Customer Service Executive

Job Description

Job Title: Senior Customer Support Executive / Customer Support Representative Location: Gurugram (Work from Office) Department: Customer Support Work Schedule: Monday to Saturday (Saturday - WFH), Sunday - Off About BhaiFi Networks Pvt. Ltd.: BhaiFi Networks Private Limited is a leading provider of AI-powered cybersecurity solutions, designed to safeguard businesses, especially small and medium-sized enterprises (SMEs), against evolving digital threats. Founded in 2017, our mission is to democratize cybersecurity by making enterprise-grade protection accessible and easy to use for businesses of all sizes, even those with lean or non-technical teams. We offer two flagship products: BhaiFi – AI-Powered Guest WiFi: https://bhaifi.ai FirewallX – An AI-First Network Security and Management Platform: https://firewallx.ai With powerful features like advanced firewall protection, intrusion detection, secure VPN, and real-time threat intelligence, we proudly support leading brands in securing their networks effortlessly. We’re a lean, high-impact team redefining how modern cybersecurity is built. If you’re excited to make a meaningful impact in a fast-growing startup, this is the perfect time to join BhaiFi. Role Overview: We are seeking 2 enthusiastic and empathetic Customer Support Executives to be the voice of BhaiFi for our clients. This role requires excellent communication skills, a calm demeanor, and a basic technical understanding to handle real-time support issues. You’ll be the first point of contact for our customers—responsible for resolving queries, addressing escalations, and ensuring a smooth onboarding and service experience. Key Responsibilities: Respond to customer queries via calls and emails with empathy and professionalism. Provide timely and effective solutions, ensuring a positive customer experience. Handle onboarding of new customers and walk them through product usage. Address and resolve escalated issues, coordinating with internal tech teams as required. Use CRM and support tools to log, track, and manage queries and interactions. Proactively collect and report customer feedback to drive service improvements. Retain clients through clear communication and a strong problem-solving approach. Build long-term relationships with clients by anticipating and addressing their needs. Qualifications: 1–2 years of experience in customer support, client servicing, or technical support roles (preferred). Excellent verbal and written communication skills in English. Empathy, patience, and a customer-first attitude are a must. Familiarity with CRM systems or customer support tools. A basic technical understanding or background in networking or cybersecurity is a plus. Why Join Us? Work in a high-growth startup environment Collaborate with a passionate and mission-driven team Make a tangible impact by supporting real businesses across India Learn and grow alongside cutting-edge technology in the cybersecurity space Show more Show less