Trainee

Role: Trainee Customer Success Executive

About Zenwork

Zenwork is a rapidly growing product-based company for B2B financial compliance and regulatory reporting technology (RegTech). Through its major brands, Tax1099 and Compliancely, the company automates complex digital tax filings (such as 1099s and W-9s) and identity/compliance checks for over 100,000 customers worldwide. Founded in 2011, the global operation relies heavily on its Hyderabad, India facility as its core product development and operational center, employing hundreds of local engineers and tech professionals.

Job Summary

We are looking for a Trainee Customer Support Executive to manage day-to-day customer support operations, handle complex customer issues, guide team members, and ensure high-quality and timely resolution of customer queries.

Key Responsibilities

• Handle customer queries through email, chat, and phone, ensuring accurate and timely resolution.
• Manage daily support operations, including ticket allocation, prioritization, backlog management, and follow-ups.
• Act as the first point of contact for team members requiring assistance with complex customer or product-related issues.
• Coordinate with Product, QA, and Engineering teams on customer feedback, product issues, feature improvements, testing, and releases.
• Train and mentor the support team on product updates, processes, troubleshooting, and customer handling.
• Plan and manage support operations during peak filing periods to ensure adequate coverage, prioritization, and timely resolution of critical issues.
• Monitor team productivity, quality, SLA adherence, FRT, AHT, FCR, CSAT, ticket backlog, and other key support metrics and drive improvements.
• Take ownership of complex and high-priority customer escalations, coordinate with relevant teams, and ensure timely resolution and communication.
• Identify recurring customer issues and ensure product defects, workflow gaps, and improvement opportunities are reported to the appropriate teams.
• Maintain and improve SOPs, FAQs, troubleshooting guides, and internal knowledge documentation.
• Ensure the support team is prepared for product releases, tax-year changes, process updates, and critical filing deadlines.
• Act as the Team Lead when required and take ownership of day-to-day team decisions and operational issues.

Requirements & Tech Stack

• Customer Support, Customer Success, or Technical Support, preferably in a SaaS environment.
• Strong written and verbal communication skills.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Experience handling customer escalations and high-priority issues.
• Ability to train, mentor, and guide team members.
• Understanding of customer support KPIs and performance metrics.
• Ability to work effectively with Product, QA, Engineering, and other cross-functional teams.
• Strong ownership, accountability, and attention to detail.
• Ability to perform effectively in a fast-paced, high-volume, and deadline-driven environment.

Qualifications

• Graduation Mandatory

Additional Information

• Shift: 24/7 work environment with rotating weekly time off. Must be able to work permanent night shifts or assigned rotational shifts.
• Location: Hyderabad
• Notice Period: Immediate / 30 Days
• Work Mode: Work From Office - 5 Days mandatory.