Customer Support Executive

2 days ago

Pumping Char Rasta Surat, India Suvit Fintech Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Location: Surat

Experience:0 - 2 Years

Role Overview

We are looking for a Customer Support Executive (Chat) to join our team in Surat. You'll be the first point of contact for our users, offering real-time assistance via chat (and email, if needed). This role is not just about resolving issues — it's about enhancing user experience, collaborating with product teams, and continuously improving support content and tools. You will also contribute to content creation and fine-tuning our AI chatbot for an even better support experience.

Key Responsibilities

 Provide real-time customer support via chat and email (voice support during initial onboarding).

 Understand and resolve user queries efficiently and empathetically.

 Maintain high support quality standards and quick response times.

 Guide users through onboarding, troubleshooting, and feature usage.

 Document recurring issues and help update internal knowledge base, FAQs, and canned replies.

 Analyze chat logs and user feedback to identify pain points and improve workflows.

 Collaborate closely with the technical and product teams to address issues and align updates with customer communication.

 Assist in updating and enhancing AI chatbot flows and correcting inaccurate responses.

 Contribute ideas to improve the overall customer experience and support processes.

Requirements

 0- 2 year of experience in customer support (chat, voice, or email).

 Strong written and verbal communication in English and Hindi.

 Willingness to start with voice support before moving fully into chat support.

 Basic understanding of SaaS platforms or accounting tools (training will be provided).

 Good writing skills for support materials like FAQs and help guides.

 Analytical thinking to assess support data and drive improvements.

 Must be based in Surat or willing to relocate.

 Interest in AI, automation, or chatbot technologies is Plus

 Familiarity with tools like Freshdesk, Intercom, Google Sheets, or similar.

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