Job Title: Customer Care Executive (Night Shift – US Time Zone)
Company: Sastorm Software LLC
Location: Gurugram, India Shift: Night Shift | 9:00 PM – 6:00 AM IST
Industry: SaaS / BPO
Experience: 0–3 Years Employment
Type: Full-Time
About Sastorm Software
Sastorm Software LLC is a well-funded, certified Salesforce ISV Partner and registered Meta Tech Provider, building powerful Salesforce-native applications trusted by customers across the USA and 50+ countries worldwide. Our flagship products — File Downloader, Message Blink, and SharePoint Tool — help US businesses automate Salesforce data exports, streamline SMS/WhatsApp communication, and integrate seamlessly with Microsoft SharePoint. Backed by strong funding and a rapidly growing US customer base, we are scaling our support team to deliver world-class customer experiences.
Role Overview
We are looking for a proactive and customer-focused Customer Care Executive to support our US clients. You will be the first point of contact for users of our Salesforce AppExchange products, helping them resolve queries, troubleshoot issues, and ensure a seamless product experience — working the night shift aligned to US business hours.
Key Responsibilities
- Handle inbound customer queries via email, live chat, and ticketing tools related to Sastorm's SaaS products (File Downloader, Message Blink, SharePoint Tool)
- Troubleshoot basic product, billing, and account-related issues and escalate technical cases to the product/engineering team when required
- Guide new US-based customers through onboarding and product setup on Salesforce
- Maintain accurate records of customer interactions in CRM/helpdesk tools
- Follow up on open tickets and ensure timely resolution within defined SLAs
- Gather and document customer feedback to relay to the product team
- Collaborate with sales and technical teams to resolve complex customer issues
- Maintain high customer satisfaction (CSAT) scores consistently
- Stay updated on product features, updates, and Salesforce ecosystem changes
Required Skills & Qualifications
- Graduate in any discipline (BCA / B.Tech / BBA preferred)
- 0–3 years of experience in customer support, preferably in a SaaS or BPO environment
- Excellent written and verbal English communication skills (neutral/US accent preferred)
- Fully comfortable working Night Shift: 9:00 PM – 6:00 AM IST on a regular basis
- Basic understanding of CRM tools; Salesforce knowledge is a strong plus
- Familiarity with helpdesk/ticketing tools such as Zendesk, Freshdesk, or similar
- Strong problem-solving attitude and ability to stay calm under pressure
- High degree of ownership and follow-through on customer issues
- What We Offer
- Competitive salary with night shift allowance
- Work with a well-funded SaaS company serving a premium US customer base
- Opportunity to work with a globally recognized Salesforce ISV Partner
- Exposure to SaaS products used by businesses across the USA and 50+ countries
- Clear growth path within a fast-scaling product company
- Collaborative, transparent, and high-ownership work culture
Job Types: Full-time, Part-time, Permanent, Fresher, Internship
Pay: ₹11,252.61 - ₹35,624.18 per month
Expected hours: 42 per week
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Internet reimbursement
- Paid sick time
Work Location: In person
