Customer Support Executive

About the Role:

We’re looking for a proactive and customer-focused Customer Support Executive to join our growing team. You will be the first point of contact for our users, ensuring seamless communication across IVR, WhatsApp, RCS, email, and other digital channels. The ideal candidate has excellent communication skills, a problem-solving mindset, and the ability to work efficiently in a fast-paced, tech-enabled environment.

Key Responsibilities:

Customer Interaction & Support

• Handle incoming and outgoing customer calls through IVR systems with professionalism and empathy.
• Manage customer queries, complaints, and feedback via WhatsApp Business, RCS, chat, and email channels.
• Resolve customer issues promptly and escalate cases to the relevant team when necessary.
• Maintain high levels of customer satisfaction through prompt and accurate support.

Automation & Communication Tools Management

• Monitor and manage automated communication workflows (WhatsApp automation, RCS campaigns, IVR responses).
• Collaborate with the tech and product teams to improve response flows, reduce manual interventions, and enhance automation logic.
• Ensure message templates and responses align with brand tone and compliance requirements.

Reporting & Feedback

• Track customer support metrics (response time, resolution rate, CSAT scores, etc.).
• Provide daily/weekly reports and insights to improve user experience.
• Identify recurring issues and suggest process or product improvements.

Compliance & Quality

• Follow internal policies and data privacy protocols during all customer interactions.
• Maintain accurate and up-to-date records of all customer communications in CRM tools.
• Participate in regular training sessions to stay updated on product knowledge and communication standards.

Key Requirements:

• 1–3 years of experience in customer support, preferably in fintech, e-commerce, or telecom sectors.
• Excellent verbal and written communication skills (English & Hindi; regional languages are a plus).
• Familiarity with tools such as Freshdesk, Zendesk, Twilio, Interakt, or similar platforms.
• Ability to multitask, manage time efficiently, and remain calm under pressure.
• Strong understanding of customer behavior and empathy-driven communication.
• Preferred Skills:Experience handling IVR, WhatsApp Business API, and RCS campaigns.
• Basic knowledge of CRM tools and ticketing systems.
• Comfort with technology-driven communication processes and automation workflows.
• Why Join Us:Work in a fast-growing fintech environment redefining digital customer experience.
• Opportunity to learn automation-driven support operations.
• Collaborative culture focused on innovation, empathy, and growth.