Job Description

Customer Success - Spanish ( Preferred 1-3 Years of relevant experience in customer success and can speak Spanish ) Locus is a technology platform that uses machine learning and proprietary algorithms to automate complex supply chain decisions. We are building The World\'s Best Dispatch Management Platform in Final Mile. Our smart supply chain solutions provide end-to-end visibility and enable enterprises to enhance their operational efficiency by reining costs, streamlining the customer experience, and reducing environmental impact. Headquartered at Bangalore, India, we have offices present across, North America, South East Asia, EU. We are a 150+ strong team and growing rapidly. With a strong base of investors, GIC, Singapore\'s sovereign wealth fund, Qualcomm Ventures LLC, Tiger Global, Falcon Edge, Blume Ventures, pi Ventures, and others., Locus has raised around $80 million across multiple rounds. Locus\' scalable solutions include route optimization, real-time tracking and analytics, sales beat optimization, territory planning, vehicle allocation, and network design. Our future-ready platform has resulted in $150 million+ savings in logistics costs, 70 million+ kilometer reductions in distance traveled, and 17 million+ kilograms reduction in GHG emissions across clients like Nestle, Mondelez, Unilever, BigBasket, Bluedart, Bukalapak, The Tata Group, and many others. The company powers deliveries across North America, Europe, Southeast Asia, Middle East, ANZ, and the Indian Subcontinent. Backstory: Locus\' journey is quite an interesting story. What began as a women\'s safety application is now a global last-mile logistics optimization platform. Back in 2015, Nishith Rastogi and Geet Garg developed RideShare, a geo-tracking application to improve women\'s safety in cabs by tracking deviations from predefined routes. They soon noticed it was adopted by many new-age food delivery companies to manage their delivery personnel. After some research, they identified a significant opportunity to automate and improve decision-making in last-mile logistics. And in July 2015, Locus was born in a 2 BHK studio apartment in Bangalore. Today Locus is a global organization bringing real-world growth through last-mile excellence for enterprises across industries and use cases. Some of our milestones have been: 2016: Raised Series A round funding from Exfinity Ventures and GrowX Ventures and launched our first two offerings: Route Planning and Control Tower (formerly Dispatch IQ and TrackIQ). 2018: Achieved a landmark of 10 million successful customer orders. 2020: Raised series B funding led by Falcon Edge and Tiger Global. Opened our first offices in North America and South East Asia. 2021: Raised Series C funding of $50 million led by GIC and Qualcomm Ventures and got recognized twice in a row as the Representative Vendor in various Gartner Market Guides. 2022: Unveiled our real-world ready dispatch management platform, moving from product-based to platform-based offerings. Expanded our footprint to Mexico. Customer Success Engineer Location: Bangalore Are you a customer support champion who is passionate about bringing value to customer\'s needs Do you believe you could enhance our customer experience to deliver delightful experiences Do you believe you can be the voice of the customer and communicate customer feedback to the management team If you\'re answering yes, you are the person we are looking for. Roles and Responsibilities: Interacting with customers using telephone, email, and chat services to resolve complex support and various other account management functions. Communicate complex technical topics in clearly understandable written and spoken English with customers over tickets, calls etc Troubleshoot and help solve inbound customer inquiries, while providing exceptional service experiences along the way. Become an expert on the Locus platform, and help educate customers on best practices. Investigate & escalate any critical issues to relevant stakeholders across the organisation Work closely with the Customer Success team to keep them informed of all important customer interactions Contribute to our Help Centre articles and curate existing content to ensure customers are aware and have access to self-serve content Analyze. You will analyze SLAs, response times and open tickets and apply your findings to develop an effective and workable framework for managing and improving customer support. Strategize. You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis. You will develop and improve the phone/ticket processes to ensure free flowing resolution, escalation, and information within the organization. Execute on team initiatives to improve internal processes and our customer experience as a whole. Who would fit the role 2-4 years in a customer facing support business. Must be able to read, write, and speak English & Spanish fluently. Must have excellent knowledge of business writing, grammar and mechanics used in speaking and writing with customers and co-workers Demonstrable problem solving and troubleshooting skills, logical thought process. Good technical aptitude to ramp up on technical and business concepts. Good to have an understanding of SaaS products or the logistics tech industry. Should know how to work on Excel. Supporting clients 24/7, thus hours of work may vary Experience working with REST APIs is a plus Experience working with Freshdesk Ticketing is a plus Life at Locus comes with added benefits as well: Locus Energize -our wellness initiative for our team provides Unlimited cashless in-clinic consultations, access to more than 2000+ gyms, cult fitness studios & sports facilities, Telehealth support, pre-recorded fitness videos & mindfulness podcasts, via an app-based access. A comprehensive Health Insurance policy that covers you and also your loved ones Continuous learning and development programs, focused on cross-cultural interactions and individual skill building Flexible work hours - we believe in getting the work done, and most teams choose their cadence of work coordination and hours to do inter-team collaboration as well as deep focus individual work. No leave restrictions (you manage your own leaves) We are committed to sustainable practices and one of the many ways we do our share is by incentivising team members who stay close to the office! Pedal or Walk your way to the office and earn extra bucks with a healthier you! With all of that and a cool office space in the heart of Bangalore, that offers healthy catered meals, a fully functional gym, enjoy a game of snooker or table tennis, and a fully functional hardware lab for your tinkering projects.

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