Customer Support Executive

6 days ago

Chandivali Mumbai Maharashtra, India ReelSaga Full time

**About the Role**:
We’re looking for a passionate and proactive **Customer Support Executive** to be the first line of communication with our users. You’ll be the voice of ReelSaga—resolving queries, educating users, and ensuring a seamless viewing experience across platforms.

**Key Responsibilities**:

- Resolve issues related to login, payments, streaming, app bugs, or content access
- Onboard new users and guide them through the app features, recommending shows and usage tips
- Follow up with users to ensure issues are resolved and gather feedback
- Engage with high-usage customers to understand their experience and drive satisfaction
- Convert free users into paid subscribers by offering suitable plans or discounts over call
- Retain existing users by offering loyalty-based incentives and maintaining engagement
- Escalate unresolved or critical issues to the tech or product teams
- Maintain daily logs and create reports on support queries, resolution time, and satisfaction scores

**Requirements**:

- 1 - 2 years of experience in customer support (experience in OTT or consumer tech is a plus)
- Strong communication skills in English and Hindi (regional languages a bonus)
- Empathy, patience, and the ability to stay calm under pressure
- Basic understanding of how OTT platforms work (login, playback, subscriptions)
- Comfortable using WhatsApp Business, Google Sheets, and CRM tools
- Willingness to take user calls and handle sensitive feedback professionally

**Preferred Skills**:

- Experience using tools like Freshdesk, Intercom, or Zendesk
- Interest in movies, shows, or the entertainment industry
- Ability to multitask and manage daily user interactions efficiently

**Why Join Us?**

At ReelSaga, you won’t just be resolving tickets - you’ll shape how users experience the platform. You’ll work closely with the product, marketing, and content teams to make a real impact.

Pay: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Commuter assistance
- Flexible schedule
- Food provided
- Work from home

Schedule:

- Day shift
- Monday to Friday

Supplemental Pay:

- Overtime pay
- Performance bonus
- Yearly bonus

Work Location: In person

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