About this role
Job Title
Customer Success Associate
Job Summary
Mahshell Soft Ltd is seeking a customer-focused Customer Success Associate to support customers throughout their journey with the company's products and services. The Associate will assist with onboarding, product education, customer support, issue resolution and customer feedback.
Key Responsibilities
- Assist new customers with onboarding and account setup.
- Guide customers on how to effectively use company products and services.
- Respond to customer questions through approved communication channels.
- Provide basic product and account support.
- Troubleshoot common customer issues and escalate technical issues when necessary.
- Follow up with customers to ensure their concerns are resolved.
- Conduct product demonstrations and training sessions.
- Maintain accurate records of customer interactions and issues.
- Collect and document customer feedback.
- Identify recurring customer challenges and communicate them to relevant teams.
- Support customer retention and engagement activities.
- Assist in preparing customer guides, tutorials and training materials.
- Maintain professional and timely communication with customers.
- Collaborate with Sales, Product, Engineering and Operations teams to improve customer experience.