It’s an amazing time to be joining SalaryBox as we continue to transform attendance and payroll for over 60 million MSME’s in India. We launched the app in Jan 2021, and now have more than 4 million downloads of the app. Backed by Y-Combinator, SalaryBox is India’s leading attendance and payroll app. Considered to be the engine of economies around the world, the MSME segment in India alone has ~63 million units, and employs ~100 million people. The sector accounts for 27% of GDP and is crucial to the functioning of the economy. We are on a mission to make work easier for these business owners, managers, and employees so that they can focus on the things they do best.
Today, SalaryBox is a fun bunch of analytical and ambitious folks building the first-of-its-kind technologies for the MSME ecosystem. Our mission is big, so we act with urgency in everything we do. We find creative ways to test ideas and learn today so that we focus on the right things tomorrow. We are looking for a candidate who is willing to work with an early-age startup and help us grow. You will be working with an agile team where your ideas have the potential to reach millions. You will be an integral part of the organization where you will be a critical voice in the decision-making process.
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About the Role
The Senior Support Executive will be responsible for providing timely, effective, and customer-focused support to clients using our platform. This role ensures a smooth post-onboarding experience by resolving issues, answering queries, and maintaining high customer satisfaction.
What You’ll Do
Act as the first point of contact for customer support queries via email, chat, or calls.
Understand customer issues related to product usage, configuration, or workflows and provide accurate resolutions.
Provide step-by-step guidance to customers to help them use the platform effectively.
Provide guidance and day-to-day support to junior support team members, helping them resolve customer queries, share best practices, and ensure consistent service quality.
Troubleshoot issues and escalate complex technical or product-related problems to internal teams when required.
Track, document, and manage support tickets to ensure timely resolution within defined SLAs.
Follow up with customers to confirm issue resolution and ensure satisfaction.
Collaborate with onboarding, product, and engineering teams to share customer feedback and recurring issues.
Maintain clear documentation of common issues, FAQs, and solutions.
Support customers during critical usage periods such as payroll cycles, compliance deadlines, or renewals (if applicable).
What We Are Looking For
3-6 years of experience in customer support, helpdesk, or customer-facing roles (SaaS experience preferred).
Strong communication skills with the ability to explain concepts clearly to non-technical users, including business owners and HR managers.
Ability to take ownership of customer support operations while providing guidance and functional support to junior team members whenever required.
Customer-first mindset with patience and empathy.
Good problem-solving skills and attention to detail.
Comfortable working with ticketing tools, CRM systems, and virtual communication platforms.
Ability to manage multiple customer issues simultaneously and prioritize effectively.
Willingness to learn product features and adapt to a fast-paced startup environment.
