Customer Support Specialist

19 hours ago

Kozhikode, Kerala, India Ruminuz Digital Pvt Ltd Full time ₹ 10,000 - ₹ 22,000 per year

Job Title: Customer Support Specialist – SaaS Platform (YBES)

About YBES

YBES is a next-generation SaaS platform that helps businesses automate marketing campaigns, manage promotions, loyalty programs, and gain deep customer insights — all from a single dashboard.

We're growing fast and looking for enthusiastic customer support professionals to ensure our users have a smooth and delightful experience.

Role Overview

As a Customer Support Specialist, you'll be the first point of contact for our customers via calls, chat, and email.

Your mission is to ensure every user query is handled quickly, accurately, and with empathy — delivering an excellent customer experience, ensuring satisfaction, and maintaining healthy subscription renewals.

Key Responsibilities

  • Handle incoming calls, chats, and emails from customers related to product usage, subscriptions, and billing.
  • Provide prompt, friendly, and effective resolution of customer queries.
  • Guide users on how to use YBES features and ensure they derive value from the platform.
  • Escalate product or technical issues to the Product Technical Specialist or tech team when needed.
  • Track and maintain support tickets in CRM / helpdesk tools.
  • Ensure customer satisfaction and positive experience across all communication channels.
  • Collect and relay feedback from users to help improve product and service quality.
  • Monitor billing and payment status for active subscriptions; follow up with customers regarding pending or failed payments.
  • Coordinate with the accounts or finance team to ensure timely renewals, plan upgrades, and payment confirmations.

Skills & Qualifications

  • 1–3 years of experience in customer support / chat / call center roles (preferably SaaS or software product).
  • Excellent verbal and written communication skills in English (regional language fluency is a plus).
  • Ability to understand customer pain points and provide empathetic, clear responses.
  • Familiarity with CRM, ticketing, or chat tools (Freshdesk, Zendesk, Intercom, etc.) is an advantage.
  • Basic understanding of billing cycles, payment follow-ups, and invoicing in subscription-based businesses.
  • Strong problem-solving and multitasking skills.

What We Offer

  • Work with an innovative SaaS startup building the future of marketing automation.
  • Dynamic, collaborative team culture.
  • Competitive salary + performance-based incentives.
  • Career growth into roles like Customer Experience Lead or Customer Success Executive.

Job Type

  • Full-time
  • Hybrid / Remote flexibility
  • Location: Open (India preferred)

Job Types: Full-time, Permanent

Pay: ₹10, ₹22,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Work from home

Work Location: In person

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