Customer Operations Support Associate Job in Bangalore at Postman

Postman is hiring for the role of Customer Operations Support Associate!

Responsibilities of the Candidate:

• Manage a queue of 50+ support tickets per week.
• Take ownership of customer-reported issues and see problems through to resolution.
• Work across support platforms like Zendesk, Salesforce, and JIRA within defined SLAs.
• Pre-sales support in triaging of sales leads, security, and legal inquiries to different internal teams.
• Handle payments, refunds, credits, and other sensitive customer requests.
• Work with sales, renewals, engineering, and customer teams to ensure speedy resolution.
• Raise product bugs, and feature requests to relevant teams.
• Prioritize issues based on severity and customer impact.
• Participate in our 24/5 global coverage plan.

Requirements:

• 1-2 years of experience doing L1 customer support for a modern / SaaS product.
• Must be willing to work in different shifts (including evenings and holidays).
• A university degree in a tech-related field or relevant experience in a SaaS domain is preferred.
• Ability to write basic SQL queries for achieving workarounds or better solutions.
• Familiarity with support platforms like Zendesk, Jira, Salesforce, and Confluence.
• Understanding of SaaS billing, pricing & licensing, and basic accounting.
• Excellent customer-facing skills (internal and external customers).
• Excellent written and verbal communication skills.