Kasplo
Website:
kasplo.com
Job details:
🚀 We’re Hiring | Customer Success & Service Delivery Lead
📍 Location: Bangalore
💼 Experience: 3+ Years
🕐 Employment Type: Full-time
📅 Working Days: Monday to Friday
⚡ Immediate Joiners Preferred
Kasplo is looking for a Customer Success & Service Delivery Lead to take ownership of the post-sales customer experience and lead our Customer Success and Service Delivery functions.
🔹 What You’ll Do
Lead Customer Success & Technical Support teams and drive customer satisfaction.
Own customer onboarding, implementation, product adoption, and ongoing engagement.
Manage customer escalations, support operations, ticket prioritization, and SLA adherence.
Coordinate with Product, Engineering, Infrastructure, and Deliverability teams to resolve customer issues.
Handle technical customer requirements involving APIs, SMTP, DNS, email infrastructure, and deliverability.
Monitor customer health, service issues, incidents, and potential churn risks.
Build strong B2B customer relationships and ensure issues are followed through to closure.
Develop SOPs, troubleshooting processes, and effective escalation workflows.Z
🔹 What We’re Looking For
3 years of experience in Customer Success, Technical Support, Service Delivery, SaaS Operations, or similar roles.
Experience in SaaS, Email, Martech, CPaaS, Messaging, or technology products is preferred.
Strong understanding of APIs, SMTP, DNS, and SaaS concepts.
Working knowledge of email deliverability and concepts such as SPF, DKIM, DMARC, MX, IP reputation, bounces, and deferrals.
Experience handling B2B customers and technical escalations.
Strong team management, problem-solving, and stakeholder management skills.
Excellent communication skills with the ability to explain technical issues clearly to customers.
Strong ownership and ability to manage multiple priorities in a fast-paced environment.
💡 If you enjoy working at the intersection of customers and technology, solving complex problems, leading teams, and driving issues through to resolution, we’d love to hear from you.
📩 Interested candidates can share their CV at: vaishnavi@kasplo.com
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