Customer Experience Executive

Mumbai, Bengaluru, Gurgaon, Shopify

ABOUT US

WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and
highly effective for consumer tech enterprises and SMBs. One of the hottest global SaaS companies, weʼve been recognized by G2
as a Marketing Automation Leader in Asia 2021.
The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual,
hyper-personalized engagement campaigns across 10 communication channels.
We are headquartered in Mumbai, India, and have offices in Delhi, Bangalore, São Paulo, and Dubai. We work with thousands of
brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare,
and Online Retail.
Learn more about us at www.webengage.com

JOB DESCRIPTION

About the role

WebEngage is foraying into D2C market with its new self serve product. Weʼre looking for a skilled and customer oriented success
executive to join our team for this new product. Itʼs a special team setup to function independently and grow our new PLG business.
The primary responsibility of the Success Executive is to provide outstanding customer service to our clients in the US, Europe
timezone via chat and phone calls. The ideal candidate will be able to effectively communicate with customers, provide
appropriate solutions, and ensure that all inquiries are handled in a timely and efficient manner.

Key Functions and Responsibilities:

• Respond to customer inquiries via chat and phone calls in a professional and timely manner.
• Provide accurate and effective solutions to customer problems - go above and beyond to help them with custom solutions
when necessary.
• Identify and escalate issues to the product and engineering teams when necessary.
• Build strong customer relationships and reduce churn, increase retention.
• Regularly analyze data and improve internal customer success processes.
• Continuously develop knowledge of the company's products and services.
• Work collaboratively with other teams to ensure that customer needs are met.

Ideal Candidate

• 1-4 years experience in a customer facing role

• Excellent communication and problem-solving skills. If you are a people-person, this role is ideal for you.
• Ability to multi-task and prioritize tasks effectively
• Strong organizational and time management skills
• Flexibility to work in a hybrid timezone to cater to outside India clients

Bonus if you have:

• Prior knowledge of the shopify ecosystem

• Any past experience / studies / travels in US or Europe.

Life at WebEngage:

• We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our
monthly & quarterly town hall meetings.
• A highly inclusive work culture that promotes a relaxed, creative and productive environment.
• Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance
• Go on company-sponsored offsites, once a year and blow off steam with your work buddies! (Post Pandemic)

Perks & Benefits:

• Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for
Engagers !)
• Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a
Contemporary Leave Policy (beyond sick leaves)

Explore more here:

https://youtu.be/Y0HjfyMjUpg
https://www.linkedin.com/company/webengage
https://twitter.com/WebEngage?s=09
Think you fit the bill? Come along, letʼs redefine the future of Marketing Automation!