Customer Support Professional

2 days ago

Nellore, Andhra Pradesh, India beBeeCustomerSupport Full time ₹ 70,00,000 - ₹ 1,50,00,000

About Brick-Bolt

We are a managed marketplace providing construction services. We are category creators and front-runners in space, solving one of the most complex business problems and creating an ecosystem of trust for our stakeholders - customers, construction professionals, and material vendors.

  • Construction has been a highly unorganized and severely tech-deficit industry globally. We are disrupting the industry completely using technology and process, creating the playbook for the industry.

Role Overview

We are looking for an experienced professional to join our support team, ensuring effective resolution of customer queries and feedback / VOC collection.

Key Responsibilities:

  • Timely and effective resolution of customer inquiries, complaints, and escalations.
  • Key performance indicators (KPIs) include customer satisfaction (C-SAT), first response time (FRT), and resolution time (Q2R).
  • Full ownership of assigned cases and will not rest until the issue has been resolved to the customer's satisfaction.
  • Collaborate with dependency teams (both internal and external) and confidently interact with management/leadership.
  • Write detailed reports (with executive summary) on escalations/customer feedback to leadership/management.
  • Adhere to standard operating procedures (SOPs) and compliance requirements, exercising sound judgment to navigate obstacles independently.
  • Act as a voice of the customer and provide insightful feedback to internal teams on improvement areas.

Requirements

  • Bachelor's degree in any field.
  • Champion of customer-centricity and empathy, demonstrating unwavering drive for resolving customer issues.
  • 2+ years of experience in customer support at a leading B2C organization.
  • 1+ years of experience in L3 / CEO / Social Media escalations role.
  • Excellent communication skills with fluency in English, Hindi, and Kannada (fluency in Tamil or Telugu is a bonus).
  • Working knowledge of MS Excel / Google Sheets preferred.
  • Hands-on experience with ticketing tools (e.g., Freshdesk).
  • Proven track record of containing and resolving highly complex escalations.

Why Join Us?

  • We offer a fast-growing, innovative environment where you can make a tangible impact in the construction tech industry.
  • Lead a high-impact category in one of the fastest-growing construction tech startups.
  • Collaborate with top clients or brands and shape the future of construction.
  • Accelerate your career in a leadership role with immense growth potential.

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