Customer Support Executive

Primary title (standardized): Customer Support Specialist

About the Opportunity

A growth-oriented technology company operating in the SaaS and digital services sector delivering customer-facing solutions and platform support to B2B and B2C customers. We run multi-channel support functions that prioritise fast resolution high customer satisfaction and continuous process improvement.

Role & Responsibilities

• Own inbound customer interactions across email phone and live chattriage diagnose and resolve issues within defined SLAs.
• Create and manage support tickets using the helpdesk system; escalate complex issues to technical teams and track resolution progress.
• Maintain and update the knowledge base and standard operating procedures to reduce repeat tickets and improve first-contact resolution.
• Collect and document customer feedback and issue patterns; collaborate with Product and Engineering to drive product fixes and enhancements.
• Ensure accurate case documentation follow-ups and handoffs for billing account and technical requests; close tickets with clear resolution notes.
• Support onboarding and training activities for new customers and contribute to internal training materials for the support team.

Skills & Qualifications

Must-Have

• Zendesk
• Freshdesk
• Intercom
• Salesforce Service Cloud
• Helpdesk ticketing systems
• Live chat tools

Preferred

• CSAT and NPS measurement tools
• MS Excel
• VoIP systems

Qualifications & Experience (summary)

• Proven experience in customer-facing support roles within SaaS tech product or digital services environments is preferred.
• Comfort with hybrid workplace model; must be able to work from company office on designated days in India.
• Customer-centric attitude ability to multi-task across channels and strong written English for clear documentation and email responses.

Benefits & Culture Highlights

• Hybrid work model with flexible in-office days to balance collaboration and focused work.
• Learning and upskilling opportunities tied to product customer success and support tooling.
• Collaborative metrics-driven culture focused on customer impact and continuous improvement.

How to Apply

If you are a proactive customer support professional who enjoys solving problems driving customer satisfaction and improving processes in a fast-paced SaaS environment apply with your resume and a brief note describing your experience with helpdesk platforms and multi-channel support.