Customer Support Associate

Customer Support Associate – SupportTeam Department: Customer Experience (CX) Location: Bangalore, HSR Employment Type: Full-time About the Role: We are looking for passionate and customer-focused Customer Support Associates to join our dynamic CX team. The ideal candidate will be committed to delivering exceptional support experiences, managing high volumes of customer interactions efficiently, and maintaining a positive, solution-oriented attitude. This role requires flexibility to work in split shifts and thrive in a fast-paced environment. About Sugar.fit Founded in 2021,sugar.fit provides a “Personalized evidence-based path to Type 2 andPreDiabetes Reversal & management”. sugar.fit leverages a precision health platform combining CGM sensors, Machine Learning, and Medical Science to improve human metabolic health and reverse chronic disease through precision nutrition, progressive fitness, and behavioral health advice. We are backed by Cure.fit, Tanglin Venture Partners, Endiya Partners and Mass Mutual Ventures with $11M in Series A funding. We are eager to leverage the power of technology to help people live everyday lives. We are looking for true-blue product folks who are passionate about solving problems using technology and are eager to work in an early-stage start-up to join our team. If you are passionate about and have experience building platform products in the domains of health, fitness, mobile, and data, we would love to talk to you. Our current headcount is 250 employees, and we are expanding rapidly across different cities of India and we are looking for experienced Customer Support / Relationship Manager role to join our team. Key Responsibilities: ● Handle customer queries and concerns across phone, email, and chat channels promptly and professionally. ● Manage and resolve up to 50+ tickets daily, ensuring accuracy and empathy in every interaction. ● Conduct inbound and outbound calls to assist customers with their product or service-related needs. ● Address customer complaints effectively and escalate issues to internal teams when necessary. ● Understand customer needs, provide suitable solutions, and ensure customer satisfaction. ● Maintain detailed and accurate records of all customer interactions in the CRM (preferably Kapture). ● Collaborate with team members and managers to improve processes and enhance overall customer experience. ● Work in split shifts to ensure continuous customer coverage and timely issue resolution. Requirements: ● Proven experience in customer support or service operations, preferably in a high-volume environment. ● Excellent communication, interpersonal, and problem-solving skills. ● Ability to stay calm, patient, and empathetic under pressure. ● Proficiency with CRM tools and ticketing systems (Kapture knowledge preferred). ● Flexibility to work in split shifts and adapt to changing business needs. ● Self-motivated, target-oriented, and committed to long-term growth within the organization. Why Join Us: ● Be part of a passionate team that’s redefining customer experience. ● Gain exposure to fast-paced operations and real-time problem-solving. ● Growth-focused environment with opportunities to upskill and advance. ● Supportive culture that values ownership, collaboration, and performance