Customer Success Advocate (CSA)

JOB DESCRIPTION:

● Serve as the primary point of contact for high-touch healthcare clients, ensuring they receive white-glove ongoing support.

● Respond to tickets and emails promptly with empathy, clarity, and technical accuracy.

● Provide timely resolutions with a focus on balancing customer satisfaction and company policies.

● Troubleshoot, escalate, and resolve customer issues related to TimeSmart.AI configurations, integrations, and performance.

● Train and advocate self-serve as you meet with and enable end users to adopt TimeSmart.AI daily as it becomes a “must-have” product.

● Fine-tune and optimise SOPs based on client feedback, use cases, and edge scenarios.

● Work closely with product and engineering to advocate for innovative solutions to address customer pain points and minimise escalations proactively.

● Help customers understand best practices for product use in their workflows and promote feature adoption.

● Create and maintain internal playbooks, help articles, and solution templates for recurring inquiries or use cases.

● Analyse trends in customer feedback to suggest product or training improvements.

SKILLS:

● 1+ years in a Customer Success, Technical Support, or Implementation role (ideally in a SaaS, AI, or startup environment).

● Comfort creating help videos, Looms, or live walkthroughs.

● Strong understanding of AI concepts or experience working with SaaS solutions.

● Comfort with healthcare tech operations or the ability to quickly learn the domain.

● Excellent communicator: able to simplify technical explanations for non-technical users.

● Skilled in managing multiple clients with a customer-first mindset.

● Familiarity with tools like Jira, Slack, Google Workspace, or other CX platforms.

● Self-directed, organised, and able to thrive in a fast-paced, evolving environment.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Work from home

Experience:

• International voice process: 1 year (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: Remote