Customer Support Executive (CSE)

Job Role : Customer Support Executive
Location: Surat

Experience: 1+ Year

Role Overview

We are looking for a Customer Support Executive (Chat) to join our team in Surat. You’ll be the first point of contact for our users, offering real-time assistance via chat (and email, if needed). This role is not just about resolving issues — it's about enhancing user experience, collaborating with product teams, and continuously improving support content and tools. You will also contribute to content creation and fine-tuning our AI chatbot for an even better support experience.

Key Responsibilities

• Provide real-time customer support via chat and email (voice support during initial
• onboarding).
• Understand and resolve user queries efficiently and empathetically.
• Maintain high support quality standards and quick response times.
• Guide users through onboarding, troubleshooting, and feature usage.
• Document recurring issues and help update internal knowledge base, FAQs, and
• canned replies.
• Analyze chat logs and user feedback to identify pain points and improve workflows.
• Collaborate closely with the technical and product teams to address issues and align
• updates with customer communication.
• Assist in updating and enhancing AI chatbot flows and correcting inaccurate
• responses.
• Contribute ideas to improve the overall customer experience and support processes.

Requirements

• Minimum 1 year of experience in customer support (chat, voice, or email).
• Strong written and verbal communication in English and Hindi.
• Willingness to start with voice support before moving fully into chat support.
• Basic understanding of SaaS platforms or accounting tools (training will be provided).
• Good writing skills for support materials like FAQs and help guides.
• Analytical thinking to assess support data and drive improvements.
• Must be based in Surat or willing to relocate.
• Interest in AI, automation, or chatbot technologies is Plus
• Familiarity with tools like Freshdesk, Intercom, Google Sheets, or similar.

Interested Candidates can share their CV on [email protected] or can contact on 9898042073

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person