About the Role
We are looking for a Customer Support Executive to help deliver a fast, reliable, and customer-first support experience for our SaaS products. This role is primarily focused on handling customer conversations through live chat and email, with occasional calls or Zoom meetings when needed.
You’ll work closely with customers to resolve issues, answer product-related questions, and ensure a smooth experience across onboarding and day-to-day usage. Since we serve customers globally, we also expect the candidate to stay reasonably responsive outside shift hours for urgent or high-priority tickets through mobile apps/notifications when required.
This is a fully remote role best suited for someone who is proactive, detail-oriented, technically curious, and comfortable communicating professionally with customers.
Responsibilities
- Handle customer support queries via live chat, email, and ticketing systems
- Troubleshoot product-related issues and provide clear resolutions
- Escalate technical bugs/issues to the internal product or engineering team
- Conduct occasional customer calls or Zoom meetings when required
- Maintain fast response times and high customer satisfaction standards
- Follow up with customers to ensure issues are resolved completely
- Create and maintain internal documentation or FAQs whenever needed
- Coordinate with product and engineering teams to communicate customer feedback and recurring issues
- Monitor urgent support notifications outside regular shift hours when necessary
Requirements
- Excellent written English communication skills
- Strong problem-solving and troubleshooting ability
- Comfortable handling customer conversations professionally and empathetically
- Prior experience in SaaS customer support/customer success is preferred
- Familiarity with tools like Slack, Intercom, Zendesk, Freshdesk, HubSpot, or similar platforms is a plus
- Basic technical understanding of SaaS products, APIs, domains, email systems, or integrations is a bonus
- Ability to work independently in a remote environment
- Reliable internet connection and laptop/desktop setup
- Comfortable with the 2 PM – 11 PM IST work schedule
Preferred Qualities
- Quick learner with strong ownership mindset
- Calm under pressure and able to manage multiple conversations simultaneously
- Customer-first attitude with attention to detail
- Interest in SaaS, automation, outbound sales, or AI tools
What We Offer
- Fully remote work environment
- Opportunity to work closely with fast-growing SaaS products
- High ownership and learning opportunities
- Collaborative and flexible work culture
- Career growth opportunities as the company scales
Pay: ₹10,000.00 - ₹20,000.00 per month
Benefits:
Work Location: Remote
