Key Responsibilities:

Client Onboarding

• Collect client requirements, challenges, and pain points during the onboarding phase.
• Welcome new clients and guide them through getting started with Superworks products.
• Manage the end-to-end onboarding process, including product training and hands-on guidance.
  

Customer Support

• Provide ongoing support to clients via calls, emails, and tickets.
• Troubleshoot reported issues, log and update support tickets, and resolve complaints promptly.
• Ensure timely first response and resolution within defined SLAs.
  

Support Ticket Management

• Manage support tickets efficiently using the ticketing system.
• Prioritize and categorize tickets based on urgency and business impact.
  

Training Material Development

• Create and maintain user guides, training manuals, FAQs, and tutorial videos.
• Keep documentation updated in line with product releases and enhancements.
  

Cross-Functional Collaboration

• Work closely with Product, QA, Sales, and Marketing teams to relay client feedback and ensure product-market fit.
• Participate in regular cross-functional meetings to align on client needs.
  

Knowledge Base Management

• Build and maintain a comprehensive self-service knowledge base with FAQs and troubleshooting guides.
  

Feedback & Process Improvement

• Collect and analyze client feedback to identify trends and improve onboarding/support processes.
• Drive client advocacy: reviews, referrals, video testimonials, and case studies.
  

Release & Communication Management

• Publish product release notes and ticket status updates on schedule.
• Maintain clear, professional written and verbal communication with clients.
  

Incentives & Growth

• Attractive incentive structure for cross-sell and upsell opportunities identified during client engagements.
• Referral incentives for new business leads generated through client relationships.

Required Skills & Competencies :

• Strong organizational skills with the ability to manage multiple clients simultaneously.
• Strategic mindset to help clients align product usage with their business goals.
• Self-motivated with the ability to work independently and shift priorities quickly.
• Growing technical expertise in SaaS/HRMS products, with willingness to continuously upskill.
• Excellent written and verbal communication skills.

Qualifications :

• Graduate in any discipline (preference for Business, IT, or HR-related fields).
• 0-2 years of experience in client onboarding, implementation, or customer support (freshers with strong communication skills may apply).
• Prior SaaS/software industry exposure is a plus.