Hubilo is not just another startup story. It's the story of a young duo that seized an unprecedented event to pull-forward an entire industry — the $400 Bn Events industry that was among the hardest hit by the pandemic. While it brought existing business models to a grinding halt, Hubilo saw the opportunity to turn canceled conferences into virtual events and bring people together in a dramatically more convenient and engaging manner. Cornered by an approaching bankruptcy, we saw this once-in-a-century opportunity to recreate a business we had started five years ago.
We pivoted from the physical world to reimagine how people connect, interact, and get things done in the virtual world. A virtual world where we seamlessly extend the human experience and effortlessly make network intelligence accessible to both organizers and attendees. We transformed the vast array of interaction data into a system of engagement to turn Events into networks and attendees into relationships. The shift to intelligent experiences will be irreversible going beyond the pandemic, and it will be hard to imagine any memorable event that is limited to the physically present.
Our vision is to create compelling virtual spaces(venues) where human connection is celebrated, shared experiences advance, and network intelligence amplifies.
To nurture and create intelligent and personalized experiences for our Global customers, we are hiring a World-class team to lead from the front.
We’re looking for a Chat Support Executive who will be responsible to ensure utmost satisfaction in responses to client queries in their journey with Hubilo. The CSE is expected to ensure timely response to all customer queries in a satisfactory and successful manner across different Communication channels that the client can reach out to Hubilo upon. The CSE needs to be able to quickly grasp on to knowledge of the existing products and services and relevant upgrades that keep happening.
What you will be doing?
- Along with the Customer Success Manager, you will help own the overall relationship with our customer base, which includes: initial onboarding and training, increasing adoption, ensuring retention, and ongoing satisfaction.
- Be the customer’s first point of contact. You are their advocate and champion and work directly with our product team
- A continuous approach to actively growing the community of customers
- Identify opportunities for growth by relaying information back to the sales team.
- Respond to support queries, provide answers and be the go-to guide
- Management of CRM and other platforms related to delivering customer success
- Along with the Customer Success Manager, you will help to identify and resolve challenges with product adoption encountered by our customers
- Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.
- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
- Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
- Ensures all customers are successfully using the product or service they’ve purchased from the company.
You should apply if you,
- Excellent written and verbal communication skills.
- Previous experience SaaS support preferable
- Ability to Manage multiple queries at the same time while ensuring client satisfaction.
- The CSEs are responsible for the Frontline communication between the client and Hubilo.
- Maintaining clear and if required, documented communication with the Sales team.
- Ensure FCR (first call resolution)
- Understanding the actual need of your Clients and suggesting usage of the product accordingly.
- Escalate queries to AM(sales) and CSM(Operations) according to the client's needs.
- CRM management for Self.
- Proactively learn and train self on new features released by Hubilo and by the other service providers used by Hubilo such as Zoom, Vimeo, etc.
- The CSM will be accountable for the successful execution of the entire project.
- Providing clients with Alternatives in a “Service - NO” Scenario.
What do we look for in people?
Openness to unlearn, collaborate seamlessly across borders, enjoy working in a remote and fast-paced environment, curious and passionate about solving customer problems, consensus-driven decision-making approach, persuasive communication, and precision for details
