About Goodera

Goodera is the world’s leading employee volunteering platform, powering companies to scale employee volunteering experiences globally through our innovative technology platform and unique operating model. With a presence in over 100 countries and support for 30+ languages, we connect over 500 clients—including 60+ Fortune 500 companies—with meaningful volunteer opportunities tailored to their communities. To date, our impact has reached over 10 million beneficiaries, powered by 1 million+ employee volunteers and a network of 50,000+ nonprofit partners. Growing at 100% year on year, we are backed by top investors including Zoom Ventures, Elevation Capital, Nexus  Venture Partners, Omidyar Network, and Ursula Burns.

Location: Remote (India-based)

Shift: Night Shift (9:00 PM – 6:00 AM IST)

Experience: 1.5 – 3 Years (Non-fresher)

Role Overview

We are looking for a high-impact CSM Support Associate to facilitate seamless operations for our Customer Success team. This role is unique: during "quiet" periods, you will drive operational excellence through documentation and data; during "live" periods, you will act as the critical support layer for events, ensuring internal hosts and client partners have everything they need to succeed.

Key Responsibilities

1. CSM Enablement & Operations

• Audit CRM data to ensure all customer touchpoints and contract milestones are accurately recorded.

2. Stakeholder Communication

• Serve as the primary internal point of contact for Client Partners and Event Hosts during the IST night shift.

• Manage shared inboxes ensuring internal queries are answered with professional, high-quality English prose.

3. Issue Tracking & Resolution

• Log all technical hurdles encountered during shifts and coordinate with the product/engineering teams for long-term fixes.

5. Documentation & Knowledge Management

• Create and update Standard Operating Procedures (SOPs) for the CS team.

• Maintain a "Night Shift Log" to ensure a flawless handoff to the morning team, ensuring no balls are dropped across time zones.

Qualifications

• Experience: At least 1.5 years in a Sales Ops or Event Tech role. We are not accepting freshers for this position.

• Communication: Exceptional written English skills are non-negotiable. You must be able to draft polished, "client-ready" internal communications.

• Problem-Solving: Proven ability to handle high-pressure "Crisis Management" scenarios without immediate supervision.