About AdNabu

We are on a mission to help Shopify Merchants grow their eCommerce business. We have 5 apps currently live in Shopify App Store with more to follow.

We believe in

Building a large, profitable business: We envision building a capital-efficient, large, profitable business to achieve our mission of democratizing marketing. We are one of the few profitable Indian SaaS startups building Value SaaS.
Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

10000+ active stores using our software
Profitable for more than 36 months
10M+ products updated daily
Achieved with a small team of 25 -30

Compensation

Fixed Salary: Rs. 5.5 to 8 lakhs per annum (based on prior experience and fit)
Performance linked Bonus ranging between 7 - 10 thousand paid out monthly
Night Shift allowance offered above salary

Shift Schedule

You’ll be working 5 days a week (Weekoffs will be on Monday and Tuesday)
Shift Time : 1:00 AM to 10:00 AM IST

Hiring Process

We have 4 steps in total. We will hire you if you pass each round. All the steps will be virtual. We expect you to have a stable internet connection and turn on the video during the interview.

Assignment - If you match the job requirements, we will send you an assignment to complete. This should not take you more than an hour to complete. The assignment will consist of situational questions.
First level Interviews - The customer success manager will conduct the initial interview round. Questions will be around your skills, experience and problem solving.
CEO Interview - This interview will be more generic. Questions can be around past experience, problem-solving skills, case studies.
Culture Fit Round - A member from a non-customer success team will conduct this round. This is also a good opportunity to clarify your doubts about us and our culture.

Responsibilities:

Within 1 month:

Have one on one introductory calls with every employee. We are a small and remote team, and we would like to know you better.
Understand what AdNabu's various products do for our customers. We have five different apps live on the Shopify App Store.
Understand the CRM workflow and how it is connected with our apps and with other important software. We use Hubspot as our CRM.
Understand our OKRs(Objective & Key Results) method of measuring team performance.
Understand the important metrics that report your performance every month.

Within 3 months:

Start taking up customer chats app-wise and get used to the entire set of FAQs.
Go through our help portal and YouTube channel and complete the study of every knowledge article/video.
Start maintaining your daily availability, and start replying to emails that are sent to the support team.
Identify & prioritize critical customer concerns on top of your daily routine.
Start taking up scheduled customer calls.
Gather good feedback and reviews from the customer
Deliver resolution within the stipulated time frame as promised to the customer
Prepare monthly reports at the beginning of the new month. Start suggesting any necessary improvements to our knowledge base, email templates, and help the team to further solidify the customer support process.

Requirements:

2 to 4 years of Customer Service/ Success experience and a customer-centric attitude.
Eagerness to learn about the company’s products and their capabilities.
Great interpersonal and relationship building skills
Ability to multitask and handle multiple customer inquiries at once
Prior experience in dealing with customers based in the USA, Europe, Australia, etc would be a plus
Patience and ability to stay calm under pressure
Excellent verbal and written skills.
Familiarity with CRM softwares and basic knowledge of excel or google sheets.

Personality traits we really admire:

Great attitude to ask questions, learn, and suggest process improvements.
Attention to detail.
Capable of proposing ideas and solutions that help us achieve our goals faster.
Actively seek and incorporate feedback from the team.
Ability to work with stakeholders who all may have different opinions

Why should you join AdNabu?

By joining us as a Customer Success Associate in a growing team, you have the opportunity to make a huge impact by working closely with the leadership team, including the CEO. As we scale our business over the next few months, you will have a key role in taking on bigger responsibilities.

This is what our team members enjoy the most about AdNabu:

Freedom & Responsibility: If you are a person who wants to take up challenging work & push your personal boundaries, then this is the right place for you.
Great Salary & Equity: For our top performers and leaders, we grant stock options. As AdNabu continues to grow, you’ll have a real opportunity to create wealth for yourself and your family. We'll ensure you are financially well-off in the end.
Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when personal goals are nurtured with equal importance. We will support you on that journey of yours.
Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with AdNabu gives you that opportunity to experience it all firsthand.
Food & Snacks: We provide Sodexo coupons monthly. This is on top of your salary :)
Health Insurance: We offer health insurance coverage for you & your dependents.
Flexible leaves & work-from-home: We only care about the work being effective and on time. Do it from wherever you want to do it. Your home, or a beach in Goa, that’s all up to you :). Team bonding activities like quizzes, games, and more are conducted regularly.

If all of this sounds exciting to you, join us for an exciting and equally fulfilling ride at AdNabu!

Customer Success Associate (Remote)