Position: Senior Customer Support Executive
Location: Gurugram
Working Days: 6 (Mon-Fri) (1st and 4th Saturday)
Experience Required: 3-6 years
About the Role
The Senior Support Executive will be responsible for providing timely, effective, and customer-focused support to clients using our platform. This role ensures a smooth post-onboarding experience by resolving issues, answering queries, and maintaining high customer satisfaction.
Act as the first point of contact for customer support queries via email, chat, or calls.
Understand customer issues related to product usage, configuration, or workflows and provide accurate resolutions.
Provide step-by-step guidance to customers to help them use the platform effectively.
Provide guidance and day-to-day support to junior support team members, helping them resolve customer queries, share best practices, and ensure consistent service quality.
Troubleshoot issues and escalate complex technical or product-related problems to internal teams when required.
Track, document, and manage support tickets to ensure timely resolution within defined SLAs.
Follow up with customers to confirm issue resolution and ensure satisfaction.
Collaborate with onboarding, product, and engineering teams to share customer feedback and recurring issues.
Maintain clear documentation of common issues, FAQs, and solutions.
Support customers during critical usage periods such as payroll cycles, compliance deadlines, or renewals (if applicable).
3-6 years of experience in customer support, helpdesk, or customer-facing roles (SaaS experience preferred).
Strong communication skills with the ability to explain concepts clearly to non-technical users, including business owners and HR managers.
Ability to take ownership of customer support operations while providing guidance and functional support to junior team members whenever required.
Customer-first mindset with patience and empathy.
Good problem-solving skills and attention to detail.
Comfortable working with ticketing tools, CRM systems, and virtual communication platforms.
Ability to manage multiple customer issues simultaneously and prioritize effectively.
Willingness to learn product features and adapt to a fast-paced startup environment.
