experimenting with new tools and technologies.
- Able to understand a customer problem and think about the product solution, not just provide a workaround.
- Someone who wants to build a career at the intersection of Customer Success + BGV + Product + Technology.

Growth Opportunity This role is designed for someone who wants to grow beyond traditional BGV operations.

Depending on your strengths and interests, the role can evolve towards:

Customer Success →

- Product Operations →
- Product Specialist →
- Product Manager

You Will Gain Exposure To

- SaaS product management
- Product discovery
- User experience and customer journeys
- Product requirements
- UAT and product releases
- Workflow automation
- AI-enabled operations
- Customer analytics
- Process optimisation
- BGV technology and HRTech
- If you understand BGV today and want to understand how technology can transform BGV tomorrow, this role is built for you.

Skills: bgv,communication,saas,product requirements,background verification

📌 Customer Success Specialist – BGV & Product Operations (Chennai)
🏢 MPloyChek
📍 Chennai