Job Description

Role Overview
As a part of Customer Experience (CX), you will be the primary point of contact for customers across their lifecycle - starting from onboarding and implementation to ongoing support and long-term success. This role requires strong communication skills, problem-solving ability, learning mindset and a deep customer-first approach.
Key Responsibilities
Customer Engagement & Communication
Act as a trusted point of contact for customers via calls, emails, tickets, and meetings.
Communicate clearly, professionally, and empathetically with customers at all times.
Set the right expectations and provide timely updates on issues, progress, and resolutions.
Schedule regular monthly/quarterly customer check-ins to understand customer needs, feedback, and overall experience.
Customer Experience Execution
Assist customers with product usage, queries, and issue resolution.
Resolve customer issues effectively through clear communication, empathy, and structured troubleshooting.
Drive onboarding conversations to capture requirements, align expectations, and enable successful implementation.
Ensure customers understand payroll, HR, and system workflows relevant to their setup.
Proactively identify risks, gaps, or opportunities to improve customer experience.
Drive adoption by identifying usage gaps and enabling customers to confidently use Keka's platform.
Post Assessment you will be allocated to one of the following work streams. (Onboarding/ Customer Success/ Customer Support)
Problem Solving & Process Adherence
Diagnose issues, identify root causes, and provide accurate resolutions
Follow defined processes, SLAs, and documentation standards
Escalate issues appropriately with clear context and impact
Schedule monthly/quarterly meetings with customer to understand customer standpoint
Collaboration & Continuous Improvement
Contribute to internal documentation, FAQs, and knowledge bases
Participate in training, enablement sessions, and process improvements
Required Skills & Competencies
Strong verbal and written communication skills with the ability to simplify complex concepts for customers
Customer-first mindset with empathy and professionalism in handling challenging conversations
Logical problem-solving skills with a strong willingness to learn HR, payroll, and SaaS workflows
Quick to adapt in fast-paced environments and open to feedback for continuous improvement
High sense of ownership with effective collaboration across cross-functional teams
Preferred Qualifications
Bachelor's degree in BBA / MBA (HR) / B.Tech / MCA / M.Tech
What Success Looks Like in This Role
Customers feel supported, heard, and confident using Keka.
Issues are resolved effectively with minimal escalations.
Clear, consistent, and professional communication across all touchpoints.
Positive feedback from customers and internal stakeholders.
Why Join Keka
Opportunity to work on a product that directly impacts people operations.
Strong focus on learning, enablement, and growth.
Collaborative culture with high ownership and accountability.
A chance to shape exceptional customer experiences at scale.

Skills Required