Customer Support Executive

About the role

We are looking for a proactive and customer-focused Customer Support Executive to manage inbound queries from brand partners and end users regarding our product. The role requires strong communication skills, quick problem-solving abilities, and a customer-first mindset. You will act as the primary point of contact and ensure high-quality support across calls, emails, and chat channels.

Key roles and responsibilities

Handle inbound and outbound customer calls with professionalism and clarity.

Respond to customer queries via email and chat with accuracy and within defined SLAs.

Provide product-related information, troubleshoot issues, and guide users through processes.

Coordinate with internal teams (operations, tech, backend support) to resolve escalated issues.

Maintain detailed and accurate records of customer interactions in the CRM / helpdesk.

Follow communication scripts, support guidelines, and processes to deliver consistent service.

Identify repeated issues and share feedback for process improvement.

Support brands on onboarding, product usage, transaction queries, and issue resolution.

Ensure high CSAT scores by delivering empathetic, clear, and solution-oriented responses.

Train and mentor junior support members when required.

What are we looking for?

Strong verbal and written communication skills in English and Hindi.

Prior experience in customer service / support (voice + non-voice).

Ability to handle pressure, manage tough conversations, and provide calm resolutions.

Good understanding of customer service tools (Freshdesk, Zendesk, CRM systems preferred).

Multitasking ability with attention to detail and accuracy.

Problem-solving attitude and willingness to learn product features quickly.

Flexibility to work in rotational shifts if required.

Skillsets :

Excellent English & Hindi communication (spoken and written).

Customer handling experience (calls, emails, chat).

Ticketing system & CRM familiarity.

Typing speed 35+ WPM preferred.

Basic technical troubleshooting skills.

Ability to analyse customer issues and provide quick resolutions.

Strong interpersonal and listening skills.

Other plus points :

Experience in supporting SaaS or tech-based products.

BPO / Contact Center background.

Experience handling brand / merchant queries.

Knowledge of escalation handling and RCA documentation.

Exposure to omni-channel support environments.

Willingness to work weekends / holidays on rotation.