- Interfaces with customers at all stages of the problem resolution process (including understanding issues that customers are facing, communicating action plans, explaining ongoing developments, and conveying resolution)

- Coordinate with the Sales team to onboard any new customer, and hand-hold them with various integrations.

- Coordinate with the Product Management / Engineering team for customer-reported queries.

- Demonstrates good judgement to actively assess situations, engage senior resources/management (as and when needed) to resolve complex / escalated Customer issues.

- Systematically gathers relevant information and analyses a broad range of factors while investigating and resolving issues.

- Schedule, participate and, where relevant lead Customer-facing calls (being well prepared, knowing his/her audience, their related needs and share information accordingly)

Required Skills :

- Fantastic Customer-focused service skills (Empathy-based listening, written and verbal skills).

- Excellent Analytical & Technical Troubleshooting skills.

- Think like a developer, but communicate like a customer success champ

- Love untangling logs, workflows, APIs, and integration issues

- Can troubleshoot under pressure and still keep it calm and clear

- Familiarity with APIs, webhooks, and basic debugging (Postman)

- Know how to explain complex issues in simple language - internally and externally