Customer Success Executive

About the role

Social Champ is seeking a Customer Success Executive to help customers get the most out of its AI‑first social media management platform. You will be a primary point of contact, guiding users through demos, answering support queries, and ensuring a smooth experience across live chat, email, and calls.

Key responsibilities

• Guide customers through the platform, conduct product demos, support calls, and follow‑ups to build confidence in using Social Champ.
• Provide timely, clear support via live chat and email, diagnosing issues and escalating to technical teams when needed.
• Own customer problems from identification through resolution, keeping customers informed throughout the process.
• Proactively build strong relationships by following up, understanding needs, and identifying opportunities for trust‑building.
• Share customer feedback, recurring pain points, and feature requests with internal product, engineering, and marketing teams.
• Maintain accurate records of conversations, feedback, and resolutions in the CRM and support systems, and help update help‑center articles.

Required profile

• 0–2 years of experience in Customer Success, Support, Account Management, or a similar customer‑facing role; fresh graduates are welcome.
• Excellent written and verbal communication skills with a strong problem‑solving mindset.
• Ability to manage multiple conversations and priorities effectively.
• Customer‑first attitude and willingness to work rotational shifts, including evenings and nights.

Required skills

• Experience with CRM platforms.
• Familiarity with ticketing systems.
• Use of live chat tools.
• Knowledge of social media management or digital marketing tools.