Customer Support Liaison

2 days ago


Aligarh, Uttar Pradesh, India beBeeCustomerSupport Full time ₹ 40,00,000 - ₹ 80,00,000
Job Summary

We are seeking a skilled customer support liaison to handle inquiries and resolve issues in a timely and professional manner.

Main Responsibilities
  • Respond promptly to customer communications via email, chat, phone, or messaging
  • Provide effective assistance during onboarding, troubleshooting, and utilizing key features
  • Maintain a friendly, clear, and solution-focused tone in all interactions
Ticket Management & Resolution
  • Accurately log technical issues and support tickets using JIRA (or similar tools)
  • Evaluate bugs or critical issues and escalate them to the development team
  • Verify resolution success and customer satisfaction
Documentation & Knowledge Base
  • Develop and update FAQs, help articles, and user guides
  • Identify recurring questions or pain points and suggest improvements
Customer Insights & Feedback
  • Collect and organize customer feedback to inform product and UX enhancements
  • Monitor social media channels for comments, questions, and concerns
  • Share recurring issues and feature requests with product and dev teams
  • Provide regular reports on customer sentiment and support trends
Performance Metrics
  • Track KPIs such as response time, resolution rate, CSAT, and ticket backlog
  • Maintain alignment with internal SLAs and service standards

The ideal candidate will possess strong written and verbal communication skills, problem-solving abilities, and adaptability to new tools and workflows.

This role offers an exciting opportunity to contribute to customer-facing documentation and be part of a fast-growing SaaS company's collaborative office environment.



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