Customer Support Executive (CSE)

Job Description

About the Role: We’re looking for a passionate and proactive Customer Support Executive to be the first line of communication with our users. You’ll be the voice of ReelSaga—resolving queries, educating users, and ensuring a seamless viewing experience across platforms. Key Responsibilities: Handle customer queries and complaints across all channels - chat, email, social media, and calls Resolve issues related to login, payments, streaming, app bugs, or content access Onboard new users and guide them through the app features, recommending shows and usage tips Follow up with users to ensure issues are resolved and gather feedback Engage with high-usage customers to understand their experience and drive satisfaction Convert free users into paid subscribers by offering suitable plans or discounts over call Retain existing users by offering loyalty-based incentives and maintaining engagement Escalate unresolved or critical issues to the tech or product teams Maintain daily logs and create reports on support queries, resolution time, and satisfaction scores Requirements: 1 - 2 years of experience in customer support (experience in OTT or consumer tech is a plus) Strong communication skills in English and Hindi (regional languages a bonus) Empathy, patience, and the ability to stay calm under pressure Basic understanding of how OTT platforms work (login, playback, subscriptions) Comfortable using WhatsApp Business, Google Sheets, and CRM tools Willingness to take user calls and handle sensitive feedback professionally Preferred Skills: Experience using tools like Freshdesk, Intercom, or Zendesk Interest in movies, shows, or the entertainment industry Ability to multitask and manage daily user interactions efficiently Why Join Us? At ReelSaga, you won’t just be resolving tickets - you’ll shape how users experience the platform. You’ll work closely with the product, marketing, and content teams to make a real impact. Job Type: Full-time Pay: ₹15,000.00 - ₹25,000.00 per month Benefits: Commuter assistance Flexible schedule Food provided Work from home Schedule: Day shift Monday to Friday Supplemental Pay: Overtime pay Performance bonus Yearly bonus Work Location: In person