Customer Support Executive

Primary job title (standardized): Customer Support Representative

A technology-enabled customer experience and business process outsourcing (BPO) services provider supporting e-commerce fintech SaaS and consumer brands. We deliver omnichannel customer support order-to-cash and retention services using cloud contact-center platforms and analytics to drive customer satisfaction and operational efficiency.

About the Opportunity

We are hiring an on-site Customer Support Executive based in India to join a high-energy operations team. You will be the frontline ambassador for customersresolving inquiries owning cases end-to-end and improving processes that reduce churn and boost loyalty. This role is ideal for candidates who excel in fast-paced SLA-driven environments and are comfortable working across phone email and chat channels.

Role & Responsibilities

• Respond to inbound customer inquiries across voice email and live chat and resolve issues within defined SLAs while maintaining high CSAT.
• Troubleshoot product/service issues replicate customer scenarios and provide clear step-by-step resolutions or workarounds.
• Log categorize and update tickets accurately in the CRM or helpdesk; ensure case notes and tags support reporting and trend analysis.
• Escalate technical or billing issues to appropriate teams and follow through until full resolution and customer confirmation.
• Meet individual KPIs (first response time resolution time CSAT) and contribute to team performance and target achievement.
• Contribute to knowledge base updates propose process improvements and assist in onboarding/training new team members.

Skills & Qualifications

Must-Have

• Proven experience using Zendesk or Freshdesk in a live support environment.
• Familiarity with Salesforce Service Cloud or equivalent CRM platforms.
• Experience with live-chat platforms such as Intercom or LiveChat and handling multichannel tickets.
• Comfortable using VoIP/softphone systems for high-volume inbound/outbound voice support.
• Strong data-handling skills in MS Excel for reporting and ticket analysis.
• Ability to work on-site in India and adhere to rostered shift timings including rotational shifts if required.

Preferred

• Experience supporting e-commerce or fintech platforms (Shopify Razorpay payment gateways).
• Exposure to CX analytics tools (Zendesk Explore Freshdesk Analytics) or basic reporting dashboards.
• Multilingual support capabilities (Hindi plus fluent English) for pan-India coverage.

Additional Qualifications

• Minimum 1 years of customer support or contact center experience preferred.
• Excellent verbal and written English communication; clarity on phone and chat is essential.
• Customer-first attitude with a track record of meeting SLA-driven KPIs and quality checks.

Benefits & Culture Highlights

• Competitive base salary with performance-linked incentives and attendance benefits.
• Structured learning career progression and opportunities to move into specialist or leadership roles.
• Collaborative on-site culture with regular coaching team events and process-driven operations.

To apply please ensure your resume highlights your experience with the listed platforms and your availability for on-site shifts in India. We welcome motivated support professionals who thrive in high-volume customer-centric environments.