Chat Support Executive

Job Title:- Senior Customer Support Executive – Premium Chat Support - 6 Days WFO
Customer Experience (CX) – Premium Support Team

Eligibility Criteria:

• 2–4 years of experience in customer support, preferably in banking, fintech, or e-commerce
• Prior exposure to chat-based support, premium customer handling, or escalation resolution
• Strong knowledge of payment flows, refund processes, and banking compliance (UPI, net banking, chargebacks)
• Excellent English communication – both written and verbal
• Familiarity with tools Microsoft Excel & Formulas (Must Have) , and either of these - Freshchat, Zendesk, Salesforce, Intercom, etc.
• Strong sense of ownership, composure under pressure, and a problem-solving mindset

Role Overview:

• We are looking for a high-performing and customer-obsessed support executive to join our Premium Escalation Support team. This role is ideal for someone experienced in handling live chat, high-value customers, and their critical queries (failed transactions, refunds, chargebacks, order’s Journey etc.).
• You will take end-to-end ownership of Level 2 & 3 Chat escalations, deliver timely resolutions via live channels, and contribute to improving customer experience by providing root-cause insights and SOP refinements. The role requires empathy, speed, accuracy, and a professional tone at all times.

Job Type: Full-time

Pay: ₹500,000.00 - ₹700,000.00 per year

Expected Start Date: 28/09/2025