Customer Support Executive

Job Title: Executive Customer Support

Location: Ahmedabad

Employment Type: Full-Time

Experience Level: 14 Years

Reporting To: Lead Lead Client Excellence

Salary Range: As per company norms, the salary range varies based on experience and role fit.

About Us

We are a fast-growing B2B Procurement SaaS company, transforming how enterprises manage sourcing and spending. As we scale, we are strengthening our Customer Support team with experienced professionals who can deliver exceptional customer experience, drive adoption, and act as a bridge between customers and internal teams.

Role Overview

As a Senior Executive Customer Support, you will be responsible for resolving customer queries, driving platform adoption, managing escalations, and supporting internal teams. You will engage proactively with clients, ensure usage consistency, and contribute to process improvements.

Key Responsibilities:

Customer Support & Communication:

• Handle customer queries via email, phone, and chat with speed, accuracy, and professionalism.
• Manage escalated cases and provide timely resolutions.
• Ensure high customer satisfaction by delivering a smooth support experience.
• Guide junior support executives whenever required.
• Issue Resolution & Troubleshooting
• Resolve platform-related issues with a strong understanding of workflows and integrations.
• Document and track cases efficiently in CRM tools such as Zoho or Zendesk.
• Identify recurring issues and recommend improvements to enhance platform stability.
• Proactively identify drops in usage, investigate root causes, and fix issues before they are escalated to management.

Client Engagement & Usage Monitoring:

• Track client usage and work proactively to increase platform adoption.
• Support and conduct auction events (where applicable).
• Ensure key customers receive timely and effective assistance.
• Plan strategies to increase platform adoption by conducting regular, proactive training sessions for users.
• Regularly analyze usage data for assigned clients to identify trends, gaps, or improvement opportunities.
• Collaboration with Product, Tech & Internal Teams
• Share structured client feedback with product and tech teams for ongoing product improvements.
• Work closely with technical teams to resolve complex issues and support enhancements.
• Participate in UAT (User Acceptance Testing) for new features or releases.
• Collaborate with the support team to create training videos, user manuals, and documentation for new feature enhancements or developments.
• Connect proactively with the Lead – Client Excellence for any support needed in serving clients and to discuss ground-level pain points.

Reporting & Documentation:

• Prepare weekly/monthly reports on support trends, recurring issues, customer feedback, and usage patterns.
• Maintain and update knowledge base articles, FAQs, and training materials.

Training & Development:

• Continuously enhance product and domain knowledge.
• Train and assist junior executives or new joiners when required.

Who Can Apply?

• Professionals with 1–4 years of experience in customer support, preferably in SaaS or technology environments.
• Individuals with strong problem-solving skills and a customer-first approach.
• Candidates experienced with CRM/helpdesk tools.

Skills We’re Looking For

Must-Have

• Strong verbal and written communication skills.
• Experience in handling customer queries and escalations.
• Ability to analyze usage data and identify improvement areas.
• Good problem-solving and troubleshooting skills.
• Proficiency in MS Office (Excel, Word, PPT).
• Experience with tools like Zoho Desk, Zendesk, Freshdesk, etc.

Good to Have

• Understanding of SaaS workflows, procurement processes, or B2B systems.
• Ability to work cross-functionally with product and technical teams.
• Experience supporting enterprise clients.

What You’ll Gain

• Exposure to leading SaaS practices, client-facing communication, and product improvement cycles.
• A collaborative environment focused on learning and continuous improvement.