CSM Support Associate

About Goodera

Goodera is the world’s leading platform for employee engagement, helping companies build meaningful, purpose-driven workplace experiences through employee volunteering. We partner with 500+ enterprises, including 75 Fortune 500 companies like IBM, ServiceNow, and Amazon to help teams connect with purpose while driving social impact. Operating across 100+ countries and 30+ languages, Goodera delivers hosted volunteering and team engagement experiences - virtual, in-person, and hybrid - through a network of 2,500+ hosts. In 2025 alone, we facilitated 10,000+ experiences engaging over 500,000 employees worldwide. With consistent 100% YoY growth and profitability since April 2024, Goodera is backed by leading investors including Elevation Capital, Nexus Venture Partners, Omidyar Network, Zoom Ventures, xto10x, and Ursula Burns.

Goodera enables end-to-end employee engagement programs, with a core focus on corporate volunteering. We help organizations design and deliver meaningful experiences that drive both employee engagement and social impact.

What we do:

• End-to-end program management: Design and execute corporate volunteering initiatives from concept to completion
• Curated opportunities: Match organizations with the right experiences from our global catalog of volunteering activities
• Program planning & participation: Support timelines, campaigns, and communications to drive employee registrations
• Hosted experiences: Deliver engaging, high-quality sessions led by trained Goodera hosts who guide, orient, and contextualize each experience
• Impact measurement: Track, measure, and communicate both employee engagement and social impact outcomes

As we continue to grow, Goodera is exploring avenues of expanding beyond volunteering into a broader suite of employee engagement offerings including team building, culture-building, and purpose-driven experiences.

Location: Remote (India-based)

Shift: Night Shift (10:00 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. 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.