Senior Customer Support Executive

3 weeks ago

Alwar, Rajasthan, India AiSensy Full time

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 100,000+ businesses, including leading brands like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco, to grow their revenues via WhatsApp.

  • 400+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy
  • Trusted by top brands like Delhi Transport Corporation, Vivo, PhysicsWallah & more
  • Businesses drive 25–80% of revenues using AiSensy
  • Backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors

The Opportunity

  • Work with a dynamic, fast-growing team passionate about customer success.
  • Gain hands-on experience in building and optimizing support systems and processes.
  • Collaborate closely with founders and leaders, sharing insights and receiving direct feedback.
  • Be part of a mission-driven startup shaping the future of WhatsApp-led engagement.

Responsibilities

  • Customer Interaction: Manage customer inquiries across phone, email, live chat, and social media.
  • Product Assistance: Provide accurate product/service information, handle complaints, process orders, and manage returns.
  • Troubleshooting: Resolve product-related issues promptly to ensure high customer satisfaction.
  • Customer Records: Maintain detailed, accurate records of all interactions in CRM/support tools.
  • Product Knowledge: Develop deep expertise in AiSensy's platform to deliver effective solutions.
  • Performance Goals: Collaborate with the support team to achieve and exceed KPIs/SLAs.
  • Feedback Analysis: Collect and analyze customer feedback, working with product and tech teams to improve user experience.
  • Process Improvement: Contribute to the creation and refinement of support processes, tools, and workflows.

Qualifications

  • 2–6 years of experience in customer support or a related role (B2B SaaS experience preferred).
  • Strong communication skills with a customer-first mindset.
  • Proficiency in support platforms (e.g., Zendesk, Freshdesk, LiveChat) and CRM tools.
  • Empathetic, solution-oriented, and passionate about delivering excellent customer experiences.
  • Comfortable working in international shift timings (2 PM – 11 PM IST).

Why Join Us?

  • Be part of a supportive and innovative environment that values growth.
  • Opportunity to lead impactful projects and shape customer experiences in a scaling startup.
  • Directly contribute to the success of brands generating a large share of revenues via AiSensy.
  • Grow your career in a company where customer satisfaction is the top priority.

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