Customer Success Associate

Ovii's Interpretation of the Role

The Customer Success Associate will own end‑to‑end issue resolution for US‑based educational institutions, building deep product knowledge and delivering proactive support. The role blends direct customer interaction, cross‑team collaboration, and documentation to drive satisfaction and product adoption.

Role Snapshot

• Customer support for US education institutions
• Own issue resolution via chat or email
• Collaborate with engineering and product teams
• Create and maintain help documentation
• Drive customer satisfaction metrics
• Participate in 24/7 critical support rotation

Must-Have Requirements

• Customer service experience
• Excellent written communication
• customer service

Nice-to-Have Signals

• Tool proficiency (Google Suite, Intercom, Slack, Loom, Notion)
• Prior SaaS / B2B experience
• Adaptability to new challenges
• Interest in process improvements
• SaaS/B2B experience

Work Setup

• Location: Bangalore, India
• Work mode: ONSITE
• Timezone: Work hours 9:00 AM‑5:00 PM EST
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Identify, reproduce, and resolve customer issues, taking full ownership of each case
• Analyze technical problems and work with engineers to deliver fixes
• Gather feature requests and relay insights to the product team
• Follow SOPs and meet SLA/KPI targets for support requests
• Create, update, and improve help articles and self‑service resources
• Proactively suggest best practices, short videos, and workarounds to customers
• Participate in the Critical Support squad’s on‑call rotation for 24/7 coverage
• Assist the Customer Success Manager with queries and improvement initiatives

Good Fit If You Have

• Self‑motivated in a fast‑growing startup
• Ownership mentality and willingness to volunteer for challenges
• Fast learner of SaaS/technical products
• Adaptable to new challenges beyond day‑to‑day duties
• Interest in contributing to process improvements