Customer Support Executive

We’re Hiring! | Customer Support Executive

Location: Gurugram | Full-Time | On-Site

Join Kuberha.ai, an AI-powered SaaS platform revolutionising retail automation for kirana stores and large distributors. We offer intelligent solutions for billing, inventory, and cataloguing, helping our clients digitise and grow their business with ease.

We are looking for a Customer Support Manager with a strong background in either post sales customer handling role to join our growing team in Gurugram.

Experience: 2–5 years in SaaS, RetailTech, FMCG, Fintech or related industries.

CTC: Maximum 3.60 LPA

About the Role:

Customer Support Executive

Key Responsibilities:

• Respond promptly to customer queries via email, chat, and phone
• Understand customer issues, replicate problems, and provide accurate solutions
• Troubleshoot common technical issues related to our SaaS product
• Maintain a high level of professionalism and empathy in all interactions
• Create and maintain support documentation, FAQs, and internal guides
• Log and escalate critical issues to the product or engineering team
• Monitor ticket queues and ensure SLAs (response and resolution times) are met
• Follow up with customers to ensure their issues are fully resolved
• Capture and report common customer pain points or feature requests

Required Skills & Qualifications:

• Bachelor’s degree in any discipline
• 1–2 years of experience in a customer support role (SaaS/tech preferred)
• Excellent written and verbal English communication
• Proficient in using support tools (e.g., Freshdesk, Zendesk, Intercom)
• Basic technical troubleshooting ability (understanding of web apps, browsers, login/authentication issues)
• Strong customer-first attitude and interpersonal skills
• Ability to multitask, prioritise, and manage time effectively

Nice to Have:

• Exposure to CRM tools (e.g., HubSpot, Zoho)
• Experience supporting global customers across time zones
• Understanding of SaaS business model and customer lifecycle

How to Apply:

hr@kuberha.com

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