Customer support

Job Description:

Role : Customer Support & Success Specialist (Inside | SaaS)

Experience: 1– 4 years
Location: Navi Mumbai
Joining Timeline: Immediate

Why this role matters

Our customers are real Indian businesses - traders, service providers, manufacturers, and professionals trying to digitize.

This role is the voice of Billoxy for our customers.
You will directly impact retention, trust, and product adoption.

This is not call-center support.
This is customer success ownership.

What you will OWN

• First-line customer support via chat, call, email, and in-app
• Customer onboarding and hand-holding for MSMEs
• Resolving billing, GST, payments, and product usage queries
• Turning support conversations into product insights
• Building FAQs, help docs, and support workflows from scratch
• Identifying upsell, retention, and success opportunities

What we’re looking for

• 2-4 years experience in SaaS / ERP / accounting software / POS / fintech support
• Strong communication skills (English + Hindi; regional language is a plus)
• High empathy for business users
• Ownership mindset — problem-solving over ticket closing
• Willingness to grow into Customer Success Lead

 This role is NOT for:

• Script-based support agents
• People avoiding customer conversations
• Those unwilling to take responsibility

What you get

• Direct impact on customer success & business growth
• High learning curve across SaaS, MSMEs & AI products
• Clear growth path to Customer Success Lead

Performance incentives (CSAT, retention, upsell)

Who should apply

• People who want ownership, not comfort
• People ready to work closely with founders
• People who want to build, learn, and grow fast
• People who believe Indian businesses deserve better tech