Life at Springworks: A day in the life of a Customer Support Executive

Haneesh was born in Khammam, Telangana. He currently resides in Vizag, Andhra Pradesh. Later, he earned his B-Tech in Mechanical Engineering from BVC College of Engineering in Rajahmundry. He began his journey with Springworks as a Customer Support Intern on November 2nd, 2020. He has worked with Springworks stakeholders (Plowz & Mowz, BURST, WNRS). After completing his internship period, Haneesh joined us as an FTE on March 1st, 2021.

Let’s take a peek inside the life of a Customer Support Executive!

What do you do as a Customer Support Executive at Springworks?

As the CS Executive, I am responsible for the live chat queries that we receive from our websites from all Springworks products. In addition, I handle all suggestions/corrections to questions that require changes. For the GIF Charades, I created a Question Bank from scratch with 1.5K questions, which we have now increased to 3K+ as a team. When the Team needs help with anything related to work, I offer KT sessions and answer all of their questions on-call or via Slack. I also handle all customer and provider-related inquiries for another project, Plowz & Mowz.

What is your favorite part about Springworks?

I have so many favorites that it’s tough to list down any one of them. I would start with the fact that micromanagement is not practiced. There are no pressures at the top of the hierarchy. They are aware of how long work takes and do not impose unrealistic demands on us. Along with this, I’m looking forward to exploring the Workation benefit soon. WFH Allowance is something that has assisted me in setting up my home office. We don’t have any SLAs to offer our views and thoughts on how to enhance our products, unlike other companies. Everyone wants to improve our products and is open to receiving feedback for the same. Employee-centric leave policies are something that I appreciate. Normally, I only use leaves when it is critical or when there is a time constraint. The fact that my leave is automatically approved forces me to concentrate on emergencies instead of waiting for the approval of leaves.

How has your learning curve improved as a part of Springworks?

Springworks has taught me a lot, from Mechanical Engineering to CS Intern to CS Executive to now leading the team. Managing Tasks, KTs, Article Creation, and other responsibilities aided me in bringing many positive changes to my day-to-day work. Whenever I need to learn something related to my job, I use the Learning budget, which is useful for most courses.

Walk us through a day in the life of Haneesh!

I log in at 4 p.m and work until 2 a.m. During this period I work with Springworks and WNRS from 4:00 pm to 9 p.m and for Plowz and Mowz from 9 p.m. to 2 a.m. Many of my teammates call me an Alarm because I don’t miss a minute while logging in at 4 PM! I Check through all the messages and tags where I’ve got tagged and where I am needed. List them in a document, and make sure my To-Do list for that day is ready for the day. The first thing I do is WNRS, open the SKUs in new tabs by making them in a group. Chrome’s grouping feature comes in handy when I open 100+ New Tabs. Parallelly I open the CS-related pages to make sure we are online at all our product websites where the customer/user reaches out to us with their queries. On priority, I take up the tasks of customer payment-related queries/reminders.

I go AFK on a bike ride to get some fresh air and thoughts. I come back and start the work with new ideas and thoughts.

Which is your favorite product amongst our two apps, Trivia & EngageWith?

Both of them are fantastic. Trivia for the team’s engagement and EngageWith for rewarding and recognizing others. I often wonder what we would do if we didn’t have both of these in our daily work. It’s the same as having a smartphone but no Internet access! 

What are the challenges that you face in your day-to-day work schedule?

Every step we take to resolve the customer’s issue is a challenge. We should be able to provide the best solution to their problem based on their query. In addition, every task I handle contains a challenge, which I enjoy. That means more opportunities to learn and grow.

Sneak-peek into your life outside Springworks!

I am a person who loves nature the most. Grabbing the bike keys and getting lost in nature is something I love. Photography is something that makes you more creative and observative in every aspect. I love doing photography from Mobile. I do capture Landscapes, Portraits, and Macro shots. Whenever I feel low, I go out and get some fresh air, Click photos and get back to work with some fresh thoughts and ideas. Also, I love Automobiles. Whenever I go out, I observe our day-to-day automobiles and their working. That made me a practical thinker. I love learning new things about automobiles all the time!

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Ashwini Bhatnagar

I am an HR executive at Sprigworks, I give words to people's experiences.

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