Job Description

Location: New Delhi (Opp. Aerocity) Department: Customer Success Role Type: Full-Time Role Overview We are looking for a customer-obsessed, proactive, and solution-oriented professional to join our Customer Success team. In this role, you will own client relationships end-to-end--ensuring smooth onboarding, driving high service satisfaction, resolving issues with speed and clarity, and helping clients achieve their shipping and business goals. Key Responsibilities Client Relationship Management Serve as the primary point of contact for assigned customers. Build trusted relationships and understand each client's business, shipping patterns, and challenges. Conduct regular check-ins and performance reviews with merchants. Issue Resolution & Support Coordinate with internal teams (Ops, Product, Finance, Tech) to resolve customer issues quickly. Manage escalations with empathy and ownership. Track shipments, handle exceptions, and ensure timely communication. Onboarding & Training Assist new clients with setup, documentation, and system walkthroughs. Guide customers on product features, portal usage, integrations, and best practices. Performance Monitoring & Insights Track key metrics: TAT, SLA, exceptions, RTO %, delivery success. Analyze client trends and suggest improvements proactively. Prepare weekly/monthly reports and share insights with customers. Retention & Growth Identify upsell/cross-sell opportunities based on customer needs. Ensure high customer satisfaction and prevent churn. Be the voice of the customer internally. Required Skills & Competencies Strong communication skills--spoken and written. Customer-first mindset with high empathy and patience. Problem-solving ability, quick decision-making, and logical thinking. Ability to manage multiple accounts and handle pressure. Basic understanding of logistics/e-commerce shipping (preferred). Proficiency in Excel, CRM tools, and ticketing systems. Oreferred Candidate Profile 2 - 4 years of experience in Customer Success, Client Servicing, or Operations. Experience in logistics, supply chain, e-commerce, or SaaS is a plus. Someone who is reliable, detail-oriented, and enjoys working with people.

Job Types: Full-time, Permanent

Pay: ?29,000.00 - ?33,000.00 per month

Work Location: In person