Job Title: Customer Support Executive – B2B SaaS / Omnichannel Support
Location: Noida, Uttar Pradesh
Job Type: Full-Time, Permanent
Experience Required: 0 – 1 Year (Freshers welcome)
Role Overview
We are hiring a performance-driven Customer Support Executive to serve as the primary point of contact for our business clients reaching out via inbound calls (IVR), chat, and email. In this role, you will be responsible for resolving technical and operational queries within defined Service Level Agreements (SLAs), delivering a high-quality user experience, and identifying growth signals for our commercial teams.
This position features clear Key Result Areas (KRAs) and Key Performance Indicators (KPIs) focused on resolution speed, account ownership, customer satisfaction, and proactive problem-solving.
About the Platform
We operate a category-leading business communication platform that unifies corporate calls, WhatsApp marketing, and AI-powered chat and voice bots into a single, intelligent, no-code system. Trusted by over 12,000 brands globally, our infrastructure helps enterprises streamline their communication workflows, accelerate response times, and scale customer engagement efficiently.
Key Responsibilities
- Customer Issue Resolution & Productivity: Handle inbound enterprise calls, live chats, and email tickets professionally and efficiently. Ensure accurate ticket creation, proper tagging, and categorization within the CRM platform for every single interaction.
- SLA & Metric Adherence: Aim to resolve the majority of client issues within 4 business hours, maintaining a high First Contact Resolution (FCR) rate for calls and a rapid First Response Time (FRT) for chat queues.
- Customer Experience & Satisfaction: Deliver a highly positive, empathetic, and solution-oriented support journey. Maintain target Customer Satisfaction (CSAT) scores by setting accurate expectations and ensuring clients fully understand the resolution before closing the ticket.
- End-to-End Ownership: Take complete accountability for assigned tickets from opening to final resolution, avoiding unnecessary escalations through active first-touch troubleshooting.
- Identifying Revenue Signals: Proactively spot qualified account expansion, feature upgrade, or cross-sell opportunities during customer conversations based on their pain points, seamlessly passing these leads to Account Managers.
- CRM & Process Hygiene: Follow established support workflows and communication guidelines, keeping the CRM database updated with comprehensive context and documentation.
RequirementsMust-Have Skills:
- Communication: Strong verbal and written communication skills in English (proficiency in Hindi or other regional languages is a distinct plus).
- Operational Adaptability: Proven ability to multitask fluidly across active phone lines, live chat windows, and open ticketing dashboards.
- Tech Comfort: Comfortable learning and navigating internal CRM software and customer support metric dashboards.
- Flexibility: Willingness to operate in rotational shift patterns, including weekend coverage based on roster requirements.
Good-to-Have Skills:
- Foundational experience or exposure to B2B SaaS, telecom helpdesks, or tech-support customer service roles.
- Familiarity handling modern omnichannel support platforms or cloud communication tools.
Behavioral Expectations:
- Highly target-driven, comfortable working with scorecards, and receptive to regular coaching.
- A collaborative team player who interfaces effectively with Team Leads and Account Managers to solve recurring problems.
Pay: ₹250,000.00 - ₹450,000.00 per year
Work Location: In person
