Job Description
About Us Volopay is a Y Combinator-backed start-up that combines, corporate cards, bill payments, approvals, expense reimbursements, and accounting automation in one single platform. We empower businesses to manage, grow and succeed with our cross-platform solution that delivers more functionality across financial operations. We are trusted by some of the top investors in the world and are being awarded as one of the most influential fintech start-ups in South East Asia. We are seeking a dedicated and experienced Customer Success Manager - India to ensure exceptional service delivery to our clients. As the Customer Support Manager, you will be responsible for managing client accounts, resolving inquiries through chat, liaising with product and service providers, and building scalable processes for future customer support team members. This role requires strong leadership skills, a customer-centric approach, and the ability to effectively collaborate with internal and external stakeholders. Key Responsibilities: Client Account Management: Serve as the primary point of contact for designated SaaS and enterprise client accounts, fostering strong relationships and ensuring client satisfaction through timely and effective communication. Intercom Management: Oversee the Intercom platform to respond to customer inquiries, provide technical support, and address product-related questions or concerns in a timely and professional manner. Issue Resolution: Work closely with internal teams and external product/service providers to resolve customer queries, troubleshoot technical issues, and ensure timely resolution to maintain high levels of customer satisfaction. Process Development: Develop and implement efficient and scalable processes for managing customer support inquiries, including ticket management, escalation procedures, and knowledge base documentation. Team Leadership: Eventually lead, mentor, and coach the customer support team members, providing guidance, feedback,
