Website:
flowcall.co
Job details:
About Flowcall
Flowcall is an AI customer service platform that automates conversations across WhatsApp, email, live chat, Instagram, and voice — plus an AI Helpdesk that replaces tools like Freshdesk and Zendesk. Our clients include Atomberg, The Sleep Company, mCaffeine, and others running 80%+ autonomous resolution rates.
The Role
You will own the post-sale relationship for our enterprise customers — the single point of accountability for every issue they raise. You'll triage incoming issues, resolve what you can yourself, and route the rest to the right team: implementation for workflow changes, tech for engineering intervention. You'll close the loop on all of it.
Responsibilities
- Act as the primary point of contact for enterprise customers, collecting and tracking all issues raised.
- Resolve issues directly wherever possible, including basic product configuration changes.
- Interface with the implementation team to scope and drive workflow changes.
- Escalate technical issues to the engineering team and follow through to resolution, keeping the customer updated.
- Own response and resolution SLAs across the customer base.
- Identify recurring problems and feed them back to product and implementation teams.
- Build strong relationships that drive retention, satisfaction, and expansion.
Requirements
- Prior experience managing enterprise customers in a CSM, account management, or technical support role.
- Strong product/technical aptitude — comfortable doing basic product configurations independently; the deeper the technical understanding, the better.
- Excellent communication and ownership — able to coordinate across implementation, engineering, and the customer without dropping threads.
- Structured, proactive, and calm under pressure.
Nice to Have
- Experience with SaaS, customer support platforms, or AI/automation products.
- Familiarity with WhatsApp Business API, helpdesk/ticketing tools, or workflow automation.
- Technical background (APIs, basic scripting, or comfort reading logs/configs).
Click on Apply to know more.