Job Description

Job Title : Customer Support Analyst Department : Customer Experience Location : Bangalore Who We Are Established in 2015, ClickPost is Asias largest Logistics Intelligence Platform, working with companies such as Walmart, Nykaa, Meesho, Adidas etc. to help them improve post purchase customer experience. We have been profitable for the past 5 years and are backed by some of the biggest investors around and are growing 2x year on year. We are one of the rare startups working at cutting edge technology, with enormous scales and a brand name that is well respected in Indian Saas and e-commerce world. Our core values of transparency, continuous learning, ownership, and speed have fostered a dynamic culture. With several ex-startup founders on the team, weve created a workplace that s both engaging and rich with learning opportunities. Role Summary: As a Customer Support Analyst, you will handle customer inquiries, resolve technical issues, and ensure a smooth experience for our clients. You ll be the first point of contact for customers, providing timely and effective support, troubleshooting technical issues, and delivering a high level of customer satisfaction. In addition to general support responsibilities, this role requires basic technical knowledge, including understanding APIs, HTML, and common troubleshooting techniques related to SaaS platforms. Within 1 month you will be able to: Familiarize yourself with ClickPost s product features, customer base, and common challenges faced in post-purchase logistics. Gain a strong understanding of ClickPosts support workflows, tools, and communication channels Start handling customer inquiries effectively, resolving common issues with minimal supervision, and contributing to a high standard of customer satisfaction. 3 months you will be able to Develop expertise in E-commerce, SaaS, and Logistics industry standards, along with the nuances of ClickPost s platform. Proactively identify recurring issues and share insights with the product and engineering teams to improve user experience. Contribute to optimizing the customer support documentation and support playbooks, ensuring they align with best practices in customer experience. 6 months you will be able to Independently handle complex customer issues, including advanced troubleshooting and supporting API integration needs. Play a key role in quality initiatives, collaborating with cross-functional teams to enhance the support process and improve CSAT. Drive measurable improvements in response times and resolution rates, directly contributing to ClickPost s reputation for excellence in customer support. Why Join ClickPost s Customer Experience Team ClickPost s CX team stands at the forefront of delivering exceptional support in the post-purchase logistics space. Known for our strong NPS and customer-centric approach, the team has cultivated a brand that is well-regarded in the SaaS and E-commerce domains. Working in our CX team means joining a group dedicated to continuous improvement, where your contributions directly enhance the customer experience and drive brand loyalty. You are someone who we can count on to Own: Manage customer inquiries through various support channels (email, chat, phone) with professionalism and efficiency. Diagnose and troubleshoot customer issues related to the platform, including technical challenges involving APIs, integrations, and basic HTML errors. Assist customers in integrating Clickpost s platform into their existing systems, providing expert guidance on API usage and troubleshooting. Document and log customer interactions and technical issues in the CRM, ensuring accurate records for future reference. Learn: Develop a deep understanding of our platforms features and capabilities, staying updated on new product releases and updates. Gain hands-on experience in diagnosing technical issues and effectively communicating solutions to customers. Learn best practices for integrating and optimizing the use of our platform, enhancing your skills in customer support and technical troubleshooting. Improve: Identify and analyze recurring customer issues, providing valuable insights to the product and engineering teams to drive improvements in the overall customer experience. Contribute to the creation of support documentation and best practice guidelines, helping to streamline processes and enhance team efficiency. Collaborate with cross-functional teams to escalate complex technical issues and ensure timely resolution, fostering a culture of continuous improvement. What you will need to crack this role 2+ years of experience in a customer support role, preferably in a B2B SaaS environment. Technical knowledge of APIs (e.g., ability to help customers with API integration, understanding request/response, and authentication methods). Basic understanding of HTML and web technologies to troubleshoot customer interface or integration issues. Familiarity with JSON and XML formats is a plus for troubleshooting API-related issues. Experience using customer support platforms like Zendesk, Freshdesk, or similar tools. Strong problem-solving skills and the ability to communicate complex technical issues to non-technical customers in a clear and concise manner. Excellent verbal and written communication skills. Ability to multitask and manage time effectively in a fast-paced environment. Perks Benefits We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary. Competitive salary package with performance-based bonuses Comprehensive health insurance coverage for you and your dependents. Continuous learning and professional development opportunities. Employee assistance program for mental health and well-being support. Supportive and inclusive work culture promoting diversity and collaboration.