Zenskar - Product Consultant - Customer Success & Support

About this role:
Were looking for a proactive, empathetic, and product-savvy Product Consultant to join our Customer Success & Support team at Zenskar. This is a high-impact, cross-functional role where youll go beyond just solving ticketsyoull help our customers succeed with Zenskar, uncover product insights, and shape how we scale support.
Youll be the go-to expert for customers, guiding them through implementation challenges, resolving technical queries, and ensuring they extract maximum value from our platform. If you thrive on solving complex problems, love working with users, and want to be part of a product-led company this role is for you.
What Youll Do:
Customer Success & Product Consulting:
- Help customers onboard, configure accounts, and adopt best practices for long-term success.
- Understand user goals and proactively offer guidance on how to achieve them using Zenskar.
- Build strong relationships with customers through consultative, value-driven conversations.

Support & Troubleshooting:
- Act as the first line of defense for customer issues via email, chat, and occasional calls.
- Investigate bugs, triage product behavior, and escalate issues when needed.
- Collaborate with Product and Engineering teams to close the loop and keep customers informed.
Enablement & Documentation:
- Contribute to help docs, product walkthroughs, and internal knowledge bases.
- Identify recurring questions and create scalable resources to reduce friction for users.
Feedback & Product Loop:
- Capture customer feedback and synthesize it for Product and Engineering teams.
- Advocate for customer needs internally and help prioritize fixes and improvements.
Key qualifications:
- Excellent written and verbal communication in English.
- Can simplify technical concepts for non-technical users.
- Strong troubleshooting and problem-solving skills.
- Comfort working with tools like ticketing systems, knowledge bases, and product analytics.
- You genuinely care about solving customer problems, not just closing tickets.
- You ask the why behind questions and aim for long-term customer success.
- Comfortable working independently on night shifts.
- Eager to collaborate with cross-functional teams to improve user experience.
MANDATORY: Willing to work in the US time zone (~6:30 am IST) on weekdays (Mon-Fri) because the majority of our clients are based in the US. You have flexibility on when you want to start your day in the afternoon (IST), or take breaks (e.g. family time, gym etc). This role will require you to stretch outside your comfort zone.
- ESOPs
Location: Remote