3,460 Customer Service & Helpdesk jobs in India

• About Crave by Leena

Crave by Leena is Bangalore’s leading direct-to-consumer premium patisserie, offering 100% eggless, clean-ingredient cakes, desserts, and celebration treats. We pride ourselves on delivering exceptional customer experiences online through cravebyleena.com and via social media. With a high volume of inbound inquiries from marketing efforts, we are now expanding our sales and customer service team and looking for a hands-on leader to take full ownership of the sales & customer service performance, tools, and processes.

• Role: Sales & Customer Service Manager (with Contact Center Experience)

We are looking for a seasoned professional with a minimum of 5 years of experience managing contact center teams, preferably in the FMCG or food industry. You will be responsible for leading and growing a high-performing inside sales and customer service team across phone and chat. You will drive KPIs, implement process improvements, ensure customer delight, and take complete ownership of the team’s output and quality.

Key Skills & Requirements

·   Relevant Experience :5 years experience in managing customer service/sales teams in a contact center, FMCG sector,BPO, or D2C brand environment. 

·   Bachelor's degree in Marketing, Business, or a related field. Proven experience with quality audits, performance tracking, agent development.   

·   Strong with customer resolution frameworks, CRM tools, and sales conversion strategies . 

·   Excellent communication skills in English (spoken and written).

·   Process-driven mindset, highly analytical, KPI-oriented.

·   Ability to work hands-on and lead by example – not just a people manager.Passion for creating delight in every customer interaction.

• Key Responsibilities
• Own day-to-day performance of inbound sales and customer service agents (currently a 3-member team and growing).
• Ensure 100% call and chat coverage – no missed calls or chats, and timely responses.
• Monitor quality of calls and chats regularly; provide coaching, training, and feedback.

Ensure individual and team targets are achieved – daily, weekly, monthly.

• Set up clear SLAs and reporting systems for call response, chat FRT, customer resolution, and conversion rates.
• Coordinate with internal stakeholders (delivery, kitchen, management) to resolve escalations.
• Hire and onboard new inbound/outbound sales agents and customer support executives.
• Implement effective sales scripts, escalation protocols, and call/chat SOPs.
• Optimize performance using analytics tools and dashboards. Must be strong with reporting and insights.
• Lead automation and AI-driven improvements in chat and telephony workflows.

• Tools & Software Exposure (Preferred)
• Exotel (telephony platform) – monitoring, analytics, call logs.
• Bitespeed (chat + CRM platform) – chat scripts, workflows, analytics.
• Shopify – D2C e-commerce order tracking and customer data.
• Zoho – for dashboards, data tracking, SLA monitoring.
• Any AI-driven tools for chat, voice, or automation (Haptik, Yellow.ai, etc.) – a big advantage.

Opkey, we are disrupting the space of ERP transformation testing by building an AI-powered No Code Testing platform for Enterprise business applications (like Oracle Fusion Cloud, SAP S4Hana, SAP, Workday, Salesforce, and the likes). Opkey is a fast-growing VC-backed continuous end-to-end test automation software company headquartered in Dublin, California, with additional offices in Pittsburgh (opened in 2022), NYC (opened in 2022), & India (Noida & Bangalore). With the test automation market growing 20% annually, it's estimated to reach $50 billion by 2026. Trusted by 250+ enterprise customers, including GAP, Pfizer, and KPMG.

Responsibilities:

• Own the renewal and upsell process for an assigned portfolio of customers, maintaining a high renewal rate and minimizing churn

• Develop and execute strategic account plans focused on value realization, adoption, upsell and successful renewals

• Proactively identify at-risk accounts and implement targeted intervention strategies

• Conduct regular business reviews to demonstrate ROI and reinforce the value proposition

• Monitor product usage metrics to drive adoption and identify expansion opportunities

• Serve as the voice of the customer to internal teams, sharing feedback to improve products and processes

• Maintain accurate customer data and forecasts in CRM and CS platforms

• Develop strategies to expand existing accounts, identify upsell and cross-sell opportunities.

