Customer Support Executive

Key Responsibilities and DeliverablesThis role demands comprehensive ownership of the customer journey across multiple channels.

• Omnichannel Support Management: Efficiently manage, prioritize, and resolve incoming queries across platforms, including Freshdesk (Ticketing), Fresh chat(Live Chat), and WhatsApp, consistently meeting daily Service Level Agreements (SLAs).
• Technical Troubleshooting: Diagnose and provide precise, step-by-step solutions for technical issues related to the website builder, domain setup, hosting, and e-commerce functionalities. Utilize internal knowledge bases and resources effectively.
• Issue Ownership and Resolution: Maintain end-to-end ownership of all customer cases, ensuring proactive follow-up and verification until the user confirms the issue is 100% resolved.
• Cross-Functional Coordination: Act as the voice of the customer, liaising with Product, Engineering, and Tech teams to escalate critical bugs, report persistent pain points, and communicate user feedback for product enhancement.
• Quality Assurance: Ensure every interaction upholds the highest standard of professionalism and empathy, contributing directly to high Customer Satisfaction (CSAT) scores.

What We Expect: Profile & Skills

We require a blend of technical aptitude, emotional intelligence, and relentless drive.

• Communication Excellence: Strong, professional written and verbal command of English is mandatory. Proficiency in Hindi and/or Marathi is a distinct advantage, enabling support across key markets.
• SaaS and Web Platform Acumen: Eagerness to rapidly absorb technical details about SaaS architecture, website platforms, domain management, and small business digital needs.
• Mental Fortitude: Proven ability to multitask effectively, manage a high volume of tickets, and remain calm, logical, and composed while under pressure.
• Customer-First Initiative: A proactive attitude with meticulous attention to detail. You must anticipate user needs and take the initiative to turn frustrating experiences into positive resolutions.