Client Support Associate

About Grexa AI

Grexa AI is a venture-backed startup dedicated to creating the world's first autonomous Marketing AI Platform tailored for small businesses. This innovative system aims to boost real revenues by automating and optimizing digital marketing efforts. Founded by four IIT alumni with a background in scaling a $30 million ARR edtech company, the team combines expertise in product development and rapid execution to transform the global marketing landscape from India.

Role Overview

The Client Support Associate will be responsible for assisting customers in effectively using the Grexa platform and resolving any issues they may encounter. This client-facing role requires close collaboration with the Business Growth Team to ensure clients receive prompt support, understand the platform's functionalities, and maximize their benefits.

Key Responsibilities

• Provide accurate, timely, and empathetic support through chats and emails handling a high volume of client interactions.
• Guide clients in understanding platform functions, workflows, and best practices, educating them on how Grexa supports their marketing goals.
• Troubleshoot technical issues and collaborate with internal tech and product teams to facilitate solutions.
• Document all customer communications clearly to maintain continuity and accountability.
• Identify repetitive problems and contribute insights to enhance product experience and support processes.
• Maintain a hospitable and professional tone that aligns with Grexa’s service standards, even under stressful situations.
• Consistently achieve or exceed a customer satisfaction score of over 90% while ensuring high-quality and accurate assistance.

Qualifications and Skills

• Minimum 1 year of experience in client support or service, preferably in B2B SaaS, technology, e-commerce, or software-driven sectors.
• Excellent verbal and written communication skills in both English and Hindi, with the ability to convey concepts clearly.
• Comfortable with technology and quick to adapt to new tools and software.
• Capable of managing multiple queries and collaborating across departments effectively.
• Knowledge of CRM systems, support platforms, or SaaS applications is advantageous.
• Experience in dealing with escalations and complex customer concerns professionally and empathetically.
• Strong organizational skills, adept at prioritizing tasks and handling multiple cases accurately under pressure.

Why Join Grexa AI?

• Opportunity to work at a rapidly growing AI startup focused on solving real-world marketing challenges.
• Gain practical experience in SaaS, customer success, and digital marketing domains.
• Collaborate closely with cross-functional teams such as Growth, Product, and Engineering.
• Work in a high-autonomy environment where your contributions directly influence customer experience.
• Participate in a mission to empower small businesses by leveraging advanced technology.