• Work closely with Product, Sales, Marketing, Delivery and Support teams to ensure customer needs are met.

• Own key performance indicators (KPIs) related to customer retention, expansion, and satisfaction.

Technical Skills:

• Strong understanding of SaaS business models and metrics (ARR, churn, NRR)

• Proficiency with customer success platforms is a plus

• Data analysis capabilities to track customer health and usage metrics

• Basic technical aptitude to understand product functionality and integrations

• Experience with CRM systems like Hubspot/Salesforce

Strategic Skills:

• Relationship building

• Proactive problem-solving and risk identification

• Understanding customer business objectives and ROI drivers

• Ability to create and execute customer success plans

• Experience in driving product adoption and value realization

Communication Skills:

• Excellent presentation abilities for customer meetings and QBRs

• Clear written communication for emails and documentation

• Ability to explain technical concepts to non-technical users

• Cross-functional collaboration with product, support, and sales teams

Project Management:

• Managing multiple customer accounts simultaneously

• Coordinating customer onboarding and implementation

• Setting and tracking customer goals and milestones

• Time management and prioritization

• Change management experience

Business Acumen:

• Understanding of customer's industry and business challenges

• Ability to identify upsell and expansion opportunities

• Experience in handling contract renewals

• Knowledge of customer success metrics and KPIs

• ROI analysis and business case development

Qualifications:

• 10+ years of customer success or related experience, preferably in a Product SaaS environment

• Proven track record of achieving renewal targets and growing customer accounts

• Strong understanding of customer success metrics and renewal processes

• Excellent communication, presentation, and negotiation skills

• Data-driven approach to problem-solving and decision-making

• Experience with CRM systems and customer success platforms

• Bachelor's degree or equivalent experience

Requirements:

Location: Mumbai / Pune

Experience - 5 Years or Plus

Shift: Rotational (including weekends & holidays)

Are you passionate about solving IT challenges and providing world-class support? Join our team and be the first point of contact for users worldwide!

What You'll Do:

• Handle IT support calls as the first point of contact
• Troubleshoot hardware, software, network & application issues
• Escalate unresolved issues to the right teams
• Manage tickets per defined SLAs
• Support onboarding/offboarding: account setup, hardware provisioning
• Maintain clear documentation of issues & resolutions
• Provide global user support across time zones

About BiteSpeed

Hey there! We are a Sequoia-backed SaaS startup building an AI-native Marketing, Support & Sales suite for e-commerce brands.

We’re currently working with 3000+ e-commerce brands globally across 50+ countries and are fortunate to have raised $5.5M+ along the journey with marquee investors like Sequoia Capital India, Kunal Shah, Gaurav Munjal & more backing us.

Check out more about us here - and do read through our 200+ odd 5-star reviews to get a sense of what our customers say about us here - (we openly brag about this

- Ensure timely updating of Annual Operating Plan & Mid Term Plan

- Ensure AIS Project Management Systems documentation like Field Quality Plan, Work Method Statement, Risk Register etc.

- Ensure execution of activities lying within scope of Installation within defined TAT

- Plan and develop the skills in ASE, ground team - in-house as well as outsourced (Technician cum supervisor) as per roles and responsibility

- To build and maintain high morale and motivation in ASE and ground team member through better communication by periodical formal and formal meetings

- Build the channel partner network capable of executing Survey, unloading & installation at sites

- Ensure regular Improvement meetings are conducted.

