Product Support Specialist | B2B SaaS (US & APAC)



Product, Customer Service
Bengaluru, Karnataka, India
Posted on Tuesday, May 7, 2024
At Bookee, customer success is more than just answering questions. It's about using the information customers give us as insights to help Bookee grow. Moreover, providing amazing support that establishes trust with our customers and clients is at the center of the Bookee customer experience. We're obsessed with providing the highest quality service, in the smartest way. And for Bookee to continue its growth and success, we need to be able to not only improve but also scale our fast-growing customer success operations.
About The Role:
The Support Specialist will be responsible for resolving client queries through various channels of communication. The role requires a high level of problem-solving skills and excellent communication skills to ensure customer satisfaction.

What You'll Do:

  • Provide timely and accurate responses to client inquiries via chat, email and calls
  • Document and track all customer interactions and resolutions in a customer relationship management system
  • Collaborate with other departments to resolve complex issues that require cross-functional expertise
  • Continuously learn and stay up-to-date on product knowledge and industry trends to provide the best customer service possible
  • Provide training and support to clients on product features and functionalities as needed
  • Examine support tickets and look for common questions that documentation could help answer, and then develop that documentation
  • Identify bugs and feature requests, and escalate them to our product and development teams

What You'll Need:

  • 1-2 years of experience in a customer support role in the B2B SaaS industry
  • Excellent communication and interpersonal skills
  • Strong problem-solving skills with the ability to think critically and creatively to find solutions
  • Knowledge of customer relationship management software and basic technical troubleshooting skills
  • Ability to multitask and prioritise tasks effectively
  • Positive attitude and willingness to work in a team environment
  • Availability to work flexible hours, (EST, PST and APAC) including weekends and holidays if required
Our history and background
Our leadership team has worked at elite organizations and startups like JP Morgan, Uber, Shiprocket, BrowserStack, and MagicPin; and is passionate about making physical and mental health more accessible.
We have raised over $3.2 million in venture capital from Antler; founder of FusionCharts (Pallav Nadhani); and leaders from companies like Meta, Gitlab, Freshworks & CleverTap.
We are excited to open up more seats in this rocket ship!