Customer Support Executive

Job Description

GoZen.io is a software-as-a-service (SaaS) platform, with 20,000+ paying customers from 40+ countries.

Rated 5 Stars by 2,100+ reviews by customers.

GoZen utilizes artificial intelligence (AI) to help businesses to run their entire sales and marketing in one single platform.

As a Customer Care Executive at GoZen, you will be the frontline representative for our customers, providing timely, empathetic, and effective support. You will handle customer inquiries, troubleshoot issues, and ensure a positive experience with our SaaS products. Your role is crucial in building customer loyalty and satisfaction.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, chat, and other communication channels.
• Provide accurate information about GoZen’s SaaS products, features, and services.
• Troubleshoot and resolve customer issues or escalate to the relevant internal teams when needed.
• Document customer interactions and maintain detailed records in the CRM system.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied.
• Collaborate with Product, Sales, and Technical teams to relay customer feedback and improve service quality.
• Assist with onboarding new customers by guiding them through initial setup and usage.
• Maintain a customer-first attitude, ensuring every interaction reflects GoZen’s commitment to excellence.
• Participate in training sessions to stay updated on product features and industry best practices.

Requirements:

• 1–2 years of experience in customer service or customer care roles, preferably in a SaaS or technology environment.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and patience in handling customer concerns.
• Ability to multitask and manage time effectively in a fast-paced setting.
• Familiarity with CRM tools and customer support software is a plus.
• Basic technical aptitude and willingness to learn new software products.
• Positive attitude, empathy, and a passion for helping customers.

What We Offer:

• A dynamic work environment with a supportive and collaborative team.
• Opportunities for professional growth and skill development.
• Competitive salary and benefits package.
• The chance to contribute to a growing SaaS company with a global customer base.