Customer Support Executive

Customer Support Executive

About Us:

Emitrr is a complete customer interaction and engagement platform that helps small businesses automate day-to-day tasks – estimate follow-up, appointment reminders, review requests, scheduling, intake, and more. With Emitrr, small businesses can spend time growing their business by bringing everything under one platform – Reputation, Text messaging, Phone Systems, Forms, Customer Engagement, and more. 

Founded by Anmol Oberoi and Pulkit Gambhir. Anmol has 6 years of experience scaling two multi-million dollar SaaS companies (VWO, Tracxn) and Pulkit has built technology for Anaek and HeyMojo (two of the most successful conversational AI platforms). We are a profitable Vertical SaaS platform with healthy revenues. We are growing at a super-fast speed and are funded by some of the Tier-1 VCs in India & the US.

Why apply?

• To become a jack of all trades along with master of one. Everyone in the team talks to customers so they can empathize with them better. So apart from developing good customer support skills, you will also get to wear multiple other hats.
• Opportunity to work directly with our customers and understand their pain points, and be part of the early team that contributes to building a better product based on customer feedback.
• We are a very flexible organization and expect everyone to setup their own work schedule, instead of it being defined top down.

Responsibilities:

• Overseeing the customer support process.
• Resolving customer queries/complaints/feedback brought to your attention.
• Creating policies and procedures to implement customer feedback and to continuously improve our product.
• Participate in the hiring of new team members on the customer support team along with the founders.
• Ensuring CSAT and NPS scores are as per industry standards. Our current CSAT is well above 90% and most of our tickets are resolved in the first conversation.
• Conducting surveys with customers and providing feedback to the product team.
• Possessing excellent product knowledge to enhance customer support.
• Working closely with the marketing team to grow our customer reviews on sites like Capterra, G2 Crowd and also to create customer stories in forms of videos, audio interviews, textual and more.
• Hands on experience with softwares like Zendesk, Hubspot Support is a plus.

Note: This role requires you to work in the US (EST) time zone.