Customer Support & Success Executive | TrulyInbox

Ahmedabad, Gujarat, India

About TrulyInbox

TrulyInbox is a fast-growing SaaS platform helping founders, SDRs, agencies, and outbound teams land in the inbox, not the spam folder. Through intelligent email warm-up and inbox management, we help thousands of teams protect their sender reputation and scale outbound reliably.

With 1,200 to 1,500 new signups every month and customers ranging from solo founders to enterprise outbound teams, exceptional support and customer success isn't just a function here. It's a competitive advantage.

The Role

We're looking for a Customer Support & Success Executive who sees support as strategy, not service. You'll be the front line for our customers, resolving issues fast, collecting signal that shapes the product, and turning satisfied users into advocates and expansion revenue.

Roles & Responsibilities

Support & Issue Resolution

Handle inbound support requests across email, chat, and all active support channels
Resolve customer issues quickly and follow up to confirm every ticket is genuinely closed
Identify recurring issues and escalate them to Engineering or Product as systemic bugs with clear evidence
Build and maintain a knowledge base that reduces repeat queries and enables customer self-service
Track and improve response time, resolution time, and CSAT per ticket

Customer Feedback & Voice of Customer

Collect NPS and CSAT scores at defined moments across the customer journey
Run exit interviews with every churned customer to uncover the real reason behind cancellations
Synthesise qualitative feedback into structured, actionable insights for Product and the founding team
Identify and report the top 3 churn reasons each month with supporting evidence
Surface customer language that Marketing can use in messaging, copy, and positioning

Expansion & Advocacy

Identify customers ready to expand (more seats, higher plan, or add-ons) and pass them to Sales with full context
Build and run a referral and advocacy programme for highly satisfied customers
Develop case studies and testimonials from successful customer stories in partnership with Marketing
Own the ongoing relationship with Scale and Enterprise accounts as they grow

Who You Are

1 to 3 years of experience in customer support, customer success, or account management at a SaaS company
Excellent written communication across technical explanations, customer escalations, and insight reports
Naturally organised with strong follow-through on tickets, feedback documentation, and follow-ups
You think in patterns - when multiple customers raise the same issue, you flag it, document it, and push for a fix
Comfortable with support tools like Intercom, Freshdesk, Zendesk, or similar
Bonus: Familiarity with cold email workflows, outbound sales tools, or email deliverability

What Success Looks Like in 90 Days

First response time consistently under 4 hours across all channels
A structured knowledge base is live and reducing repeat ticket volume
NPS and CSAT collection is running at defined customer touchpoints
First monthly churn report delivered to the founding team with evidence and recommendations
At least one customer identified and passed to Sales as expansion-ready
A shortlist of satisfied customers identified for the advocacy programme

Why TrulyInbox

Real Ownership - You won't be managing a queue. You'll own the entire post-signup customer relationship with a direct line to the founder and product team.

Your Feedback Ships - Insights from your customer conversations directly influence what gets built, fixed, and prioritised.

Room to Grow - Clear path to Senior CSE, Customer Success Manager, or a specialist Voice of Customer role as the team scales.

Perks & Benefits

Performance-linked incentives
Annual learning budget (courses, tools, events)
Health insurance allowance
Annual offsite retreat
Fast-track growth to Senior CSE or Customer Success Manager

Name *

Email *

Contact Details *

LinkedIn profile *

Resume *

The most complex customer issue you have resolved and what you changed to prevent it from recurring *

One example of customer feedback you collected that led to a product or process change *

What does your current support scorecard look like? Share the metrics you are held to - response time, CSAT, resolution rate and honestly assess where you are strong and where you fall short. *

Tell us about a customer you saved from churning. What was the situation, what did you do, and what happened to that account afterward? *

Have you ever had to deliver bad news to a customer -a bug that could not be fixed, a feature that was not coming, or a refund that was denied? How did you handle it and how did the customer respond? *

Where do you want to be in two years - deeper in support, moving into customer success, or something else? What does growth look like to you in this kind of role? *

Why are you looking to move from your current role into a high-growth, performance-driven environment like TrulyInbox? *

How have you used AI tools, automations, or workflows to do your job faster, better, or at a higher output than your role traditionally allows? Walk us through a specific example - what the task was, what you built or used, and what changed about your output or performance as a result. *

How soon can you join in days? *

Last drawn salary (in LPA)? *

Expected salary (in LPA)? *

The role is based out of Ahmedabad, are you open for relocation? *

Yes

I only prefer remote

Made withBinary