What We Are Looking For ● Preferably 2-4 years of relevant experience in Customer Success, Customer Support, Product Support, Implementation or a closely related customer-facing role in a SaaS/software-product company. ● Hands-on experience with software customers, including areas such as onboarding, product training, ticket/issue handling, customer communication, product adoption, implementation follow-up, subscriptions or renewals. ● Strong written and spoken English; Hindi is preferred, and additional Indian languages are an advantage. ● Ability to learn a software product deeply and explain workflows clearly to different types of users. ● Strong ownership and follow-through - you should be comfortable carrying an issue across multiple internal teams until there is a clear outcome. ● Empathetic and patient with customers, while remaining structured, professional and firm where necessary. ● Good problem diagnosis, prioritisation, documentation and escalation judgment. ● Comfortable with CRM/helpdesk/ticketing tools, Excel/trackers, Google Workspace/MS Office, email, WhatsApp/WATI and online meeting tools. ● Comfortable using AI productivity tools responsibly for drafting, summarisation and knowledge work. ● Willingness to work from office in Bangalore and reasonable flexibility for important customer meetings, training or escalations. Important experience fit: This role requires genuine SaaS/software-product customer experience. BPO-only, generic IT-helpdesk, KYC/gaming/travel support, ERP end-user-only or sales-only experience would not be considered sufficient for this position.