Bipolar Factory
Website:
bipolarfactory.com
Job details:
Location: Hybrid (Coimbatore)
Employment Type: Full Time
Department: Customer Success and Operations
About Bipolar Factory
At Bipolar Factory, we build technology that solves real business problems.
One of our flagship products, Oly, helps retail brands understand customer behaviour inside physical stores through AI powered analytics and intelligent insights. Our goal is to help businesses make smarter decisions that improve customer experiences and drive measurable growth.
As our client base grows, we are looking for someone who can become the face of Oly for our customers and ensure every client feels supported, confident, and successful from day one.
Role Overview
We are looking for a Client Support Executive who enjoys solving problems, building strong relationships, and helping customers succeed.
In this role, you will become the primary point of contact for our clients after deployment. From onboarding and training to product adoption, troubleshooting, and ongoing engagement, you will ensure our customers receive an exceptional experience throughout their journey with Oly.
You will work closely with the Product, Engineering, and Growth teams to resolve issues quickly, gather meaningful feedback, and ensure clients continue to receive maximum value from the platform.
Key Responsibilities:
Client Onboarding and Training
Conduct onboarding sessions for new clients and ensure a smooth implementation experience.
Train client teams on platform features, workflows, and best practices.
Guide users through the initial setup process and help integrate Oly into their daily operations.
Assist clients in understanding how to maximize the value of the platform.
Generate and review system accuracy reports. Full training will be provided.
Client Support and Issue Resolution
Act as the primary point of contact for client queries and support requests.
Resolve operational and platform related issues in a timely and professional manner.
Coordinate with Product and Engineering teams to troubleshoot technical challenges.
Track, document, and follow up on all client issues until they are fully resolved.
Build long term relationships by ensuring every client feels heard and supported.
Monitoring Client Operations
Monitor platform usage across different client locations.
Conduct regular health checks to ensure successful adoption.
Identify recurring operational challenges and escalate them when necessary.
Proactively connect with clients to ensure the platform continues delivering value.
Maintain regular communication with client stakeholders to understand evolving business needs.
Product Adoption and Customer Engagement
Track platform adoption and user engagement.
Encourage clients to make full use of Oly's capabilities.
Provide continuous guidance to improve operational efficiency.
Help clients discover new features and workflows that support their business goals.
Feedback and Product Improvement
Gather structured feedback during onboarding, pilot phases, and ongoing client interactions.
Document client suggestions, feature requests, and recurring concerns.
Collaborate with Product, Engineering, and Growth teams to improve the customer experience.
Act as the bridge between customer expectations and internal teams.
Required Skills and Qualifications
Excellent verbal and written communication skills.
Fluency in English and Hindi is mandatory.
Strong interpersonal skills with a customer first mindset.
Ability to explain technical concepts in a simple and user friendly manner.
Excellent problem solving abilities and attention to detail.
Strong organizational and time management skills.
Comfortable coordinating with multiple stakeholders simultaneously.
Ability to work in a hybrid environment based out of Coimbatore.
Willingness to travel to client locations whenever required.
Preferred Qualifications
Previous experience in Client Support, Customer Success, Customer Service, Client Servicing, or Account Management.
Experience working with SaaS products or technology platforms.
Experience conducting onboarding or product training sessions.
Ability to manage multiple clients and priorities simultaneously.
Experience supporting enterprise customers across different operational locations.
Familiarity with CRM or customer support tools.
A technical background or understanding of software products will be a strong advantage.
What Success Looks Like
Within your first few months, you will be expected to:
Successfully onboard and train new clients.
Build trusted relationships with customer stakeholders.
Ensure high levels of platform adoption and customer satisfaction.
Resolve client issues efficiently while coordinating closely with internal teams.
Capture valuable customer insights that contribute to product improvements.
Become a trusted advisor for clients using Oly.
Why Join Bipolar Factory?
At Bipolar Factory, customer support is about much more than answering questions. It is about building trust, creating exceptional customer experiences, and helping businesses unlock the full potential of our products.
You will work directly with leading retail brands, collaborate closely with Product, Engineering, and Leadership teams, and play an important role in shaping how Oly evolves. Your work will have a direct impact on customer success, product development, and business growth.
If you enjoy working with people, solving meaningful problems, and making a real difference every day, we would love to hear from you.
What We Offer
Competitive salary.
Performance based growth opportunities.
Exposure to enterprise SaaS clients.
Close collaboration with Product, Engineering, and Leadership teams.
A fast paced startup environment where your ideas matter.
Continuous learning and professional development opportunities.
Click on Apply to know more.
