Customer Success Executive

About Astrokarma:

AstroKarma is a modern astrology consultation platform co-founded by Dr. Jai Madaan and Eleven. Rooted in

the belief that astrology should guide, not confuse, AstroKarma connects users with carefully vetted

astrologers for personalised, real-world advice across relationships, career, and life transitions.

At its core, AstroKarma champions positive astrology - focusing on empowerment, clarity, and actionable

direction, rather than fear-based predictions.

Role & responsibilities:

Customer Assistance: Handle customer queries efficiently through chat, voice, email, and other support channels.

Support & Troubleshooting: Provide quick resolution to customer issues with empathy and professionalism.

Relationship Building: Build trust-based relationships by understanding customer needs and offering tailored solutions.

Proactive Engagement: Monitor ongoing cases to identify risks or opportunities for customer satisfaction

Education & Enablement: Guide customers on how to use products/services effectively to maximize value.

Feedback Collection: Relay customer insights to internal teams for product and service improvement.

Performance Tracking: Maintain and track support metrics such as NPS, CSAT, and First Response Time.

Reporting: Prepare and update daily/weekly reports on Google Sheets and other internal tools.

Preferred candidate profile

Experience: Minimum 6 months to 1 year in customer support, success, or similar customer-facing roles.

Communication Skills: Strong verbal & written communication skills in English and Hindi

Problem-Solving: Ability to handle escalations and resolve issues with logical thinking.

Technical Proficiency: Comfortable using CRM tools (e.g., Salesforce, HubSpot) and Google Sheets.

Empathy & Patience: Customer-first attitude with the ability to stay calm under pressure.

Time Management: Ability to multitask, prioritize, and manage workload in a fast-paced environment.

Education: Bachelors degree in Business, Communication, or related field (preferred, not mandatory).

Note:

1. Location: Eleven Bay, Gurugram (Hybrid).
2. Job type: Full-time.
3. Shifts: Roster-based (including weekends and holidays as per schedule) (6 days working).
4. Process: Chat + voice (Hindi & English).