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26/05 Melissa Castellino
HR Head at Open Secret

Views:242 Applications:67 Rec. Actions:Recruiter Actions:13

Open Secret - Customer Success Manager (1-3 yrs)

Any Location Job Code: 1101502

Job description

About Open Secret

Say hello to Open Secret - a brand that envisions a world with less junk and more food. We are a team (HBS, IIT, IIM alums) of passionate marketers, strategists, working towards building one of the most iconic challenger brands in the snacking category

Launched our first line of products in Oct'19 - Nutty Cookies, targeting increasing consumer preferences for better- for-you snacks. Since then, we have expanded across 5 more categories. We are reimagining the entire snacking category which has seen little to no innovation in recent years, with the aim to become the most preferred snacking brand for families. Do check out our Facebook, Instagram, and Website for more details. We are backed by prominent investors: Matrix, Sixth Sense, Vijay Shekhar Sharma (Founder, Paytm), Kunal Bahl (Co-Founder, Snapdeal), Rohit Bansal (Co-Founder, Snapdeal) and Vivek Gambhir (CEO, Godrej Consumer Products).

We are looking for a Customer Success Associate. This role is vital in ensuring that we maintain the best experience possible for our customers. You will be the first contact a member has with the Open Secret team. You will also work closely with Sales and the Ops team as guiding light to ensure that the customer pain points are addressed and accounted for.

Responsibilities :

- Managing product and order-related queries and requests via chat, email, and phone

- Engaging with customers to identify and assess pain points

- Escalating issues to the relevant team (sales, product, ops) and collaborating with them to plug the gaps

- Must be able to anticipate and understand the needs of the customer and act accordingly

- Maintaining a dashboard of all customer communications

- Strategizing and executing promotional initiatives that delight customers

Skills :

- Passionate about Customer Support and having 1+ years of experience specifically in the Customer Service domain

- Ability to work in a dynamic, fast-paced and ambitious organization and agility while balancing multiple concurrent projects

- You have strong planning and organizational skills as well as attention to detail

- Excellent communication and listening skills

- Intermediate MS-Office Proficiency

Women-friendly workplace:

Maternity and Paternity Benefits

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