Customer Success Executive/Customer Support -Any Industry

Job description

Key Responsibilities ● Manage customer conversations across the entire journey—from design handover to project completion and handover—ensuring seamless experiences that maintain high CSAT and NPS scores. ● Act as the primary point of contact for customers, proactively addressing queries, resolving issues, and gathering feedback to uphold satisfaction metrics. ● Manage escalations and tickets from both customers (external) and internal teams, prioritizing and resolving them efficiently. ● Coordinate with internal stakeholders including Sales, Design, Project Management, and Operations teams to align on timelines, updates, and resolutions. ● Collect outstanding payments timely, based on project milestones and completion stages, while maintaining positive customer relationships. ● Monitor and manage customer sentiment throughout the experience, using proactive outreach to turn potential negatives into positives. ● Meet customers in-studio/store for consultations and occasional site visits to ensure on-ground satisfaction and issue resolution. ● Track customer health indicators, identify risks early, and contribute to CSAT/NPS reporting. Requirements ● Bachelor's degree in any field; MBA or relevant certification in Customer Experience/Success is a plus. ● 1-3 years of experience in customer success, account management, or support roles, preferably in home services, real estate, or e-commerce. ● Strong communication skills with proficiency in email, calls, CRM tools (e.g., Zendesk, Salesforce), and ticket management systems. ● Comfortable with in-person customer meetings, occasional site visits, and cross-functional coordination. ● Data-savvy with experience in CSAT/NPS tracking, sentiment analysis, and basic analytics (Google Sheets/Excel). ● Empathy-driven, organized, and resilient in a fast-paced environment.