About the role
About the Role
We are looking for a highly driven Senior Executive Customer Support who can independently own customer interactions from first contact through final resolution.This is a hands-on role for someone who enjoys solving problems, taking accountability, and ensuring that every customer receives a seamless and positive experience. You will be expected to manage queries, complaints, escalations, and complex cases end-to-end while coordinating with internal teams to drive timely resolutions.We operate in a fast-paced, technology and AI-focused startup environment, so we are looking for someone who is adaptable, proactive, comfortable with new tools, and constantly looking for smarter ways to improve the customer experience.
What You'll Do
- Take end-to-end ownership of customer queries, complaints, and escalations across chat, email, social media, and other support channels.
- Own customer cases from the first interaction until complete resolution, ensuring timely follow-ups and clear communication throughout.
- Deliver an exceptional customer experience with a strong focus on CSAT, first-contact resolution, response time, and resolution time.
- Independently investigate customer issues, identify the root cause, and determine the best possible resolution.
- Handle difficult or sensitive customer situations with empathy, professionalism, and sound judgment.
- Proactively coordinate with Billing, Technology, Operations, other internal teams to resolve customer concerns.
- Identify recurring customer pain points and escalate systemic issues before they impact more customers.
- Maintain high standards of communication quality, accuracy, tone, and professionalism across all interactions.
- Work comfortably with CRM platforms, ticketing systems, dashboards, automation tools, and AI-enabled customer support technologies.
- Take ownership beyond assigned tickets whenever required to ensure the customer receives the right outcome.
