Company: Plus People
Location: HSR Layout, Bengaluru, Karnataka
Job Type: Full-time
Experience: 2–4 years
Work Arrangement: On-site
Industry: SaaS / AI / Retail Technology
Role Type: Individual Contributor

About the Role

Plus People is hiring a Customer Care Manager for a SaaS-based business serving retail clients. The role involves managing client accounts, supporting product adoption, handling customer queries, analysing data, conducting onboarding and training, and improving recurring support processes.

Key Responsibilities

- Own a set of client accounts and act as the primary point of contact.
- Manage customer queries and provide timely support within defined SLAs.
- Conduct client onboarding, product training, and refresher sessions for new users.
- Understand customer requirements and convert business questions into clear data requests.
- Prepare and share accurate reports, insights, and recommendations with clients.
- Verify data and identify discrepancies or unusual changes in dashboard information.
- Monitor account usage and identify potential customer or renewal risks.
- Create simple training materials, guides, scripts, and product explainers for users.
- Identify repetitive customer requests and help convert them into automated reports, alerts, or workflows.
- Work with Product, Engineering, and AI teams to communicate customer requirements.
- Capture customer feedback, success metrics, and recurring issues to support product improvements.




- Maintain accurate customer and account information.

Requirements

- 2–4 years of experience in SaaS, customer support, customer success, account management, or an analyst role.
- Graduate in any discipline.
- Fluent in English and Hindi.
- Robust written and verbal communication skills.
- Good working knowledge of Excel or Google Sheets, including pivot tables.
- Strong attention to detail and data accuracy.
- Comfortable using AI tools for research, reporting, and workflow improvement.
- Ability to explain products and processes clearly to customers.
- Strong problem-solving and customer-handling skills.
- Willingness to travel for occasional client/store visits.

Good to Have

- Experience in retail, SaaS, customer success, or store operations.
- Knowledge of a third Indian language such as Kannada, Tamil, Telugu, Marathi, Malayalam, Gujarati, or Bengali.
- Basic SQL knowledge.
- Experience with Freshdesk, Zoho Desk, Intercom, or similar ticketing tools.
- Experience using CRM platforms.
- Hands-on experience with AI/LLM tools.

Benefits

- Competitive salary
- Exposure to SaaS, AI, and retail technology
- Client-facing experience and professional development
- Growth opportunities opportunities
- Collaborative work workplace

Pay: ₹75,744.01 - ₹98,117.55 per month

Benefits:

- Leave encashment
- Life insurance
- Provident Fund

Work Location: In person

📌 Customer Support Manager - Saas (India)
🏢 Pluspeople
📍 India