Customer Support Specialist

1 day ago


Bengaluru, Karnataka, India Zoko (YC W21) Full time

Role Overview

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The B2B Customer Support Executive position at Zoko (YC W21) presents an exciting opportunity to deliver exceptional customer experiences through chat support. This role is exclusively focused on resolving customer queries efficiently and professionally, ensuring high satisfaction levels.

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About Us

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Zoko empowers Shopify brands to leverage WhatsApp as their primary revenue channel. As a leading WhatsApp API provider, we offer a comprehensive platform that streamlines sales, marketing, and customer support on WhatsApp. Trusted by top e-commerce merchants globally, Zoko equips brands with cutting-edge features like conversational commerce and advanced workflow automation, enabling them to scale operations efficiently.

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Key Responsibilities

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  • Provide timely and professional chat-based support to B2B customers.
  • Troubleshoot customer issues efficiently and escalate complex cases when necessary.
  • Collaborate with internal teams to address customer concerns and enhance the support process.
  • Build strong customer relationships by delivering tailored solutions and empathetic support.
  • Contribute to improving customer satisfaction scores and assist in identifying recurring issues for process improvements.
  • Stay updated on product features and updates to provide accurate assistance.
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Requirements

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  • Experience: Minimum 2 years of chat support experience, preferably in a B2B SaaS environment.
  • Communication Skills: Excellent written communication skills and ability to manage multiple conversations simultaneously.
  • Customer Focus: Strong customer-first approach with a passion for delivering exceptional service and satisfaction.
  • Triage Skills: Ability to assess, prioritize, and escalate issues based on urgency and impact.
  • Tech Curiosity: Eagerness to understand technical workings and features of the product.
  • Team Collaboration: Ability to work seamlessly with cross-functional teams to address customer needs.
  • Adaptability: Quick learner who can stay updated on product features and adapt to a fast-paced environment.
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Preferred Qualifications

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Familiarity with chat support tools like Freshdesk, Zendesk, Intercom, or similar platforms.

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Estimated Salary

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$65,000 - $85,000 per year, depending on location and experience.

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Become a part of our team



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