Subject Matter Expert - Customer Support

Customer Support Executive - L2

About Lokal : 

In 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren’t really using the internet meaningfully yet. We believed that if we started with local content in their own language, they’d come back every day; once there was a habit and trust, that same space could naturally grow into classifieds and, eventually, something they used for almost everything online.

This spark became Lokal. Our first instinct was to put everything in one place & one app - local updates, classifieds, jobs, matrimony and more. It worked, till it stopped working. Users gave us the insight - when one use case outweighs the others, everything else seems like noise. We listened. Like how Craigslist quietly seeded a generation of focused companies & marketplaces, we began unbundling and verticalising.

Today, Lokal is a house of focused apps, many products, one mission:
to connect Tier-2/3+ India to the Knowledge, opportunities, tools and experts they’ve always deserved.

We now operate dozens of live apps across categories like:

• Edutainment & Skill Learning – practical skills and learning in regional languages (GyanTV)
• Matrimonial Matchmaking – hyperlocal, compatibility-first partner search (Lokal Matrimony)
• Agri Consulting – farmer-first advisory in local languages (AgriLokal)
• Local Jobs – blue- and grey-collar opportunities close to home (Lokal Jobs, Sahi Jobs)
• Social & Community – Place to find & post social updates (Lokal app)
• Emotional Well-being & Peer Support – safe spaces to talk and feel heard (Dostt & Eaze)
• Astrology & Guidance – instant access to trusted Astrologers via chat and voice (AstroLokal)
• Advisory Services – early bets in legal help, financial guidance, career counselling, and more

Under the hood, Lokal is a discovery and access platform: local-language internet + deep Bharat insight+ AI. When someone opens a product we’ve built, they don’t wade through clutter; they get a straight line to what they came for.

This is the story new teammates walk into:
a company that started as a whatsapp group, became a family of focused apps, and kept one belief at the centre — access changes lives.We ship fast. We learn fast. We build for Bharat.

We are backed by leading global and domestic investors including Y Combinator, Sony, Global Brain, India Quotient, and 3one4 Capital.

Role Overview :

We are seeking a highly knowledgeable and detail-oriented Customer Support Executive - L2 to join our Customer Support team. In this role, the Customer Support Executive - L2 will be responsible for driving accuracy, efficiency, and quality across all support processes, tools, and interactions. You will act as the go-to expert for resolving complex queries, improving workflows, and enhancing support delivery standards. This role involves close collaboration with support agents, quality analysts, training teams, and product stakeholders to ensure a seamless and impactful customer experience.

Key Responsibilities:

• Provide deep domain expertise and support to teams across content, operations, product, and training.
• Review, audit, and validate workflows, processes, or content to ensure relevance, accuracy, and alignment with industry standards.
• Collaborate with functional teams to map processes clearly and translate them into structured, easy-to-follow SOPs.
• Ensure timely resolution of L2 tickets within the defined Turn around Time (TAT) while maintaining high standards of quality in customer support delivery.
• Collaborate with product managers, content writers, and quality teams to ensure high standards.
• Conduct internal training and onboarding sessions for new team members in the domain.
• Stay updated with industry trends, tools, and compliance requirements.
• Identify gaps and proactively suggest improvements in existing content/process.

Requirements

• Demonstrated expertise as a L2 in customer support, with a track record of driving high-quality team delivery.
• Bachelor's/Master’s degree in a relevant field.
• Excellent communication and documentation skills.
• Strong analytical and research skills.
• Prior experience working with cross-functional teams is a plus (Sales , Operations , Product ,Quality Team)
• Attention to detail and a passion for knowledge accuracy.

Preferred Qualifications:

• Experience in creating SOPs and proficiency in using Office tools.
• Prior experience in managing teams.
• Exposure to startups or fast-paced environments.

Why Join Us?

We’re scaling fast with strong fundamentals, on a mission to empower millions through AI and access. At Lokal, you’ll take ownership from day one, build for real impact, and help redefine the roadmap of how Bharat connects to opportunities, knowledge, and experts.

Experience Level

Senior Level