Role & Responsibilities:

Customer Onboarding

- Own the end-to-end onboarding of new customers, from initial setup to successful go-live.
- Understand customer requirements and configure the product accordingly.
- Coordinate with Sales, Product, Tech, and other internal teams to ensure smooth onboarding.
- Train customers on product usage, workflows, and best practices.
- Proactively identify onboarding gaps and ensure customers are able to use the product effectively from Day 1.
- Track onboarding progress, follow up on pending requirements, and drive timely activation.

Customer Support

- Handle customer queries over WhatsApp, calls, and the central support inbox.
- Resolve issues end-to-end across bookings, pricing, system usage, and other product-related queries.
- Coordinate with Product, Tech, and Onboarding teams to resolve complex issues and escalations.
- Identify recurring customer issues and help improve product flows, documentation, and support processes.
- Ensure rapid responses, clear communication, and high customer satisfaction.
- Maintain a strong understanding of the product to troubleshoot issues independently wherever possible.





Preferred Candidate Profile

- 3 to 6 years of experience in customer onboarding, implementation, support, operations, or customer success.
- Strong communicator, clear, responsive, and customer-friendly.
- Comfortable handling calls, WhatsApp chats, and escalations.
- Strong ownership mindset. You like solving problems, not just responding to them.
- Good at managing multiple customers and priorities simultaneously.
- Comfortable working in a rapid-moving, slightly unstructured environment.
- Prior experience in startup, SaaS, travel, hospitality, or B2B products is a plus.
- Experience with customer onboarding, product implementation, or training is highly preferred.

Why Join

- High-ownership role where youll shape how customer onboarding and support work at scale.
- Work closely with founders and the core team.
- Opportunity to influence product, processes, and customer experience.
- Opportunity to grow into a larger team lead or customer success role as the function scales.

📌 Customer Success Associate (Bengaluru)
🏢 Townmiller
📍 Bengaluru