Senior Customer Support Executive – Premium Support

5 days ago

Bengaluru, Karnataka, India Snitch Apparels Pvt Ltd Full time ₹ 45,000 - ₹ 55,000 per year

Role Overview:

We are looking for a high-performing and customer-obsessed support executive to join our Premium Escalation Support team. This role is ideal for someone experienced in handling live chat, high-value customers, and their critical queries (failed transactions, refunds, chargebacks, order's Journey etc.).

You will take end-to-end ownership of Level 2 & 3 escalations, deliver timely resolutions via live channels, and contribute to improving customer experience by providing root-cause insights and SOP refinements. The role requires empathy, speed, accuracy, and a professional tone at all times.

Key Responsibilities:

Function

Tasks

Premium Chat Handling

Resolve complex, high-priority issues via live chat for premium customers, including payment failures, refund delays, and wallet disputes.

Escalation Management

Take full ownership of Level 2 & 3 escalations coming through chat, email, or social media. Ensure closure within SLA while keeping the customer informed.

SOP Execution

Follow verified workflows for transaction checks, KYC compliance, and RBI-aligned processes for refunds or reversals.

Cross-team Coordination

Work closely with Product, Risk, Finance, and Engineering to expedite solutions for recurring or systemic issues.

Chat Quality & CSAT

Maintain high live-chat CSAT by managing chat length, reducing bounce rates, and ensuring quick and clear replies within 30 seconds.

Documentation & Follow-ups

Keep tickets updated with clear notes, action items, and timelines. Escalate internally when necessary.

Root Cause Analysis

Identify issue trends and customer friction points and flag them for SOP or product improvements.

Mentoring New Agents (Optional for Sr. Executives)

Support onboarding agents by sharing best practices for premium ticket handling.

Eligibility Criteria:

  • 2–4 years of experience in customer support, preferably in banking, fintech, or e-commerce
  • Prior exposure to chat-based support, premium customer handling, or escalation resolution
  • Strong knowledge of payment flows, refund processes, and banking compliance (UPI, net banking, chargebacks)
  • Excellent English communication – both written and verbal
  • Familiarity with tools like Freshchat, Zendesk, Salesforce, Intercom, etc.
  • Strong sense of ownership, composure under pressure, and a problem-solving mindset

Growth Path:

This role sets the foundation to move into:

  • Escalation Specialist – Premium Desk
  • CX Lead – Chat & Escalation Management
  • Process Trainer (for live chat/CSAT performance)

What We Offer:

  • Competitive pay matching experience and performance
  • Access to cross-functional teams (Product, Risk, Finance)
  • Dynamic, fast-paced learning environment

Opportunity to work on impactful, customer-facing projects

Job Types: Full-time, Permanent

Pay: ₹45, ₹55,000.00 per month

Benefits:

  • Health insurance
  • Leave encashment
  • Paid sick time
  • Paid time off
  • Provident Fund

Work Location: In person

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