Customer Support Executive

WHAT YOU'LL ACTUALLY DO

Handle inbound support on chat, email, and voice calls. The queries are predictable once you know the product. – Resolve CSV upload errors, API sync issues, TDS mismatches, report generation, plan activation – Handle 80%+ of tickets independently using our guides and SOPs – Triage the rest smartly — know when to escalate and to whom – Flag repeat issues and help plug knowledge gaps in our help center – Take inbound voice calls and walk users through fixes calmly in Einglish.

YOU'RE RIGHT FOR THIS IF

You enjoy actually solving problems — not just closing tickets – You can stay calm when a user types in ALL CAPS at 11pm during ITR season – You're comfortable in Hinglish — most users write in a mix of Hindi and English – You don't know crypto tax yet, but you'll learn it fast – You catch patterns — wrong FY selected, CSV opened in Excel before upload, duplicate integration.

A DAY IN THIS ROLE

Your shift is 9 hours. In that time you might handle a WazirX CSV that keeps failing because the user opened it in Excel. Walk someone through why their capital gains look inflated — missing cost basis from 2021. Explain to a first-time filer what Assessment Year means and why it's FY + 1. Take a voice call from someone panicking about a TDS notice. Triage a payment failure with a transaction reference. Flag the same question that came in 12 times this week so the team can update the help center. Not every day is dramatic. Most of it is pattern recognition and clear communication. The satisfaction is in the person at the end of the chat who says 'Samajh aa gaya, thank you.'

WORK STYLE

Mix of chat, email, and voice calls – Tool-assisted — Intercom, KoinX dashboard, SOPs – Structured 9-hour daily shift – Direct feedback loop to the product team

A NOTE FROM THE ORGANISATION

KoinX started in India. It's now live in 100 countries. We are a small team doing large-scale work — and we operate that way intentionally. Support is not a back-office function here. It's the closest anyone in the company gets to understanding what users actually struggle with. That makes it one of the most important roles we hire for. If you are based in Bhubaneswar, can handle a 9-hour shift, speak Hinglish comfortably, and have the patience to help someone who is stressed about a tax deadline — we would like to hear from you. 

IMPORTANT NOTE

This is an onsite Customer Support Agent role based in Bhubaneswar.

Shift Timings: 9:00 AM – 6:00 PM or 12:00 PM – 9:00 PM (9-hour shifts)

Work Week: 6 days

Duration : Min 6 months