Position: Customer Success Engineer
Company: Launch Ventures (for )
Location : Hyderabad
About Launch Ventures
Launch Ventures is a niche award-winning technology firm that co-creates products alongside domain experts ranging from early-stage startups to Fortune 500 enterprises. We ve built globally scaled products some of which have attracted investments from Google. Our work spans across modern technologies including AI/ML IoT Blockchain Cloud and full-stack web/mobile applications.
We take pride not just in writing great code but in launching ventures that matter. Our culture emphasizes product ownership technical craftsmanship and long-term impact.
is one of our fastest-growing ventures. It s a next-generation WhatsApp Commerce platform designed to empower small and mid-sized businesses to sell more effectively communicate seamlessly and operate smarter.
About the Role
We are seeking a Customer Success Engineer to manage the complete customer onboarding cycle for our WhatsApp ecommerce chatbot platform. This role combines technical implementation with customer relationship management ensuring seamless deployment and customer satisfaction along with Business & Pre-sales/Sales.
As a Customer Success Engineer you will be the first line of communication between our customers and the product. This is not just a support role you ll act as a trusted partner to users by troubleshooting issues guiding them through solutions and ensuring a seamless experience on the platform. Your contributions will directly influence product adoption satisfaction and retention.
This role is ideal for someone who thrives on interacting with people is comfortable with technology and is driven by the satisfaction of resolving issues quickly and effectively.
Key Responsibilities
Customer Onboarding & Implementation
Conduct discovery calls with new customers to understand their business requirements and use cases
Translate customer requirements into technical specifications for chatbot configuration
Build and configure bot behavior using our proprietary JSON-based chatbot framework
Implement custom chatbot solutions tailored to each clients business needs
Conduct testing and quality assurance before handover to customers
Customer Success & Support
Manage the complete customer onboarding journey from initial consultation to go-live
Facilitate customer feedback cycles and implement iterative improvements
Ensure customer satisfaction throughout the implementation process
Provide technical support and troubleshooting during and after deployment
Act as the primary point of contact for customers during onboarding phase
Documentation & Process Improvement
Document customer requirements and implementation details
Maintain configuration documentation and best practices
Identify opportunities to streamline the onboarding process
Collaborate with product team on feature requests and improvements
Required Qualifications
Technical Skills
Experience with APIs JSON configuration or similar technical implementations
Comfortable working with technical documentation and configuration files
Basic understanding of chatbot/conversational AI concepts (preferred)
Proficiency in troubleshooting technical issues and finding solutions
Customer-Facing Skills
Customer-facing experience in B2B environment
Strong requirement gathering and consultative selling skills
Excellent verbal and written communication skills
Experience managing customer feedback cycles and iterative processes
Ability to explain technical concepts to non-technical stakeholder
Customer Assistance
Respond promptly and professionally to customer inquiries via phone email chat or ticketing systems.
Act as a point of contact for troubleshooting product issues onboarding queries and general user guidance.
Technical Troubleshooting
Diagnose and resolve issues related to the platform including product configurations integrations (e.g. WhatsApp Business API payment gateways) and user access problems.
Assist users in resolving connectivity issues API errors or data sync problems with platforms such as Shopify WooCommerce and others.
Documentation and Knowledge Sharing
Maintain detailed records of customer interactions reported issues troubleshooting steps and resolutions in the CRM.
Create and contribute to internal knowledge bases and customer-facing support articles or FAQs.
Issue Escalation & Collaboration
Work closely with the engineering and product teams to escalate unresolved or complex issues with complete context.
Provide feedback from users to help improve product usability and customer satisfaction.
Process & Quality Improvements
Recommend process improvements or automation opportunities to enhance support quality and reduce turnaround times.
Help refine onboarding and support playbooks for faster consistent customer issue resolution.
Customer Experience Management
Build rapport with customers and ensure a high degree of empathy and clarity in communication.
Monitor support KPIs (response time resolution time CSAT scores) and strive for continuous improvement.
What We re Looking For
Educational Background:
Bachelor s degree in any discipline (a technical or computer science background is preferred).
Experience:
1 3 years of experience in a customer support technical support or client services role.
Prior experience supporting SaaS eCommerce or B2B platforms is a strong advantage.
Hands-on experience dealing with phone-based queries is essential.
Skills:
Strong communication skills clear concise and empathetic.
Ability to explain technical concepts in simple non-technical language.
Comfortable working with support tools like Freshdesk Zendesk HubSpot or similar CRMs.
Familiarity with WhatsApp commerce tools APIs or payment integrations is a plus.
Multilingual communication (especially regional Indian languages) is a bonus.
Why Join Us
Opportunity to work on a high-impact product serving small and growing businesses.
Dynamic startup-like environment with the stability and mentorship of an experienced leadership team.
Learn and grow across customer success product thinking and technical troubleshooting.
Flat hierarchy transparent communication and a supportive team culture.
Competitive salary benefits and opportunities for growth within the company.
This is below additional information sharing for your better understanding & preparation
Summary: Hiring Needs for Customer Success Engineer Talkingshop
1. Role Overview
The Customer Success Engineer will play a hybrid rolebridging technical product support and customer onboarding. This person will be responsible for addressing technical queries helping customers onboard smoothly and supporting users who may not be tech-savvy particularly in Hindi-speaking regions.
2. Key Responsibilities
Handle platform-related queries e.g.:
Support the onboarding process for new customers on the Talkinshop platform.
Explain product features and technical solutions clearly and simply avoiding jargon.
Troubleshoot issues guide users step-by-step and resolve tech-related glitches.
Assist with understanding and using tools like Meta Business Suite and other platform integrations.
Communicate efficiently and patiently with retailers and small business owners.
3. Required Skills & Competencies
Fluent in Hindi and English (must-have): The customer base right now is predominantly Hindi-speaking particularly in Tier 2 3 and 4 cities in Maharashtra and North India.
Strong communication skills: Able to simplify complex topics and explain without confusion.
Basic technical knowledge:
Understanding of APIs client-server architecture.
Familiarity with tools like Meta Business Suite e-commerce platforms catalogue uploads.
Ability to assess feasibility of tech integrations.
Customer-centric mindset:
Debugging and troubleshooting: Should be able to help with product flows and resolve issues efficiently.
4. Desired Experience
1 4 years in Tech Support Customer Experience or Customer Success roles ideally in a product-based company.
Preferably from domains such as:
Fitness and wellness apps
Finance/taxation software (e.g. QuickBooks)
Retail-tech or SaaS platforms for small businesses
Should have worked with non-tech-savvy users or small business owners.
5. Target User Profile
As of now the leads are coming for Retailers and business owners from Tier 2/3/4 cities primarily in Maharashtra and North India.
Often not tech-savvy requiring more hand-holding during onboarding and usage.
Curious about how the platform adds business value with frequent questions about features.
6. Sourcing Suggestions
Suggested Filters for Meenakshi:
Job Titles: Customer Support Engineer Customer Success Specialist Tech Support Product Support Associate.
Industries: E-commerce Fintech Retail SaaS CRM platforms Marketing Tools D2C enablement platforms.
Location: Pune Mumbai Delhi NCR candidates open to relocating.
Languages: Hindi-fluent English-proficient.
Personality Traits
Employment Type
Full Time
Customer Success Engineer
