Support Executive (Kharadi)

Location- Pune, Kharadi Monday to Friday working Work from Office What You'll Do Demo ● Conduct product demos — Lead structured live walkthroughs of the app dashboard for qualified prospects ● Tailor each demo — Adapt the walkthrough to the prospect's ad stack and stated pain points; no generic tours ● Handle product questions on the spot — Know the platform well enough to answer any feature question live without escalating Onboard ● Set up new accounts — Walk new clients through connecting Meta, Google, and TikTok ad accounts, configuring attribution models, and building their first dashboard ● Train to independence — Ensure every client can operate the app ● Document the setup — Log each client's configuration, integration details, and attribution choices so future support has full context Support ● Own issues end to end — Handle technical questions, data discrepancies, and integration failures from first report to confirmed resolution ● Escalate with context — When engineering is needed, write escalations with reproduction steps, account IDs, and expected vs actual — no back-and-forth ● Maintain documentation — Keep the help centre and internal runbooks current as the product ships new features ● Surface product insights — Flag recurring pain points, confusing UI patterns, and commonly misunderstood features to the product team weekly What We're Looking For Must-have: ● 2 years of experience in SaaS support, customer success, or a role that included demos and onboarding — not just ticket resolution ● Comfortable presenting a product live — you can run a structured demo call, handle questions in real time, and not lose the room ● Ability to explain technical concepts to non-technical users clearly; you bridge what the product does and what the client needs ● Familiarity with performance marketing basics: ad accounts, ROAS, CPL, attribution — you don't need to be a media buyer, but you need to speak the language ● Strong written and verbal communication — explicit on calls, crisp in writing, direct when diagnosing issues ● CRM or helpdesk experience (Intercom, Freshdesk, HubSpot, or equivalent) Good-to-have: ● Prior support experience at an analytics, ad-tech, or marketing SaaS product ● Basic understanding of webhooks, API keys, and OAuth flows — enough to walk a user through a failed integration ● Exposure to Meta Ads Manager or Google Ads account structure ● Experience writing or maintaining help documentation / FAQs Pay: ₹30,000.00
- ₹42,000.40 per month Experience
- Direct support: 2 years (Preferred) Work Location: In person Apply on Kit Job: kitjob.in/job/4mthqe