About the Role:
As a Customer Service Specialist, you will be the crucial bridge between Kaiterra and our key enterprise customers throughout their post-sales journey. This role is ideal for a detail-oriented, empathetic problem-solver who loves helping customers succeed, troubleshooting technical issues, and managing day-to-day account operations.
You will take ownership of the customer experience the moment a deal closes, managing everything from initial setup and logistics to ongoing training and technical support. Working closely with our Sales and Product teams, you will act as the voice of the customer, shaping our internal processes and ensuring our enterprise clients get the maximum value out of our solutions.
Location: Remote (Preferably Bangalore, India)
Reporting to: Head of Enablement
What You’ll Do:
Drive Customer Onboarding & Account Management
- Serve as the primary point of contact between Kaiterra and a portfolio of key enterprise accounts for all post-sales activities.
- Guide new customers through the initial setup phase, answering questions and ensuring a smooth, seamless onboarding experience.
- Manage day-to-day account operations, including coordinating logistics, arranging shipments, and providing proactive delivery updates.
Provide Technical Troubleshooting & Support
- Investigate and troubleshoot technical issues raised by customers in an effective, timely manner.
- Handle product exchanges and repairs (RMA), ensuring customers receive transparent and timely updates on their progress.
- Develop processes and procedures to continuously improve the efficiency and quality of our customer support experience.
Voice of the Customer
- Gather customer feedback and track complaints, acting as the internal "voice of the customer."
- Collaborate with Product, Engineering, and Marketing teams to provide valuable, real-world input that shapes our core business and product roadmap.
What You'll Bring:
- Experience: At least 3 years of experience in an Account Management or Customer Support role managing B2B clients.
- Industry Expertise: Experience in IT, B2B SaaS, hardware products, facilities, HVAC, or a similar industry is highly preferred.
- Language Skills: Exceptional English communication skills (written, verbal, and presentation) and fluency in spoken Hindi.
- Flexibility: Ability to work flexible schedules to accommodate customer time zones as needed.
What Will Make You Successful:
Technical Troubleshooting & Problem Solving
- Issue Resolution: You aren't afraid to roll up your sleeves to troubleshoot difficult technical hardware/software issues and find timely solutions.
- Process Improvement: You take ownership of problems and proactively look for ways to optimize the customer support experience.
Customer-Centric Communication
- Empathetic Partnership: You have a genuine desire to help customers succeed and can navigate complex or frustrating technical situations with grace and empathy.
- Voice of the Customer: You effectively synthesize customer feedback into actionable insights for our internal teams to help improve our products.
Ownership & Adaptability
- Proactive Management: You excel at juggling multiple accounts, managing logistics independently, and keeping things highly organized.
- Mission-Driven: You are passionate about learning, driven to make a real impact on the environment, and thrive in a dynamic, fast-paced setting where you can try new things.
Kaiterra is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
Work Location: In person
