Customer Success Manager

Your Mission @ RentOk

Understand the issues & problems of RentOk users, listen with empathy and figure out a way to make their life easier by solving their problems.

Your communication skills, patience and personal warmth & calmness with people will make them rely on you for their solution. At the same time you will use your street smartness to either escalate the bug to the engineers to avoid repetition or educate the user to do it themselves on RentOk app.

Your Role as a Customer Success Manager

1. Review the escalated tickets on our CRM or WhatsApp & resolve them
2. Review the AI generated replies to user queries
3. Talk with users across channels (phone, email, chat) and understand the issues
4. Act as an escalation point for complex customer issues coming via on ground sales team
5. Maintain the response TAT & quality as per our benchmarks
6. Actively collect user feedback and share internally to improve RentOk product and processes.
7. Use your patience & calmness to resolve the escalated issues
8. Help users complete their work in other ways in case of a bug or lack of feature.
9. Give timely update to users and take active follow ups from engineers & product managers internally