CSM Support Associate
About Goodera Goodera is the world’s leading employee volunteering platform, powering companies to scale employee volunteering experiences globally through our innovative technology platform and unique operating model. With a presence in over 100 countries and support for 30+ languages, we connect over 500 clients—including 60+ Fortune 500 companies—with meaningful volunteer opportunities tailored to their communities. To date, our impact has reached over 10 million beneficiaries, powered by 1 million+ employee volunteers and a network of 50,000+ nonprofit partners. Growing at 100% year on year, we are backed by top investors including Zoom Ventures, Elevation Capital, Nexus Venture Partners, Omidyar Network, and Ursula Burns. Location: Remote (India-based) Shift: Night Shift (9:00 PM – 6:00 AM IST) Experience: 1.5 – 3 Years (Non-fresher) Role Overview We are looking for a high-impact CSM Support Associate to facilitate seamless operations for our Customer Success team. This role is unique: during "quiet" periods, you will drive operational excellence through documentation and data; during "live" periods, you will act as the critical support layer for events, ensuring internal hosts and client partners have everything they need to succeed. Key Responsibilities 1. CSM Enablement & Operations Audit CRM data to ensure all customer touchpoints and contract milestones are accurately recorded. 2. Stakeholder Communication Serve as the primary internal point of contact for Client Partners and Event Hosts during the IST night shift. Manage shared inboxes ensuring internal queries are answered with professional, high-quality English prose. 3. Issue Tracking & Resolution Log all technical hurdles encountered during shifts and coordinate with the product/engineering teams for long-term fixes. 5. Documentation & Knowledge Management Create and update Standard Operating Procedures (SOPs) for the CS team. Maintain a "Night Shift Log" to ensure a flawless handoff to the morning team, ensuring no balls are dropped across time zones.
Qualifications
Experience: At least 1.5 years in a Sales Ops or Event Tech role. We are not accepting freshers for this position. Communication: Exceptional written English skills are non-negotiable. You must be able to draft polished, "client-ready" internal communications. Problem-Solving: Proven ability to handle high-pressure "Crisis Management" scenarios without immediate supervision.