Client Support Associate
DiligenceVault
- India
- Permanent
- Full-time
and Flexible to align with US EST Hours when required: 5:30/6:00 PM – 2:30/3:00 AM ISTAt DiligenceVault, we’re the leading technology platform and industry network to streamline and digitize the manually intensive diligence process. We have experienced a wonderful period of growth as the direct result of increased efficiency and productivity for our network of over 50,000 platform users at over 13,000 firms in over 100 countries. To continue on this trajectory, we are looking for exceptional talent from across disciplines and industries to shape the future of due diligence and improve the lives of our clients and users in a meaningful way.ABOUT THE ROLEWe are seeking a Client Support Associate to deliver exceptional support experiences to our global clients. This is a critical, client-facing role where you will act as the first line of support for asset managers, institutional investors, and other financial professionals using the DiligenceVault platform.This is not a BPO or customer care role — we are looking for candidates with hands-on experience in B2B SaaS product companies, who are technically sound, client-centric, strong problem solving skills and fluent communicationKey Responsibilities
- Be the first point of contact for global clients, managing support tickets and live calls.
- Troubleshoot platform-related issues, integrations, and resolve queries with accuracy and speed.
- Conduct product training sessions, and webinars to drive adoption.
- Collaborate with Product & Engineering teams to escalate issues and share client feedback.
- Document product FAQs, knowledge base articles, and troubleshooting guides.
- Perform incident tracking, root cause analysis, and ensure timely resolution.
- Become a DiligenceVault platform expert and guide clients in best practices.
- 2+ years of experience in Client Support at a B2B SaaS product company (mandatory).
- Excellent English communication skills (verbal & written) with proven ability to handle global client calls.
- Strong technical skills in troubleshooting and integrations.
- Experience conducting client-facing webinars, and training sessions.
- Process-oriented with hands-on experience in incident management and resolution tracking.
- Ability to work independently in a fast-paced startup environment and collaborate with a distributed global team.
- Flexibility and commitment to work in EST time zone.
- Experience supporting asset managers or institutional investors is a strong plus.
- Work with a truly global team.
- Contribute to scaling our B2B SaaS platform in the investment management industry
- All the latest Tech-Stack you need to succeed
- Medical Insurance Coverage
- Wellness Reimbursement
- Training Reimbursement
- Generous Paid Time Off Policy
- Work From Home
- Global Team Offsites
- Reward & Recognition Program