Customer Support Associate

About Scaler

Backed by Sequoia Capital India, Lightrock, and Tiger Global, Scaler is one of Asia’s leading

online tech-education firms valued at over $710 million that aim to solve the tech talent gap

worldwide through its market-leading products.

The founders of Scaler, Anshuman Singh and Abhimanyu Saxena, are IIIT Hyderabad alums

with leadership experience across Facebook (working directly with Mark Zuckerberg and

setting up the London Office) and NYC-based retail marketplace unicorn Fab.com. Anshuman

Singh has also represented Team India twice at the prestigious ACM ICPC World Finals. The

broader team is handpicked from leading firms such as Facebook, Google, Twitter, McKinsey,

BCG, Sequoia Capital, Bain Capital, and Hotstar

Roles and responsibilities:

● Resolve customer queries/complaints via a combination of Inbound/Outbound calls

● Establish warm and friendly rapport whilst interacting with customers by phone

● Solve a wide range of incoming complaints to achieve customer satisfaction

● Work closely with other stakeholders to resolve the queries/complaints in a timely manner

● Build rapport with customers through courteous and professional communications

● Share process improvement-related ideas

● Manage the Key productivity indicators (Productivity, AHT, CSAT, etc.)

Required skills:

● 2-3.5 years of experience in voice-based customer support industry

● Bachelor’s degree

● Excellence in both written and spoken English & Hindi (No MTI)

● Excellent problem-solving skills & ability to connect with customers effectively

● Passion for resolving problems & creating a world-class support experience for customers

● The ability to learn & implement feedback quickly

● Ability to work under pressure/fast-paced environment

● Experience with CRM tools (Salesforce, Zendesk, etc.)

● The person should be comfortable working from the office.

● Eagerness to work in shifts and at weekends.

Must-have mindsets and skillsets:

● Tolerance for ambiguity: which translates to a ‘get-it-done rather than wait-for-perfection’ approach

● Iterative problem-solving: which translates to structuring problems and iterating on creative/implementable solutions

● Bias to own, hustle, and deliver: which translates to proactively taking the lead with new initiatives, by default

● Obsession with process excellence, which translates to being independent and detailed with all inputs and outputs

● Caring and inspirational teammate: which translates to bringing the best out of every colleague, always :)

Why Scaler

● Empowering role: This role is very similar to running your startup in the space. High ownership environment.

● Distinctive team: Our team is an inspiration powerhouse built with the best of Facebook, Google, Twitter, McKinsey, BCG, Sequoia Capital, Bain Capital, and Hotstar, to name a few

● Unicorn trajectory: Unlike 99% of startups, we believe in sustainable growth. No wonder, we are profitable and on course to be a unicorn in the next 24-36 months

● Marquee investors: Our investors are marquee firms such as Sequoia Capital (Investors in Google, Apple, and Cisco) and Tiger Global (a major investor in Flipkart). We are also backed by the Singapore govt, along with other strategic angel investors

● Culture of a caring meritocracy with great perks: A caring meritocracy built by inspirational leaders; free food, health insurance, and an ultra-chic office space