Live Chat Support Specialist

1 week ago

Bengaluru, Karnataka, India Postman Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Type: Full-time
Shift: Night shift (aligned with U.S. time zones)

Holiday Coverage: required and to be aligned with our current policy on holiday allowance

Shift Timing: 6:00 PM – 3:00 AM IST / 9:00 PM – 6:00 AM IST (Rotational)

We're launching a pilot live chat support program and looking for a Live Chat Support Specialist to join our growing Customer Operations Support team and to help shape the future of real-time customer engagement at Postman. As part of this new initiative, you'll be among the first team members delivering high-quality live chat support to our global user base.

This is an exciting opportunity for someone who thrives in fast-moving environments, enjoys building from the ground up, and is passionate about delivering world-class customer support. In this role, you'll be the first point of contact for millions of users around the world, delivering fast, thoughtful, and effective support via our live chat platform, identifying root causes, and working collaboratively to improve the customer experience.

What You'll Do

  • Manage a high-volume queue of live chat conversations and deliver fast, accurate, and friendly support.
  • Own user issues from initial contact through resolution or successful escalation
  • Use tools like Intercom, Zendesk, Salesforce, JIRA and other internal tools to support users within defined SLAs.
  • Triage and route inquiries to appropriate teams across technical support, sales, renewals, and finance.
  • Identify and handoff potential leads during chat conversations to Sales and Renewals teams.
  • Monitor and respond to potential cancellations surfaced via live chat, proactively involving Customer Success Managers where needed.
  • Prioritize multiple chat conversations and issues based on urgency and customer impact.
  • Contribute to our global chat coverage model, ensuring availability during assigned shifts.

Requirements

  • 1–2 years of experience in live chat customer support or sales support, ideally for a modern SaaS or cloud-based product
  • Solid understanding with SaaS subscription workflows, including billing cycles, upgrades, renewals, prorations, and cancellations, and experience handling related queries across cloud-based platforms
  • Willingness to work night shifts exclusively, aligned with U.S. time zones, including flexibility for on-call and holiday coverage
  • Hands-on experience with tools like Intercom, Zendesk and Salesforce
  • Excellent written and verbal communication skills, with a focus on clarity, empathy, and tone in live chat interactions

You'll Be a Strong Candidate If You Have

  • Experience with SaaS products, particularly familiarity with pricing and licensing
  • A background in supporting or collaborating with Sales, Renewals, or Business Development teams, especially in lead triage, or pre-sales support
  • Proficiency with live chat platforms such as Intercom or Zendesk, ideally in a high-volume, fast-paced customer-facing environment
  • Flexibility to collaborate with global teams and the ability to join on relatively short notice

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