Customer Experience Associate (with Product Track Growth Path) @ Crescerance

The Customer Support Implementation Associate plays a crucial role in supporting the US-based Customer Support Success team by managing support operations, onboarding processes, and administrative tasks. In addition to streamlining customer experiences, this role is designed to evolve into a Product/Business Analyst role , providing a career path for individuals interested in learning how to document requirements, write user stories, and collaborate with design and development teams.

This position is ideal for a detail-oriented, customer-focused professional with aspirations to grow into product or business analysis. You will gain hands-on experience by working across both customer-facing and technical teams, building empathy for users and learning how to translate their needs into actionable product requirements.

• Log, categorize, and maintain support tickets in HubSpot, ensuring clear documentation and consistent updates of the problem definition as well as the solution.
• Track resolution progress and follow up on outstanding issues.
• Analyze ticket trends and extract insights to inform support strategies.
• Communicate recurring customer pain points to India-based developers in a structured format.
• Attend live meetings with customers along with your CSM to listen to the problem and then solve the problem.

• Maintain and update Monday.com project boards to track implementation progress and timelines.
• Document onboarding workflows and assist in organizing kickoff, check-in, and training sessions, email pre-meeting agendas, take notes during meetings, ensure there s a clear post-meeting summary and follow up of action items.
• Gather and synthesize customer feedback to improve onboarding experiences.
• Watch end-users use the product and document areas of product and UX improvement.
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• Translate customer concerns into actionable summaries for developers and product managers. Join sprint calls as needed to provide customer and end user context.
• Participate in product walkthroughs and feature overviews to understand upcoming enhancements.
• Help convert real-world feedback into structured stories and use cases for dev teams.
• Be accountable for clarifying developer queries related to customer-facing features.
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• Shadow the Product Team on:
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• Creating PRDs (Product Requirements Documents)
• Writing user stories and defining acceptance criteria
• Reviewing designs and validating flows
• Preparing UAT documents and release notes
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• Contribute to internal documentation related to features and support workflows.
• Receive training on business analysis frameworks, requirement gathering, and stakeholder communication.
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• Schedule customer meetings and maintain records of interactions and escalations.
• Prepare reports on support KPIs, customer satisfaction trends, and implementation milestones.
• Support internal teams with meeting notes, documentation, and task tracking.
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Education:

Associate or Bachelor s degree in Business Administration, Information Systems, Customer Service, or a related field.

Experience:

2+ years in customer support, client onboarding, or project coordination in a SaaS or tech-driven environment.

Technical Skills:

• Familiarity with support tools (e.g., HubSpot, Zendesk)
• Experience with project/task management platforms (e.g., Monday.com, Trello, ADO)
• Proficiency in Microsoft Office and Google Workspace
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Soft Skills:

• Strong verbal and written English communication skills, with the ability to engage confidently and clearly with U.S.-based team members. Candidates must be able to both articulate their thoughts effectively and ensure mutual understanding in conversations.
• Analytical mindset with attention to detail
• Ability to multitask and manage time independently
• Willingness to learn and grow in the product and business analysis domain
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• Clear Career Progression: Begin in a support/implementation role with a guided path to become a Senior Business Associate or Associate Product Manager.
• Mentorship Training: Learn the ropes of product documentation, business storytelling, and user requirement analysis.
• Cross-Team Collaboration: Engage with both US-based Customer Success and India-based Development and Product teams.
• Remote Flexibility: Work from anywhere in India with structured touchpoints across global teams With the option for an upward career path leading to in-office presence.
• Make an Impact: Help improve customer experience and play a role in building products that matter.