Dear Candidate,

We are hiring for the below position.

Please go through the Job summary and acknowledge the same for further process.

About Zenwork- https://www.zenwork.com/

Zenwork is a rapidly growing product-based company for B2B financial compliance and regulatory reporting technology (RegTech) company.Through its major brands, Tax1099 and Compliancely, the company automates complex digital tax filings (such as 1099s and W-9s) and identity/compliance checks for over 100,000 customers worldwide.Founded in 2011, the global operation relies heavily on its Hyderabad, India facility as its core product development and operational canter, employing hundreds of local engineers and tech professionals.

Role: Trainee Customer Success Executive

Experience : Fresher

Shift: 24/7 work environment with rotating weekly time off.

Must be able to work permanent night shifts or assigned rotational shifts.

Education: Graduation Mandatory

Location: Hyderabad

Notice Period: Immediate / 30 Days

Work Mode: Work From Office-5 Days mandatory.

Job Summary:

Role Overview

We are looking for an experienced Trainee Customer Support Executive to manage day-to-day customer support operations, handle complex customer issues, guide team members, and ensure high-quality and timely resolution of customer queries.The ideal candidate should have strong experience in SaaS customer support, team coordination, escalation management, and cross-functional collaboration.

Key Responsibilities

- Handle customer queries through email, chat, and phone, ensuring accurate and timely resolution.
- Manage daily support operations, including ticket allocation, prioritization, backlog management, and follow-ups.
- Act as the first point of contact for team members requiring assistance with complex customer or product-related issues.
- Product & Cross-Functional Collaboration: Coordinate with Product, QA, and Engineering teams on customer feedback, product issues, feature improvements,



testing, and releases.
- Team Training & Development: Train and mentor the support team on product updates, processes, troubleshooting, and customer handling to maintain strong product knowledge.
- Peak Season & Deadline Management: Plan and manage support operations during peak filing periods to ensure adequate coverage, prioritization, and timely resolution of critical issues.
- Team Performance & Metrics: Monitor team productivity, quality, SLA adherence, FRT, AHT, FCR, CSAT, ticket backlog, and other key support metrics and drive improvements where required.
- Escalation Management: Take ownership of complex and high-priority customer escalations, coordinate with relevant teams, and ensure timely resolution and communication.
- Identify recurring customer issues and ensure product defects, workflow gaps, and improvement opportunities are reported to the appropriate teams.
- Maintain and improve SOPs, FAQs, troubleshooting guides, and internal knowledge documentation.
- Ensure the support team is prepared for product releases, tax-year changes, process updates, and critical filing deadlines.
- Act as the Team Lead when required and take ownership of day-to-day team decisions and operational issues.

Required Skills & Qualifications

- Customer Support, Customer Success, or Technical Support, preferably in a SaaS environment.
- Strong written and verbal communication skills.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Experience handling customer escalations and high-priority issues.
- Ability to train, mentor, and guide team members.
- Understanding of customer support KPIs and performance metrics.
- Ability to work effectively with Product, QA, Engineering, and other cross-functional teams.
- Strong ownership, accountability, and attention to detail.
- Ability to perform effectively in a rapid-paced, high-volume, and deadline-driven environment.

Thank You,

Syam Babu Maddirala

HR-Talent Acquisition| Zenwork [email protected] |

📌 Walk-in || Job-Trainee-Customer Success Executive. (Hyderabad)
🏢 Zenwork Digital
📍 Hyderabad