Customer Success & Support Specialist (Remote)

India·PuneRemotemid

OtherSupport Specialist

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Quick Summary

Overview

Customer Success & Support Specialist Product : NeIO Assistant – AI Meeting Intelligence Platform Location: Delhi | Remote | Hybrid (Flexible)Experience Level: 3–5 YearsEmployment Type: Full-time About NeIO Assistant NeIO Assistant is an enterprise-grade AI meeting intelligence platform designed…

Key Responsibilities

1. Customer Support & Operational Excellence Serve as the first point of contact for customer inquiries, issues, and technical concerns Troubleshoot and resolve product-related problems across onboarding, usage, and platform integrations Coordinate…

Requirements Summary

Experience (3–5 Years) Customer Success, Customer Support, or SaaS Operations roles, OR Inside Sales, Sales Development, or Pre-sales experience with SaaS products Core Competencies Excellent verbal and written communication skills Customer-first…

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Customer Success & Support Specialist

Product : NeIO Assistant – AI Meeting Intelligence Platform

Location: Delhi | Remote | Hybrid (Flexible)
Experience Level: 3–5 Years
Employment Type: Full-time

About NeIO Assistant

NeIO Assistant is an enterprise-grade AI meeting intelligence platform designed to transform how organizations capture, understand, and act on meeting insights. We're building the future of enterprise productivity, and we're looking for customer-focused professionals to help our clients succeed.

Role Overview

This is a hybrid, high-impact role that sits at the intersection of customer support, customer success, and early-stage prospects reachout. You will own the complete customer journey—from initial prospect engagement through onboarding, support, and ongoing value realization.

What makes this role unique: You'll work directly with our Product Leadership team, gaining deep expertise in NeIO Assistant while managing customer relationships independently. This is an ideal role for someone who thrives on customer interaction, enjoys solving problems, and wants to grow into a strategic customer leadership position.

Key Responsibilities

1. Customer Support & Operational Excellence

Serve as the first point of contact for customer inquiries, issues, and technical concerns
Troubleshoot and resolve product-related problems across onboarding, usage, and platform integrations
Coordinate with technical and product teams to escalate and resolve complex issues
Maintain SLA commitments and consistently deliver industry-leading response and resolution times
Track and resolve customer issues in our ticketing system with clear communication and follow-up

2. Customer Success & Product Adoption

Lead comprehensive onboarding programs to ensure customers quickly understand platform capabilities
Drive product adoption by educating users on key features
Conduct regular business reviews and check-ins to ensure customers are realizing ROI
Proactively identify adoption risks and implement corrective strategies
Share best practices and use cases to maximize customer value

3. Pre-Sales & Prospects Engagement

Conduct initial discovery conversations to understand prospect requirements and challenges
Deliver compelling product demonstrations and communicate NeIO's value proposition
Qualify leads based on fit and potential, smoothly handing off to the sales team
Build and maintain prospect pipelines within CRM systems

4. Customer Voice & Product Feedback

Act as the primary voice of the customer within our organization
Collect, synthesize, and communicate customer feedback to the Product team
Contribute insights to improve onboarding flows, product documentation, and customer messaging
Participate in refining demo scripts and success frameworks

5. Growth & Professional Development

Work closely with Product Leadership for direct mentoring and technical training
Build deep expertise in NeIO's capabilities, use cases, and competitive positioning
Transition from a supported role to independently managing customer relationships
Develop into a strategic customer success leader

Required Qualifications

Experience (3–5 Years)

Customer Success, Customer Support, or SaaS Operations roles, OR
Inside Sales, Sales Development, or Pre-sales experience with SaaS products

Core Competencies

Excellent verbal and written communication skills
Customer-first mindset with a problem-solving orientation
Proficiency with SaaS platforms and CRM tools (preferred)
Ability to manage multiple customer relationships and priorities simultaneously

Preferred Qualifications

Exposure to AI, GenAI, or productivity tools
Experience in B2B SaaS environments with enterprise customers
Prior experience with customer onboarding or implementation

Key Traits & Attributes (Must Have's)

Ownership: You take end-to-end responsibility for customer outcomes
Initiative: You're proactive, energetic, and thrive in fast-paced environments
Growth mindset: You're eager to learn and evolve alongside a rapidly scaling AI platform
Empathy: You genuinely care about customer success and building long-term relationships

Why Join NeIO?

Direct Leadership Access: Work closely with Product Leadership and founders—your input directly shapes our platform
Growth Opportunity: Be an early team member in a fast-growing AI company with significant market opportunity
Customer Ownership: Manage high-value customer relationships end-to-end
Exposure & Breadth: Engage with enterprise clients across industries and use cases
Career Trajectory: Clear path to Customer Success Lead, Product Specialist, or Account Management roles
Learning: Gain deep expertise in AI meeting intelligence—a rapidly growing category