Customer Service Manager (CSM) (Kakkanad)

Customer Success Manager Job Summary:
- Job Title: Technical Support Associate
- SaaS Products
- Location: Kakkanad, Kochi, India
- Job Type: Full-time, Permanent
- Experience: 2-3 years
- Preference: Immediate joiners preferred About Eloit Eloit Innovations is a fast-growing Global SaaS / Software Product company building cutting-edge solutions in education and faith-based technologies. Eloit is on a mission to unlock potential through graceful innovation. Our flagship platforms include Edisapp School ERP, Credisapp, Kristapp, BibleOn, and more
- headquartered in London, with over a decade of innovation and operations in Kochi, India. The Role We are looking for a Customer Success Manager who combines technical understanding with strong communication skills and a customer-first mindset. You will play a key role in ensuring a seamless experience for our clients by providing timely support and effective solutions. Responsibilities
- Customer Interaction: Respond promptly to customer queries across phone, email, chat, and in-person interactions while delivering accurate information and maintaining a professional, positive experience.
- Technical Support: Assist customers with product-related technical issues, guide users through step-by-step troubleshooting, and work closely with the technical team for advanced issue resolution.
- Issue Resolution: Analyse customer concerns, identify root causes, implement effective solutions, and escalate complex cases when required.
- Product Onboarding: Support new clients through the onboarding process — walkthroughs, account setup, configuration guidance, and initial training to ensure a smooth product adoption experience.
- Product Adoption & Engagement: Monitor customer usage patterns, proactively reach out to low-engagement accounts, and guide clients on features and best practices to maximise product value.
- Ticket & Helpdesk Management: Log, track, and manage support tickets through the helpdesk system ensuring SLA adherence, timely resolution, and proper documentation of all customer interactions.
- Release & Update Communication: Communicate new feature releases, product updates, and maintenance notifications to clients clearly and proactively.
- Issue Resolution: Analyse customer concerns, identify root causes, implement effective solutions, and escalate complex cases when required.
- Bug Reporting & Feedback Loop: Identify, document, and report product bugs or recurring issues to the development and QA teams, and follow through until resolution is confirmed to the customer.
- Knowledge Base Contribution: Create and maintain support articles, FAQs, how-to guides, and training materials to help customers self-serve and reduce repetitive queries.
- Renewal & Retention Support: Monitor account health, flag at-risk accounts, and coordinate with the sales and customer success teams to support renewals and reduce churn.
- Communication & Collaboration: Translate technical concepts into simple, user-friendly language and coordinate with internal teams such as development and QA to resolve issues. Requirements
- Education: Bachelor’s degree in IT, Computer Science, or a related field
- Experience: Prior experience in customer support or a similar role
- Communication Skills: Strong verbal and written communication skills
- Language Skills: Fluent in English & Hindi
- Technical Knowledge: Basic technical knowledge of IT products and services
- Problem-Solving Ability: Strong problem-solving and analytical skills
- Tool Familiarity: Familiarity with customer support tools and systems Compensation & Benefits
- Health Insurance
- Provident Fund
- Day Shift Why Eloit? At Eloit, you won't just be doing a job
- you'll be part of a mission. We build technology that impacts thousands of schools, students, and faith communities across the globe, and every person on our team plays a real role in that story. We are a decade-old, London-headquartered Global SaaS / Software Product company with a passionate team in Kochi, India
- building world-class platforms trusted by 700+ institutions across 4 continents. We move fast, we build things that matter, and we invest in the people who make it happen. How to Apply? Interested candidates should submit a detailed resume and a cover letter explaining why they are a good fit for this role. Email: Subject Line: Associate – Customer Experience Know more about Eloit: Job Types: Full time, Permanent Perks:
- Health insurance
- Provident Fund Application Question(s):
- What is your earliest availability to start?
- What is your last drawn salary? Experience:
- Customer support: 1 year (Preferred) Work Location: In person Apply on Kit Job: kitjob.in/job/4m1eeq