Customer Support Process Expert

10 hours ago


Delhi, Delhi, India Spur Full time
About Spur
Spur is a Meta Tech Partner revolutionizing marketing for eCom brands, creators, and businesses through automations on Instagram, Facebook, and WhatsApp. Our platform helps them boost customer retention, streamline support, and improve customer satisfaction. We also empower creators to grow their followers and monetize their content effectively.

Role Overview
We're looking for a tech-savvy Customer Support Specialist who is quick to learn, proactive in solving problems, and excited about building scalable customer support processes. This hybrid role requires 6 working days per week, with Saturday support being crucial.

The role involves handling chat support, conducting onboarding calls, and enhancing our knowledge base (including quick replies, help center articles, and training materials like videos). Over time, your contributions will shape an AI-powered support system that can answer most customer queries efficiently.

Key Responsibilities
  • Respond promptly to customer queries via chat, ensuring satisfaction and resolution.
  • Conduct onboarding calls to familiarize new customers with Spur's platform.
  • Build and maintain an extensive knowledge base, including:
  • Quick replies for common queries.
  • Help center articles and FAQs.
  • YouTube videos and tutorials.
  • Ensure every customer interaction updates the knowledge base for future reference.
  • Collaborate with the product and engineering teams to resolve technical issues and improve customer support processes.
  • Identify recurring customer pain points and proactively suggest solutions or improvements.

What We're Looking For
  • Tech-savvy individual with the ability to quickly adapt to new tools and technologies.
  • A proactive learner who can figure things out independently.
  • Strong written and verbal communication skills.
  • Experience in customer support or a related role (freshers with the right mindset are encouraged to apply).
  • Familiarity with eCommerce, SaaS, or AI tools is a plus.
  • Organized, detail-oriented, and able to multitask effectively.
  • Comfortable working in a hybrid setup (3 days from the office, 3 days remote if based in Delhi).

Salary and Benefits
We offer a competitive salary ($40,000 - $60,000) with scope for advancement, flexible work arrangements to ensure work-life balance, access to cutting-edge tools, including AI and CRM systems, and the opportunity to join a fast-growing startup with significant opportunities for growth.

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