Customer Support Associate

About FloBiz:

FloBiz is a neobank for small & medium businesses that aims to accelerate the growth of their enterprises through technology. Founded in 2019 by IIT & BITS alumni, FloBiz is a fintech backed by renowned investors like Sequoia Capital India, Elevation Capital, Greenoaks Capital, Beenext and Think Investments. The same team also holds the credit of founding Koinex, India's first & largest peer-to-peer crypto exchange. FloBiz is chasing the mission of digitisation to contribute to the building of an Aatmanirbhar Bharat by solving the most pressing problems of the Indian SMB sector. FloBiz launched its flagship product, myBillBook, in early 2020 and it has become one of the highest-rated business apps in India on the Google Play Store.

About myBillBook:

myBillBook is India's leading GST billing & accounting software with mobile, web app & native desktop offerings and runs on Android as well as iOS. myBillBook has been designed to aid SMB owners to conduct their operations from anywhere and anytime and provides a secure platform for business owners to record transactions & track business performance on the go. It is an ideal software for GST registered businesses where invoicing is one of the core business activities. Also, businesses looking to digitize their operations to understand their financial position better can use this software. It helps them create bills (GST & non-GST), record purchases & expenses, manage inventory and track payables/receivables directly from their mobile phones or computers. Also, the app generates 25 critical business reports that help business owners make effective business decisions. myBillBook is currently available in English, Hindi, Gujarati & Tamil.

Job Summary:

We are looking for a proactive and empathetic Customer Support Associate (L1) to manage live chat interactions with our customers. You will be the first point of contact for users, helping to resolve issues, answer product-related questions, and provide an exceptional support experience.Key Responsibilities:

• Respond promptly and professionally to customer inquiries via live chat.
• Understand and resolve customer issues within defined SLAs.
• Document interactions and resolutions accurately in the CRM/system.
• Escalate complex issues to L2 or relevant internal teams.
• Follow standard operating procedures (SOPs) and maintain process compliance.
• Provide product and service-related information clearly and concisely.
• Identify and report common customer feedback or recurring issues.
• Maintain a high level of customer satisfaction (CSAT) and quality scores.
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams.

Requirements:

• 0–2 years of experience in customer support or a similar role.
• Excellent written communication skills in English and Hinglish.
• Ability to multitask and stay organized in a fast-paced environment.
• Good problem-solving skills and attention to detail.
• Comfortable working with support tools, CRMs, and chat platforms.
• Willingness to work in shifts, including holidays.
• Patience when handling tough cases
• Able to write in Hinglish.
• Typing speed of 38 to 40 WPM with 90% and above accuracy
• Should be a graduate

Location: Bommanahalli, HSR Layout.

Job Type: Full-time

Pay: From ₹20,000.00 per month

Application Question(s):

• A user requested a refund on 25th Feb, but due to a delay, it was not processed immediately. The refund was only processed after the user contacted support again on 28th Feb.

Write a Hinglish(Hindi response in english letters) response explaining the situation politely and professionally, ensuring the user does not feel unhappy.

• Rewrite this response in a more professional and empathetic tone:

Scenario: refund requested after the 45 days and as per policy refund can be issued within 30 days.

"30 days passed and we can't give you a refund. It's against company policy."

Work Location: In person