Senior Customer Success Specialist

ABOUT THE COMPANY: Backed by leading ship operators and some of the world’s largest shipowners, Circle Digital Ventures (CircleDV) is a fast-growing maritime tech company reshaping the future of seafarer lives. Our ecosystem includes safety wearables, wellness solutions, and fintech services—purpose-built for seafarers and those working in industrial environments.

ABOUT THE ROLE: As a Senior Customer Success Associate, you will independently own and manage the end-to-end customer experience for CircleDV’s users—primarily seafarers and key operational stakeholders. This role is hands-on and execution-focused, requiring strong judgment, ownership, and the ability to manage complex onboarding, support, and engagement workflows across geographies. You will act as a trusted point of contact for users and internal teams, ensuring seamless onboarding, high engagement, and timely issue resolution while contributing to continuous improvement of customer success processes. The position will be based in Chennai.

RESPONSIBILITIES:

• Own end-to-end onboarding for new seafarers and selected enterprise cohorts, from registration through activation.
• Ensure SLA adherence across onboarding, support, and operational workflows.
• Provide multichannel customer support (email, chat, phone) for escalated or complex user issues.
• Coordinate and track global card issuance and shipment, working closely with logistics and fintech partners.
• Monitor customer engagement and usage metrics to identify drop-offs, risks, and improvement opportunities.
• Proactively conduct customer outreach to improve activation, engagement, and retention.
• Act as a product feedback conduit, translating user insights into clear inputs for product and operations teams.
• Support KYC/CDD processes, ensuring accurate documentation, follow-ups, and issue resolution.
• Assist in executing customer engagement initiatives, workshops, and onboarding sessions.
• Maintain accurate records in CRM and ticketing systems, ensuring data integrity and visibility.

QUALIFICATIONS:

• 5–8 years of experience in Customer Success, Customer Support, or Operations-focused roles.

REQUIRED SKILLS:

• Proven ability to independently manage complex customer journeys with minimal supervision.
• Strong written and verbal communication skills, with comfort engaging global users.
• Experience working with onboarding frameworks and customer journey optimization.
• Familiarity with KYC/CDD workflows in fintech or regulated environments.
• Hands-on experience with CRM and support tools such as Salesforce, HubSpot, Freshdesk, Jira, or similar platforms.
• High attention to detail, strong ownership mindset, and comfort operating in fast-moving environments.

PREFERRED SKILLS:

• Good to have: Exposure to maritime, fintech, payments, or industrial workforce solutions.