Job Description

Social Pilot is looking for a Customer Support Associate to join our team. You will build meaningful SaaS products in the Martech space that the customers love. You will be part of a highly collaborative group of creative problem solvers with a passion for innovation. In this role, you will collaborate with cross-functional product teams, including UX and UI designers, product managers, engineers, customer success managers, and marketing managers. 

This role is full-time, Remote

What you will do

• Proactively support customers with prompt, friendly and accurate solutions through any medium or channel (including phone, email, chat, and social media)
• Work closely with customers to understand their measures of success and identify areas for improvement
• Troubleshoot technical queries to identify issues in order to provide complete information and resolution to customers
• Collaborate with other departments, such as sales, technical support, and product development, to address customer needs and improve overall customer satisfaction.
• Educate customers on product usage, guiding them through processes and troubleshooting steps
• Ensure Customer Satisfaction and create a WOW experience

What are you like

• 3+ years of experience in SaaS product support and customer success
• Strong communication and interpersonal skills; ability to provide timely communications to customers is vitally important
• Strong technical skills to understand and identify the technical problems and resolving them 
• Strong analytical skills – ability to adapt the tools quickly and in-depth knowledge on finding out the root cause of the problem
• Develop a proactive approach to establish a “best-in-class” support services experience to continuously improve customer engagement and satisfaction.
• Modernizing customer experience through tools, technologies, and processes to both resolve customer issues as well as help answer their “how-to” questions.
• Meeting the customer’s SLAs while updating the tickets on timely manner
• Understanding of social media channels and connections
• You have already worked in technical support or product support role
• You have the knowledge of using JIRA
• You know the basics of social media support

About Social Pilot

Social Pilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.

We’re a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway.

Social Pilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.

Our impact so far

• Helped 12,000+ marketing agencies and SMBs across the globe
• 5 billion+ social media posts published
• One of the fastest-growing SaaS companies in India as listed by Inc 42
• Ranked as a “Leader” consistently by G2, Capterra, Software Suggest, and Trust Radius
• Nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
• Named as the Top 10 Bootstrapped Startups in India
• Consistently ranked as a “Great Product” consistently by G2, Capterra, and Trust Radius
• Officially a Great Place to Work^TM – Certified startup
• Rated by YOUR STORY as the Number 1 social media scheduling tool

What we believe in

• Customer Obsession: We put customers first while making decisions and planning future goals
• Ownership: We believe in taking ownership of areas that we’re working on. We own up to our – successes and failures. Moving the needle matters more than just busywork
• Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.
• Nimbleness: We respond rapidly to changing circumstances and customer needs
• Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.

Why join Social Pilot?

• Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
• No micromanagement: Own up your work and be accountable without the need for close supervision.
• Great team: Work with a great team with diverse backgrounds from world-class organizations
• Personal growth: Design a personal learning plan and utilize organizational resources to achieve the goals.
• Best in class health and medical benefits
• Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December
• Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
• Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
• Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office