Job Description: Customer Support Executive (US Blended Process)
About Us
Crowdnetic Technologies Private Limited is a subsidiary of FinMkt.Inc., New York is an unlisted private company incorporated on 18 January 2016 based out of in Hyderabad, Telangana.
FinMkt is revolutionizing buy now pay later (BNPL) and point of sale financing with a fully customizable, multi-lender, full credit spectrum SaaS solution. FinMkt’s award-winning, API-driven platform offers both end-to-end and modularized consumer financing and loan origination technology that empowers lenders, merchants and enterprise partners to control their own destiny with a customized solution tailored to their unique brand. FinMkt’s proprietary, omni-channel and product agnostic SaaS platform is optimized for the home improvement, healthcare and retail verticals.
From a cultural perspective, we believe that a team’s shared values are critical to success and are proud of our beliefs which centre around: honesty, integrity, passion, teamwork and loyalty. If those values describe you (and you have permanently removed the words “impossible” and “can’t” from your vocabulary), then FinMkt is the place for you!
Both our external and internal partners and clients demand responsiveness, creativity and dependability, and FinMkt’s finance team takes pride in delivering service that is second to none.
Job Title: Customer Support Executive (CSE)
Process: Blended (Voice, Email, and Live Chat)
Shift: Night Shift / US Shift (Typically matching EST/PST business hours)
Location: Uppal, Hyderabad
Employment Type: Full-time, work from office
Job Summary
We are seeking a dynamic, highly versatile, and customer-obsessed Customer Support Executive (CSE) to join our
international support team. In this role, you will act as the primary interface for our US-based customers. You will be
responsible for resolving customer queries, troubleshooting issues, and maintaining high customer satisfaction (CSAT)
scores through voice calls, real-time live chat, and email support based on daily business volumes.
The ideal candidate will possess native-level English communication skills, a high degree of empathy, the ability to think on
their feet, and comfort working in a fast-paced night-shift environment.
Key Responsibilities
Multi-Channel Communication
Voice Support: Handle inbound and outbound calls from US customers with a neutral/clear accent, active
listening, and a highly professional phone etiquette.
Live Chat Support: Manage multiple concurrent chat sessions, providing rapid, clear, and grammatically precise
responses while maintaining a warm and professional tone.
Email Support: Draft well-structured, error-free, and comprehensive email responses to customer tickets,
ensuring all points of a query are resolved in the first contact (FCR).
Issue Resolution
Accurately diagnose customer issues, walk users through step-by-step troubleshooting, and provide effective
resolutions.
Escalate complex or unresolved technical issues to Level 2 support or appropriate internal departments while
managing customer expectations.
Quality & SLA Adherence
Consistently meet or exceed target Key Performance Indicators (KPIs), including Customer Satisfaction (CSAT),
Average Handling Time (AHT), First Response Time (FRT), and Quality Assurance (QA) scores.
Maintain a deep understanding of company products, features, policies, and workflows to provide accurate
information.
Requirements & Qualifications
Education: High School Graduate, associate degree, or Bachelor's Degree in any discipline.
Experience: 1–3 years of experience in an international BPO or customer support role (voice and non-
voice/blended processes). Prior experience supporting US-based customers is highly preferred.
Language Skills: Exceptional verbal and written English communication skills (impeccable grammar, vocabulary,
and professional writing skills are mandatory).
Shift Flexibility: 100% flexibility to work permanent night shifts/US shifts and rotational weekly offs.
Technical Proficiency:
Strong computer literacy and typing speed (minimum 40 WPM with 95% accuracy).
Hands-on experience with CRM tools and call centre software.
A reliable, high-speed internet connection and a quiet workspace (for remote roles).
Key Skills & Competencies
Multi-tasking: Ability to handle multiple live calls & chats simultaneously while navigating internal systems and
documentation.
Empathy & Patience: Ability to handle irate or frustrated customers calmly and turn a negative experience into a
positive one.
Problem-Solving: Sharp analytical skills to identify root issues and propose effective, timely solutions.
Perks and Benefits:
Work-life balance
Health & accidental insurance
Employee Provident Fund
Open door policy with the leadership team. Co-founders are just a call away.
Salary: As Per Industry Standard
Commute: Own Transportation (No cab facility)
Location: SEZ, NSL Towers, Uppal, Hyderabad – Telangana 500039
Pay: ₹360,000.00 - ₹500,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
