Who are we

Lief is a fast-growing B2B SaaS company revolutionizing the supported accommodation and care home industry. With a commitment to creating real-world impact, we deliver innovative solutions that empower thousands of care workers every day.

What are we looking for?

As a Customer Success & Relationship Specialist, you will play a key role in ensuring that our clients are fully supported and derive maximum value from our platform. You will assist with onboarding, respond to customer inquiries, troubleshoot issues, and provide solutions to improve the overall customer experience. This is a remote role based in India, offering flexibility and the chance to be a part of a dynamic, global team.

What will you be doing?

If you’re successfully hired for this role, you will be taking up the following responsibilities among others:

Customer Support (Day-to-Day)

• Act as the first point of contact for customers, handling customer inquiries, troubleshooting issues, and providing timely resolutions via email, chat, or phone.
• Guide customers through onboarding by providing training, assisting with setup, and answering any questions related to the platform.
• Diagnose technical issues and collaborate with internal teams to provide solutions.
• Follow up with customers to ensure customer satisfaction and ensure their questions or issues are fully resolved.
• Escalate critical issues to senior team members or product teams, as needed, and track the resolution process.

Customer Success (Proactive Support)

• Help customers make the most of the platform by identifying opportunities for product adoption and upsell or cross-sell as appropriate.
• Regularly check in with customers to ensure their needs are being met and help them achieve their desired outcomes using our platform.
• Collect and document customer feedback to identify trends, common pain points, and opportunities for product improvement.
• Collaborate with the Customer Success team to ensure seamless handoffs and smooth transitions for customers throughout their lifecycle.

Reporting & Documentation

• Maintain accurate records of customer interactions and feedback in CRM systems
• Track and report on customer satisfaction metrics, including response time, resolution time, and customer satisfaction ratings.
• Document common customer issues and create help articles, FAQs, and other resources to empower customers to resolve issues independently.

What you’ll need to bring to the table?

• 1+ years of experience in customer support or customer success, preferably in a SaaS or tech environment.
• Experience working remotely and managing tasks effectively in a distributed team.
• Strong communication skills, with the ability to articulate solutions clearly and professionally in both written and verbal forms.
• Comfortable using CRM software and support platforms (e.g., Zoho).
• Problem-solving abilities, with the ability to troubleshoot technical issues and provide timely resolutions.
• Self-motivated and able to work independently in a remote environment.
• Ability to prioritize tasks and manage multiple customer inquiries or issues simultaneously.
• Strong interpersonal skills, with a focus on building customer relationships and ensuring their needs are met.
• Fluent in English (both written and spoken).

Desired Qualifications

• Familiarity with SaaS products and how they are used in business operations.
• Experience in customer support tools such as Zendesk, Freshdesk, or Intercom.
• Basic technical knowledge to assist with troubleshooting common software issues.
• Experience in customer success is a plus, but not required.

What We Offer

• Remote working with a flexible schedule, allowing you to balance work and life effectively.
• A collaborative, inclusive team culture with opportunities for professional development.
• The opportunity to work on a mission-driven product that improves the lives of thousands of care workers and young people.
• Career growth potential within a growing company that values innovation and impact.