Location: Remote (India)
Work Timings: 6:00 PM – 3:00 AM IST
Experience: 1-3 years, B2B SaaS
About SHC
SHC (formerly Smart Health Clubs) is a cutting-edge SaaS platform built for fitness businesses of all sizes. We help clubs and studios manage their operations efficiently while elevating member engagement through white-labeled web and mobile apps. Our mission is to empower fitness businesses worldwide with exceptional solutions and unmatched customer support.
We’re looking for a Customer Success Partner to join our team and deliver outstanding support to our clients — helping them succeed on the SHC platform every step of the way.
1. Product Expertise & Tech Support
- Develop an in-depth understanding of the SHC platform and its features.
- Provide prompt, effective responses to a wide range of technical support queries.
- Recognize when a text response isn’t enough, and proactively schedule calls to resolve issues.
2. Customer Support & Training Excellence
- Uphold SHC’s high standard of customer support by resolving queries efficiently and maintaining strong client relationships.
- Train clients on the SHC software with a high level of proficiency.
- Stay proactive — go the extra mile to ensure the product fits each client’s needs, not the other way around.
3. Client Onboarding
- Independently manage and execute SHC’s onboarding process.
- Customize SHC’s onboarding journey to launch customers smoothly, applying strong project management skills.
- Deliver high-quality training sessions for clients and their staff.
- Facilitate a seamless launch of SHC’s white-label web and mobile applications.
4. Process Evolution
- Monitor and adapt to changing customer patterns.
- Continuously improve tech support and onboarding processes to meet evolving client needs.
5. Customer Insights & Collaboration
- Identify customer needs and requirements early in the process.
- Collaborate with the product team to propose enhancements and new features based on client feedback.
6. Documentation & Resources
- Create and maintain customer-facing resources, including release notes, a knowledge base, and help videos.
Requirements
Experience:
- 1-3 years in a B2B SaaS environment, preferably working with US clients.
- Experience with fitness-related products is a plus.
Experience:
- Preferably BE
Skills:
- Strong problem-solving and communication skills.
- Ability to manage customer expectations and deliver exceptional support.
- Proficient in creating and delivering training materials.
- Collaborative mindset for working with cross-functional teams.
Tech Savvy:
- Familiarity with tools like CRMs, support ticketing systems, and analytics platforms.
Role Benefits
- Fully remote position — work from any metro or tier 2 city in India.
- Opportunity to work with global clients in a dynamic, innovative environment.
- Flexible and collaborative work culture.
How to Apply
If you’re passionate about customer success and thrive in a fast-paced, technology-driven environment, we’d love to hear from you!
Send your resume and a brief cover letter explaining why you’re the ideal fit for this role to ruchika@smarthealthclubs.com