Customer Solutions Specialist

The Tagalys Story

Tagalys is a visual merchandising platform for fashion and lifestyle eCommerce brands, working with global names like Fila, Crocs, and Lovisa, driven by a tight-knit team that values ownership, transparency, and balance. As a bootstrapped company with a global presence, the culture rewards initiative and collaboration while providing space to grow with meaningful, people-first practices.

What you’ll drive

This Customer Solutions Specialist role focuses on solving real customer problems across tickets, chat, and calls while improving the support funnel end-to-end, not just closing issues.

The ideal teammate is diligent, independent in learning, calm under pressure, and motivated by long-term outcomes over titles or quick wins, contributing to both immediate resolutions and systemic fixes.

You’ll work closely with our Customer Experience Head - APAC (Hi, I’m Nive 👋), with plenty of space to learn, ask questions, and share your ideas.

How we’ll know it’s working

• Issues are resolved accurately and quickly with minimal reliance on other teams, while patterns are identified and shared to prevent repeats.
• Documentation and knowledge base content steadily improve, reducing inbound volumes and boosting customer self-service.
• Collaboration with product and engineering closes the loop from insight to fix, elevating the overall customer experience and funnel efficiency.

Your day-to-day

• Manage tickets end-to-end, delivering accurate, empathetic resolutions with limited intervention from account owners or engineering.
• Own chat support windows with high standards of speed, clarity, and tone, ensuring consistency across channels.
• Conduct support-related calls and integration calls, then drive smooth handoffs from integration to onboarding.
• Analyze ticket trends, share actionable feedback with product and engineering, and advocate for changes that remove recurring friction.
• Create and maintain process documents and internal runbooks for efficient, repeatable ticket handling.
• Write and update customer-facing knowledge base articles to enable self-help and reduce dependency on live support.

What makes you a fit

• Diligence and follow-through; completes loops from identification to resolution to prevention.
• Comfort with ambiguity and pace; ability to learn independently without expecting fully packaged resources.
• Big-picture orientation; prefers sustainable fixes over quick wins or narrow role boundaries.
• Low ego about titles; values impact, process improvement, and team outcomes over labels.
• Empathy and calm; communicates clearly and respectfully even in challenging moments.
• Decent technical comprehension; grasps basic concepts and can translate them into customer-friendly language.

What you bring

• 2+ years in a customer support role with prior B2B SaaS experience as a must-have.
• Strong verbal and written communication, problem-solving, and task prioritization skills.Familiarity with tools like HubSpot and Notion is a plus; proficiency with Excel/Google Sheets and Slides is expected.

Location, pay, and perks

• Location: Bangalore or Chennai, India.
• Compensation: ₹7–10 LPA, depending on experience.

Why you’ll love working here

• Competitive salary, comprehensive insurance for dependents, generous paid time off, and interest-free loans for support when needed.
• A culture that values ownership and innovation with growth-oriented teammates and clear pathways to develop skills.
• Practical, people-first perks including Zomato Pro Meal Plan in-office, menstrual leave, ESOPs on request after you complete a year, and fitness challenges.

Ready to apply?

Share a resume and a short note on a tricky customer issue resolved, the root cause identified, and the process or documentation improved because of it.

Links to any help center articles, runbooks, or process docs authored are especially helpful for understanding approach and craft.