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As a part of the customer success team, you will help prospects to understand if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.\nJob description:\nEnsure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines\n\nAct as an escalation point for complex customer issues and ensure timely resolution\n\nMonitor team performance, KPIs, SLAs, CSAT, and quality metrics\n\nDevelop, document and improve support processes, workflows, and knowledge base.\n\nCollaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback\n\nShould be able to work as an IC to handle support tickets and calls\n\nRequirements:\n8 years of experience in customer support within a B2B SaaS company\n\nExcellent written and verbal English communication skills (mandatory)\n\n3+ years of experience managing or leading a customer support team\n\nHands-on experience handling customer support via emails, chats, and calls\n\nStrong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms\n\nExperience with ticket management, escalation handling, and customer satisfaction metrics\n\nAbility to work independently and manage teams during the night shift.\n\nOur impact so far:\nHelped 12,000+ marketing agencies and SMBs across the globe.\n\n5 billion+ social media posts published\n\nOne of the fastest-growing SaaS companies in India as listed by\n\nInc 42Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and Trust\n\nRadiusNominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category\n\nNamed as the Top 10 Bootstrapped Startups in India\n\nConsistently ranked as a “Great Product” consistently by G2, Capterra, and Trust\n\nRadiusOfficially a Great Place to WorkTM - Certified startup\n\nRated by YOUR STORY as the Number 1 social media scheduling tool\n\nAbout Us:\nSocialPilot is a leading B2B SaaS social media management platform that helps businesses, marketing agencies, and teams manage, schedule, publish, and analyze their social media content efficiently. With thousands of businesses and agencies using the platform, SocialPilot enables teams to streamline their social media workflows, improve productivity, and drive better results from their social media efforts.\nSocialPilot is now part of group.one\ngroup.one is a leading European provider of online presence, cloud hosting, and digital marketing services. Over 2 million customers trust us with their online success. Our global team consists of 1 500+ employees operating from nearly 20 locations across 15 countries, with our headquarters in Sweden. Thanks to the support of our partners Cinven and Ontario Teachers' Pension Plan, we are steadily expanding the group's service portfolio and geographical footprint.\nWhen you join group.one, you become a part of a global network that values collaboration, growth, and excellence. Join us in creating online success stories!\nWe are committed to an inclusive and safe environment, free from discrimination and harassment.\nWe welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here - what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive. 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