
Customer Support Executive
3 days ago
Job Role : Customer Support Executive
Location: Surat
Experience: 1+ Year
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
- Minimum 1 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.
Interested Candidates can share their CV on or can contact on
Job Types: Full-time, Permanent
Pay: ₹15, ₹25,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
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