Customer Support Executive

Bengaluru   |   Full time

UrbanPiper offers an integration layer that powers the operational efficiency of 1000’s of restaurants across India for selling online through their own white-labeled platform or any of the leading food aggregator platforms — Swiggy, Zomato, UberEats, Foodpanda, Scootsy, etc.

At present, we are processing nearly 2 million transactions every month. By the end of this year, we will be growing this number to 10 million. The most defining aspects of our work related to — consistency, reliability, scalability and agility. We make use of a wide variety of technologies and process significantly large amounts of data on a daily basis. 

We are looking for Customer Success Executives who would be responsible for solving issues for restaurants and integrated third-parties. Along with solving issues, a Customer Success Executive would be responsible for analyzing ticket frequency, maintaining quality of responses and provide resolutions within the SLA.

You will:

  • Support merchants and third-parties on issues and queries on orders, integrations and general queries.

  • Maintain and enhance overall customer wellbeing by monitoring customer health, proactively addressing issues, and acting as an escalation point of contact.

  • Collaborate closely with multiple contacts within the organization to identify and drive key goals.

  • Communicate requested product enhancements (customer roadmap requests) internally, utilizing Canny and Github and manage customer expectations on the deliverables of these requests.

  • Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction resulting in increased customer loyalty and client retention.

  • Advocate customer needs/issues cross-departmentally; working together to solve issues and identify upsell opportunities for Account Managers.

We are looking for someone who has:

  • 2 - 5 years of experience in B2B email support.

  • Analytical thinking.

  • Great attention to detail.

  • Passion for delivering customer success and a strong interest in advocating for clients and delivering long term value.

  • Excellent verbal and written communication skills.

  • Ability to prioritize work and work effectively on multiple tasks.

  • Ability to solve problems by utilizing available tools/resources.

  • Self-motivation and quick learning skills.

Nice to haves:

  • Worked in a fast-paced environment.

  • Experience with Freshdesk, Github, Postman, and Kibana.

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