Lead - Customer support

2 days ago

Mumbai, Maharashtra, India spocto Full time ₹ 2,00,000 - ₹ 6,00,000 per year
Job Information

Company

Spocto

Date Opened

10/14/2025

Job Type

Full time

Industry

Financial Services

City

Mumbai

State/Province

Maharashtra

Country

India

Zip/Postal Code

400050

About Us

Yubi stands for ubiquitous. But Yubi will also stand for transparency, collaboration, and the power of possibility.

From being a disruptor in India's debt market to marching towards global corporate markets from one product to one holistic product suite with seven products

Yubi is the place to unleash potential. Freedom, not fear. Avenues, not roadblocks. Opportunity, not obstacles.

Job Description

About the Role:We are looking for a Customer Support Agent who will act as a bridge between the Operations and Engineering teams, ensuring timely resolution of technical issues and effective cross-functional communication. The ideal candidate will have a strong technical aptitude, problem-solving mindset, and the ability to translate operational concerns into actionable insights for the engineering team.

Key Responsibilities:

  • Issue Resolution:Manage and resolve technical issues raised by the Operations team efficiently and within defined SLAs.
  • Coordination with Engineering: Collaborate with Engineering to analyse, troubleshoot, and resolve reported system bugs, data mismatches, or workflow errors.
  • Cross-Team Communication: Serve as a communication link between Operations and Engineering, ensuring updates and technical findings are clearly shared.
  • Ticket Management:Track, prioritise, and close issue tickets using tools such as Jira, Zendesk, or Freshdesk.
  • Root Cause Analysis: Identify patterns and recurring issues, escalating to Engineering for long-term fixes.
  • Documentation:Maintain detailed records of issues, resolutions, and known error documents for future reference.
  • Process Improvement: Provide feedback to Product and Engineering teams to enhance platform performance and usability.
  • Operational Support: Support the Operations team with technical queries, data validation, and process alignment.

Requirements:

1. Education: Bachelor's degree in Computer Science, Information Technology, or any related field.

2. Experience: 4–8 years in a technical support, product support, or operations support environment.

3. Technical Skills:Good understanding of system workflows, APIs, or basic SQL (preferred).

4. Experience with ticketing tools (e.g., Jira, Freshdesk).

5. Soft Skills:Excellent communication and coordination abilities.

6. Strong analytical and troubleshooting skills.

7. Ability to manage multiple priorities and work under pressure.

8. Detail-oriented and proactive.

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