About TrulyInbox
TrulyInbox is a fast-growing SaaS platform helping founders, SDRs, agencies, and outbound teams land in the inbox, not the spam folder. Through intelligent email warm-up and inbox management, we help thousands of teams protect their sender reputation and scale outbound reliably.
With 1,200 to 1,500 new signups every month and customers ranging from solo founders to enterprise outbound teams, exceptional support and customer success isn't just a function here. It's a competitive advantage.
The Role
We're looking for a Customer Support & Success Executive who sees support as strategy, not service. You'll be the front line for our customers, resolving issues fast, collecting signal that shapes the product, and turning satisfied users into advocates and expansion revenue.
Roles & Responsibilities
Support & Issue Resolution
Handle inbound support requests across email, chat, and all active support channels
Resolve customer issues quickly and follow up to confirm every ticket is genuinely closed
Identify recurring issues and escalate them to Engineering or Product as systemic bugs with clear evidence
Build and maintain a knowledge base that reduces repeat queries and enables customer self-service
Track and improve response time, resolution time, and CSAT per ticket
Customer Feedback & Voice of Customer
Collect NPS and CSAT scores at defined moments across the customer journey
Run exit interviews with every churned customer to uncover the real reason behind cancellations
Synthesise qualitative feedback into structured, actionable insights for Product and the founding team
Identify and report the top 3 churn reasons each month with supporting evidence
Surface customer language that Marketing can use in messaging, copy, and positioning
Expansion & Advocacy
Identify customers ready to expand (more seats, higher plan, or add-ons) and pass them to Sales with full context
Build and run a referral and advocacy programme for highly satisfied customers
Develop case studies and testimonials from successful customer stories in partnership with Marketing
Own the ongoing relationship with Scale and Enterprise accounts as they grow
Who You Are
1 to 3 years of experience in customer support, customer success, or account management at a SaaS company
Excellent written communication across technical explanations, customer escalations, and insight reports
Naturally organised with strong follow-through on tickets, feedback documentation, and follow-ups
You think in patterns - when multiple customers raise the same issue, you flag it, document it, and push for a fix
Comfortable with support tools like Intercom, Freshdesk, Zendesk, or similar
Bonus: Familiarity with cold email workflows, outbound sales tools, or email deliverability
What Success Looks Like in 90 Days
First response time consistently under 4 hours across all channels
A structured knowledge base is live and reducing repeat ticket volume
NPS and CSAT collection is running at defined customer touchpoints
First monthly churn report delivered to the founding team with evidence and recommendations
At least one customer identified and passed to Sales as expansion-ready
A shortlist of satisfied customers identified for the advocacy programme
Why TrulyInbox
Real Ownership - You won't be managing a queue. You'll own the entire post-signup customer relationship with a direct line to the founder and product team.
Your Feedback Ships - Insights from your customer conversations directly influence what gets built, fixed, and prioritised.
Room to Grow - Clear path to Senior CSE, Customer Success Manager, or a specialist Voice of Customer role as the team scales.
Perks & Benefits
Performance-linked incentives
Annual learning budget (courses, tools, events)
Health insurance allowance
Annual offsite retreat
Fast-track growth to Senior CSE or Customer Success Manager
