CleverTap offers an AI-powered customer engagement and retention platform that enables digital enterprises to improve user retention and conversion rates through behavioural insights, predictive segmentation, user experience optimization, and omni-channel campaign orchestration.

Consumer brands around the world representing over 8,000 apps—including Gojek, Disney+ Hotstar, Discovery Kids, Sony, Vodafone, Carousell, and Cleartrip—trust CleverTap to help them improve user engagement and retention thereby growing long term revenue. CleverTap is backed by leading venture capital firms, including Sequoia, Tiger Global Management, Accel, and Recruit Holdings, and is headquartered in Mountain View, Calif. with offices in Amsterdam, Singapore, Dubai, and Mumbai. For more information, visit clevertap.com or follow us on LinkedIn and Twitter.

Purpose

Responsible for responding to customer emails and driving excellent customer experience and

creating an environment for a world class support team

Key Responsibilities

• Provide escalated technical and triage support for other teams to ensure client satisfaction
• Contribute to create online support documentation which help other sub functions to manage customers
• Work closely with Engineering, Product and Customer Success teams to solve customer complaints/queries
• Help define and execute support team processes to ensure efficiency in customer satisfaction
• Leverage product expertise and technical knowledge to delight customers.

Measures of Success

• Customer Satisfaction
• First Response time
• Response Quality

Qualifications/Requirements

• Engineering degree (CS preferred)
• 1+ years programming experience (API/ Web/ Mobile)
• Excellent communication skills & strong customer focus
• Proven analytical / problem-solving ability . Provide efficient and accurate technical assistance to ensure customer satisfaction

Key Competencies

• Functional: Communication skills, empathetic, Time management
• Behavioural: Active Listening, Responsive, Open to feedback

Reporting Relationship

• Reporting to: Manager- Global Support Team
• Direct Reports: None

Why join us?

• You are a leader ready for your next challenge

• You want to work in a fast-paced, dynamic environment where your contribution matters

• You are passionate about technology and its impact on the high growth mobile marketing space
  
  

What is working at CleverTap like?

• Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team

• Hierarchy is a myth, merit is lauded

• Accountability and driving outcomes is the key to success

• Your career here is limited by you and nothing else

• Teamwork trumps individual success