Sr. CSA

The Opportunity

Almabase is looking to hire a Senior Customer Success Associate to join our Customer Support team. This role goes beyond day-to-day customer support youll play a key part in ensuring our customers have an exceptional experience while also driving initiatives to improve how our team operates.

As a Senior Customer Success Associate you will handle customer queries efficiently uphold high responsiveness and CSAT standards and maintain top-tier quality in every addition youll act as the second-in-command to the Support Manager helping lead the team mentoring associates and taking ownership of projects that enhance the Support experience (like setting up automations improving internal documentation and enabling the team to perform at their best).

You will work closely with the Product Engineering and Customer Success teams acting as both the voice of the customer internally and the face of Almabase to our customers.

The advantages of this role are

• Youll develop an expert-level understanding of our product and its impact a rare skill set thats highly valued by our customers.

• Youll work with a diverse range of customers from tech-savvy administrators to first-time users enhancing your problem-solving and communication versatility.

• Youll gain exposure to leadership process optimization and cross-functional collaboration preparing you for managerial or senior strategic roles at Almabase.

Almabase has maintained an excellent reputation with its customers because we pride ourselves on delivering an exceptional human-centered customer experience. Dont just take our word for it see what our partner schools say about us here.

Work Timings

You will primarily support U.S. educational institutions so your working hours will align with U.S. business hours. Depending on the team roster you will work either of the following shifts:

• 6:30 PM 2:30 AM IST (corresponding to 9 AM 5 PM EST)

• 9:30 PM 5:30 AM IST (corresponding to 9 AM 5 PM PST) additional incentives apply for this shift

You will also be part of the Critical Support squad providing round-the-clock coverage for critical issues one week each month. Additional incentives will be provided for this rotation as well.

Key Responsibilities

Customer Support Excellence

• Take full ownership of customer issues from investigation and troubleshooting to resolution via in-app chat email or call.

• Maintain high responsiveness quality and CSAT scores consistently.

• Thoroughly understand customer needs and provide proactive and reactive support using in-depth product knowledge.

• Collaborate with Engineering to resolve technical issues and with Product to communicate feature requests or feedback.

• Ensure all customer interactions reflect empathy accuracy and efficiency.

Leadership and Mentorship

• Be the go-to person for the Support team the first point of contact for questions guidance or clarifications before the Support Manager***.***

• Provide guidance peer reviews and support to team members to help them improve their responses and approach to problem-solving.

• Assist in onboarding and training new team members ensuring they understand both the product and the Almabase support philosophy.

• Take ownership of specific team KPIs and support initiatives as directed by the Support Manager.

Process Improvement and Initiatives

• Lead or contribute to initiatives that enhance the Customer Support experience such as setting up automations building internal tools or refining workflows.

• Keep internal documentation and knowledge base articles up to date with the latest product enhancements and support practices.

• Develop and share best practices support playbooks and macros to improve team efficiency and consistency.

• Analyze support data and identify improvement areas in processes tools or communication.

Cross-Functional Collaboration

• Partner with Product and Engineering to share customer insights that help shape the product roadmap.

• Support Customer Success Managers in handling product-related queries and resolving escalated issues.

• Participate in recruitment efforts for new support hires and contribute to defining role expectations.

Requirements

• 23 years of experience in customer support or customer success in a SaaS/B2B enterprise product.

• Exceptional written communication skills clear concise and empathic.

• Demonstrated ownership mentality sees tasks through from start to finish.

• Experience in working in B2B SaaS orgs.

• Proficiency with tools like Google Suite Intercom Slack Loom Notion and Asana.

• Strong analytical thinking and attention to detail nothing falls through the cracks.

• Knowledge of customer experience metrics (CSAT CES SLA management).

• Leadership mindset mentors others takes initiative and drives improvements.

Good-to-Haves

• Experience setting up automations or improving workflows in support operations.

• Previous mentorship or team lead experience.

• Comfort with basic data analysis or support metrics tracking.

What Does Your First Year Look Like at Almabase

By the 3rd Month

• Youre confidently managing customer interactions independently.

• Youve started mentoring newer associates and improving documentation.

By the 6th Month

• Youre identifying improvement areas in support workflows and taking ownership of specific projects or KPIs.

• Youve begun collaborating cross-functionally and providing product feedback.

At the 1-Year Mark

• Youre co-leading support initiatives with the Support Manager.

• Youre driving strategies to achieve SLAs and CSAT targets.

• Youre helping scale support processes assisting in recruitment and guiding the next generation of associates.

Required Experience:

Senior IC