Customer Success Executive

User Query Resolution

• Be the first and most reliable point of contact for user queries across email, WhatsApp, in-app chat, and phone — for parents, clinics, and specialists alike.
• Resolve queries end-to-end, owning the issue until it's actually closed, not just acknowledged — chasing internal teams (product, clinical, tech) where needed.
• Track every query to resolution with clear timelines, and proactively update users rather than waiting for them to follow up.

Making Users Feel Heard and Valued

• Approach every conversation — especially with parents of neurodiverse children — with empathy, patience, and zero judgment; many families are having a hard day when they write in.
• Personalise responses instead of leaning on scripts; remember context from prior conversations so users never have to repeat themselves.
• Turn moments of frustration into moments of trust — a slow report, a billing confusion, a login issue should end with the user feeling more confident in Gabify, not less.

Onboarding & Retention

• Guide new clinics onto Connect and new specialists onto Care with hands-on onboarding support, so they feel set up for success from day one.
• Run periodic check-ins with active clinics and specialists to catch issues early, gather feedback, and reduce churn.
• Identify at-risk or dissatisfied users proactively and loop in the founders before small issues become lost customers.

Voice of the Customer

• Maintain a clean, structured log of queries, complaints, and feature requests, and share recurring themes with product, clinical, and tech teams.
• Contribute to and continuously improve FAQs, help content, and WhatsApp/email templates based on what users are actually asking.
• Represent the user's voice in internal discussions — you'll often be the only person in the room who has actually spoken to them.

Must-Haves

• 1–3 years of experience in customer success, customer support, client servicing, or a similarly people-facing role.
• Excellent written and verbal communication in English and Hindi; the ability to explain things clearly and warmly, without sounding robotic or scripted.
• Genuine empathy and patience — comfortable having sensitive conversations with parents of neurodiverse children, and instinctively good at making people feel calm and cared for.
• Strong ownership mindset — you follow through until a problem is actually solved, not just logged.
• Comfort working across tools such as WhatsApp Business/Interakt, email, spreadsheets, and CRM or ticketing systems.
• Organised and detail-oriented, able to juggle multiple open queries without letting any one of them slip.

Good to Have

• Prior experience in healthcare, ed-tech, early intervention, or SaaS customer success.
• Exposure to or personal interest in child development, special education, or therapy services.
• Familiarity with CRM/support tools (e.g., Freshdesk, Zoho, Interakt) and basic reporting in Excel/Sheets.