Product Support Executive

1 day ago

Gurugram Gurugram India Loop Subscriptions Full time

Job Description Key Responsibilities - Resolve product-related queries using chat-based software and manage merchant issues on Slack. - Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions. - Proactively identify and resolve process issues to improve support efficiency. - Meet quality standards, KPIs, and KRAs consistently across all support channels (email, chat, Slack, video). - Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions, using internal documentation and staying updated on product changes. - Identify trends and report missing documentation to relevant teams. - Address outages or critical issues quickly, ensuring timely communication with engineers and managers. - Provide outbound video support as requested. Qualifications - Minimum 1 year of experience in customer support or a related customer-facing role. - Initiative-focused mindset with a self-driven approach. - Strong problem-solving skills and attention to detail. - Strong communication skills, both written and verbal. - Ability to multitask and collaborate with different teams. - Bachelors degree in a technology-related field. - Strong knowledge of Google Sheets, Slides, or equivalent MS Office tools. - Experience in the SaaS industry. - Interest in continuous learning and growth opportunities. - Competitive, team-oriented mindset. Good to Have - Understanding of JavaScript, HTML, and CSS. - Experience in the e-commerce industry. - Exposure to startup environments and flexibility to adapt quickly.

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