Customer Support Executive (Bulk SMS / WhatsApp / Mobility Services)

Job Title: Customer Support Executive (Bulk SMS / WhatsApp / Mobility Services)

Location: Jaipur
Department: Customer Support / Client Servicing
Reporting To: Customer Support Manager / Operations Head
Experience Required: 1-3 Years in Bulk SMS / WhatsApp / Mobility Solutions
Employment Type: Full-Time

We’re on the lookout for a Customer Support Executive who knows the ins and outs of Bulk SMS, WhatsApp Business messaging, or similar mobility services.

This role is all about ensuring smooth communication between our platform and the client — whether it’s a delivery issue, sender ID setup, DLT query, or campaign tracking, you’ll be the go-to person making sure our clients feel supported and confident.

Key Responsibilities:

• Handle customer queries related to Bulk SMS, WhatsApp messaging, and mobility platforms via phone, email, and chat.
• Guide clients on product usage, technical issues, delivery reports (DLRs), and campaign performance.
• Coordinate with technical, sales, and delivery teams to ensure smooth execution of services.
• Provide onboarding support for new clients, including setup, KYC, and basic platform training.
• Monitor campaign health and resolve issues like message failures, template rejections, or API integration errors.
• Manage ticketing system, maintain logs, and ensure timely response/resolution based on SLA.
• Generate basic usage reports and help clients with MIS or billing-related queries.
• Escalate complex or unresolved issues to higher levels while ensuring follow-up until closure.
• Educate clients about new features, product updates, and best practices to drive better engagement.
• Maintain customer satisfaction and build long-term relationships with clients.

Key Skills & Requirements:

• Proven experience in customer support for telecom/VAS/Mobility Services such as Bulk SMS, WhatsApp Business API, or Voice/SMS Gateways.
• Strong knowledge of DLT, template approvals, sender IDs, message formats, etc.
• Basic understanding of APIs, CRMs, and campaign management dashboards.
• Excellent communication skills in English and Hindi (written and verbal).
• Problem-solving attitude and ability to work under pressure.
• Strong organizational and coordination skills.
• Ability to multitask, prioritize, and manage time effectively.
• Graduation in any discipline required.

Benefits:

• Opportunity to work in a fast-growing digital environment.
• Exposure to leading bulk communication technologies and enterprise clients.
• Professional development and upskilling support.
• Healthy work culture and collaborative team.

Job Types: Full-time, Permanent

Pay: ₹15,571.82 - ₹40,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Health insurance
• Internet reimbursement
• Life insurance
• Paid sick time
• Paid time off

Experience:

• 6 months: 1 year (Preferred)

Work Location: In person