Customer Solutions and Support Lead

Job Title : Customer Support Executive

Location : ZingHR India Office – Pune

Work Mode : Work from Office

Experience : 4 to 8 Years

About ZingHR

ZingHR is a leading HR Tech and SaaS-based organization, transforming the way enterprises manage their people and processes. We are looking for experienced professionals to join our Customer Success Operations (CS Ops) team in Pune. The ideal candidate will bring hands-on experience in HR transformation, change management, HCM implementation, customer success, or HR consulting and will play a crucial role in ensuring customer satisfaction and operational excellence.

Key Responsibilities

• Serve as the techno-functional point of contact for clients within the assigned portfolio.
• Manage and track support tickets via platforms like Freshdesk , ensuring timely resolution by coordinating with internal teams such as Delivery and Product.
• Perform root cause analysis for recurring issues and provide long-term, sustainable solutions.
• Ensure SLA adherence for all client tickets while maintaining transparent communication on progress and resolution timelines.
• Configure and manage client instances on ZingHR , and train clients to perform configurations independently.
• Develop and execute customer engagement plans aligned with client business goals, ensuring effective product adoption and success.
• Collaborate with tech support and product teams to resolve client issues and improve product usability.
• Proactively identify risks , mitigate them, and escalate when necessary.
• Gather and share client feedback to help enhance product features and overall user experience.
• Conduct post-resolution follow-ups to ensure client satisfaction and identify any further support needs.

Skills & Competencies

Key Qualifications