- Timely submission of all reports and Bill submission within month of work execution

- Timely launch of channel partner showroom

- Timely Training of processes from PBD to handover to aftersales process

- Ensure optimisation of resources in terms of Manpower, Money and material

Title: Service Desk Analyst

Location : Hyderabad /Bangalore

Duration: 6-12 Months Contract

Responsibilties :

• 2-4 years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones.
• In depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them.
• Understanding on Active Directory, Networking, Messaging and Hardware necessary.
• Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365.
• Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on Mobile devices through any MDM service.
• Experience in troubleshooting issues related to Cisco Phones, IP Phones, Jabber, Zoom.
• Incident Management knowledge, experience with Turrets will be added advantage.

Customer Success Manager (Delhi | India)

Are you a relationship-driven professional who thrives at the intersection of product, people, and business growth?

Join one of India’s fastest-growing AI startups — welcome to Convin .

About Convin

Convin is a cutting-edge Conversation Intelligence platform built by IIT Delhi alumni , designed to empower sales, collections, and customer experience teams. We’re on a mission to redefine the way organizations communicate with their customers .

With our AI and Machine Learning-driven platform ,

Automatically analyzes sales and customer conversations

Surfaces powerful insights for team leaders

Automates call quality and coaching workflows

Improves sales conversions and collection efficiency

Enhances customer experiences with real-time guidance and analytics

Top brands like Treebo, Thomas Cook, MediBuddy, Aakash, and PlanetSpark trust Convin to power their performance — and we’re scaling fast across Health-tech, Ed-tech, Fintech, E-commerce, and more.

Learn more:

About the Role: Customer Success Manager

As a Customer Success Manager , you’ll be the voice of the customer within Convin. You'll play a crucial role in product adoption, relationship building, and retention — while surfacing insights that fuel upsell and renewal opportunities.

This is a high-impact, customer-facing role perfect for someone who’s passionate about helping clients realize value from cutting-edge SaaS tools.

Key Responsibilities

Client Relationship Management

• Build and nurture long-term relationships with clients across industries
• Drive customer retention by ensuring satisfaction and continued success
• Proactively identify and resolve customer issues with speed and clarity

Product Adoption & Enablement

• Conduct onboarding, training sessions, and workshops for product rollout
• Ensure customers are getting maximum value from the Convin platform
• Help users navigate new features and recommend best practices

Value Delivery & Advocacy

• Showcase ROI with regular reports and strategic check-ins
• Highlight how Convin supports clients’ business objectives
• Advocate for customer needs internally with product and engineering

Upsell & Cross-Sell Enablement

• Spot expansion opportunities based on usage and business needs
• Work with the sales team to initiate and support commercial conversations
• Help customers scale with the right mix of features and support

Stakeholder Management

• Regularly sync with key decision-makers to align on business goals
• Run weekly reviews with client POCs to address priorities and progress
• Collect feedback and channel it back into product improvements

Required Skills & Experience

• 3+ years in a customer-facing role (Customer Success, Account Management, etc.)
• Prior experience in a SaaS or technology company is highly preferred
• Strong communication and stakeholder management skills
• Analytical mindset and the ability to link usage data to business impact
• Comfortable working in a fast-paced, client-focused startup environment
• Proactive, solution-oriented, and able to multitask effectively

Why Convin?

At Convin, you're not just working at a company — you're helping shape the future of customer interaction. You'll:

Join a high-growth SaaS startup building disruptive AI products

Collaborate with top minds from IITs and elite tech companies

Contribute to products that impact real customers, fast

Receive competitive compensation, bonuses, and ESOPs

Work in a high-trust, learning-first culture where your growth is prioritized

What Makes This Role a Perfect Opportunity?

Learning Credit – Get ₹1,000 every month to spend on any book or course — whether it’s a tech certification, novel, or gratitude journal.

Holiday Allowance – ₹4,000/year just to explore and recharge wherever you like.

Massive Learning Curve – Work with founders and senior leaders and grow in one of the hottest tech categories.

Career Acceleration – Gain hands-on experience in AI, SaaS, and enterprise tech – one of the fastest-growing spaces in India.

Family Health Coverage – Comprehensive health insurance for you and your family worth ₹5 lakhs strong> annually.