Customer Success Associate

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 fast 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 fast-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.