Customer Support Executive

Job Overview

We are seeking a customer-centric, tech-savvy, and empathetic Customer Support Executive to join our growing team.

In this role, you will be the voice of our company, helping users navigate our product, troubleshooting technical or functional issues, and ensuring our customers derive maximum value from our solutions.

Key Responsibilities

Product Expertise: Develop a deep understanding of our product features, updates, and use cases to provide accurate and efficient support.

Omnichannel Support: Resolve customer inquiries, technical glitches, and billing questions via email, live chat, phone, and ticketing systems (e.g., Zendesk, Freshdesk, or Jira).

Troubleshooting & Diagnosis: Investigate, replicate, and diagnose product bugs or user errors reported by customers.

Cross-Functional Collaboration: Act as a bridge between customers and internal teams. Escalate complex technical issues to the Product and Engineering teams with clear documentation.

Customer Retention & Success: Guide users through onboarding, share best practices, and proactively provide helpful resources (knowledge base articles, video guides) to ensure customer success.

Feedback Loop: Document common customer pain points and feature requests to help the product team prioritize the future roadmap.

Performance Metrics: Meet and exceed daily/weekly support metrics, including First Response Time (FRT), Customer Satisfaction (CSAT) scores, and Resolution Time.

Required Qualifications & Skills

Experience: 1–3 years of experience in a customer support, technical support, or customer success role, preferably within a Product-Based (SaaS/B2B/B2C) company.

Communication: Exceptional written and verbal communication skills with a strong ability to explain complex technical concepts in simple, user-friendly terms.

Problem-Solving: Strong analytical and critical thinking skills to diagnose underlying product issues rather than just treating symptoms.

Tools & Tech: Familiarity with help desk ticketing systems (e.g., Zendesk, Freshdesk, Intercom, Hub Spot) and internal collaboration tools (e.g., Slack, Jira, Confluence).

Adaptability: Ability to quickly adapt to continuous product updates, feature roll-outs, and fast-changing environments.

Empathy & Patience: A calm, professional demeanour with the emotional intelligence to handle frustrated users and turn their experience into a positive one.