We're looking for a customer-first Customer Support Executive to join our growing SaaS team. You'll be responsible for helping customers resolve product-related queries through chat and email while ensuring they have a smooth experience using our platform. Occasionally, you'll also assist customers over calls when required.
If you enjoy solving problems, communicating with customers, and working closely with technical teams to resolve issues, we'd love to hear from you.
Key Responsibilities
- Provide prompt and professional support to customers via live chat and email.
- Handle customer calls whenever required to resolve complex queries.
- Understand customer issues, troubleshoot basic problems, and provide accurate solutions.
- Collaborate with the engineering and product teams to investigate and resolve technical issues.
- Follow up with customers until their issues are fully resolved.
- Document customer interactions, bug reports, and feature requests accurately.
- Escalate critical issues to the appropriate teams while ensuring timely resolution.
- Maintain a high standard of customer satisfaction through clear, empathetic, and effective communication.
- Learn new product features and stay updated with product changes.
Requirements
- Previous experience in any customer-facing role (Customer Support, Customer Success, Technical Support, Sales Support, etc.) is mandatory.
- Prior experience working with a SaaS product will be a significant advantage.
- Excellent verbal and written communication skills in English are mandatory.
- Strong problem-solving and troubleshooting abilities.
- Ability to communicate technical concepts in a simple and customer-friendly manner.
- Comfortable working in rotational shifts (Any 9-hour shift between 12 PM and 12 AM IST).
- Self-motivated, organized, and capable of working independently in a remote environment.
- Basic understanding of CRM, ticketing, or helpdesk tools is a plus.
What We're Looking For
- Customer-first mindset with a positive attitude.
- Strong ownership and accountability.
- Patience and empathy while handling customer concerns.
- Ability to prioritize multiple conversations and tasks efficiently.
- Team player who collaborates well across departments.
Preferred
- Immediate joiners will be given preference.
- Experience with SaaS support, CRM platforms, or customer support tools is a plus.
If you enjoy helping customers succeed and want to work with a fast-growing SaaS company, we'd love to hear from you.
Pay: ₹12,000.00 - ₹20,000.00 per month
Benefits:
- Flexible schedule
- Paid sick time
Application Question(s):
- What's your current/last in-hand salary (INR/month)?
Work Location: Remote
