Job
Description
About Fyle We are Fyle, a SaaS startup focused on business expense management with real-time card feed. We help companies of all sizes manage their expenses with a powerful platform that makes it easy to track, report, and reconcile expenses. Our goal is to help companies save time and money so they can focus on growing their businesses, but we can’t do that without you! We take our data seriously — but not ourselves. We’re a team that values curiosity, ownership, and the ability to present insights clearly (ideally with a good sense of humor). If that sounds like your vibe, we’d love to hear from you! Here are a few links that will give you a glimpse into what Fyle looks like: Here's our website that talks about the company and the problems we're solving for our customers: https://www.fylehq.com Here are a few blog posts by our team that tell their stories: https://stories.fylehq.com Here are some reviews left by our teammates on our Glassdoor page (currently at 4.9): https://www.glassdoor.co.in/Overview/Working-at-Fyle-EI_IE1723235.11,15.htm You can read more about our culture, benefits, manager user guides, etc., at https://careers.fylehq.com About the Role As a Customer Support Executive, you won’t just be answering queries—you’ll be solving real problems, collaborating cross-functionally, and ensuring our customers feel heard, valued, and supported. Your mission will be to manage customer conversations across tickets, chats and calls with care and precision, ensuring we’re not only meeting timelines but exceeding expectations. You’ll work closely with product and engineering teams to drive resolution, provide contextual insights, and act as the customer’s internal advocate. If you’re someone who thrives on variety, enjoys ownership, and believes in meaningful impact, this role is for you. Key Responsibilities Handle customer queries via support platforms (tickets, live chat and call) with clarity and empathy Troubleshoot and resolve issues within defined SLAs Collaborate with team members and other departments to ensure timely resolution Work closely with account management, onboarding product and engineering teams to unblock complex cases and ensure delivery on commitments Stay updated on product features to ensure customers receive the most accurate information Capture and report customer feedback from tickets, chat, NPS, or other channels Must Haves Minimum 2 to 4 years of experience in a customer-facing role Willing to work night shift Excellent written and verbal communication—especially email writing with a natural, free-hand tone Deep empathy for the customer with a mindset that prioritises their experience Process discipline: detail-oriented with 100% follow-through on action items and procedure Good To Haves Prior experience with tools like Zendesk, Freshdesk, Jira, Intercom, etc. Prior experience working with US-based customers for a SaaS product Previous experience in a remote-first or asynchronous work environment Previous experience in collaborating with Product & Engineering teams Caveats This is not a pure communication role. You will be responsible for the resolution, not just the response. Think of yourself as the customer’s internal champion. This role requires working in a rotational night shift aligned with US hours (mandatory) This role comes with a variety. Processes evolve, customer issues vary, and adaptability is key. If you prefer predictable, repetitive tasks, this role may not be the right fit. What our interview process looks like An interview is a two-way street — it’s your chance to assess Fyle and the team, just as we’re assessing you. Come prepared for every conversation: review the shared resources thoroughly and bring clear, focused questions for each person you speak with. Once your resume is vetted, you’ll hear back from us within 48 hours, regardless of the decision. If selected, you’ll receive a take-home assignment that helps us understand your problem-solving and communication skills. You’ll have 48 hours to complete and submit it. If your assignment meets our internal standards, then your initial discussion will be with Yitzhak from our People Success team, who will guide you throughout the interview process and offer assistance whenever needed. Next, you will interact with Tushar or Yash M, our Support team managers. They'll dive into your past support experience, situational awareness, interests, and the motivations that drive your best efforts. Then you'll talk to Bharadwaj Srinivasan (VP of CS). This is a more reflective conversation, diving into your interests, motivations, and long-term aspirations. Finally, you’ll speak with Siva, our CTO and Co-founder. Expect a lot of probing questions about how you would handle challenging situations. You should also use this opportunity to find out what it is like working at Fyle. Next, you'll need to provide 2 references from people you've worked with. It would be a huge plus if you could give your current or ex-managers references. If everything goes well, we will make the offer. Also, do include the number "42" in your note to indicate that you've managed to read this far :) Show more Show less
