Customer Support Executive (SaaS Application)

Job Description

Job Summary: We are looking for a proactive and customer-focused individual to handle support calls, emails, and chats for our SaaS-based application. The ideal candidate will have excellent English communication skills, a background in customer service, and a basic understanding of support tools like Freshdesk and Freshchat. Key Responsibilities: Respond to customer queries via phone, email, and live chat in a timely and professional manner Understand product functionality and resolve basic to intermediate customer issues Log tickets and track issues using Freshdesk (or similar tools) Escalate unresolved queries to the appropriate internal teams Maintain high levels of customer satisfaction and build positive relationships Follow up with users to ensure issues are resolved Requirements: 1 to 2 years of experience in customer support or a similar role Excellent written and verbal communication skills in English Familiarity with SaaS products and customer support processes Working knowledge of Freshdesk, Freshchat, or similar platforms is a plus Bachelor’s degree in any discipline Based in Kerala, India Willingness to work in shifts covering US, UK, and Indian time zones Ability to join immediately or within a short notice period What We Offer: Competitive salary up to ₹2.5 LPA Opportunity to grow with a fast-paced SaaS company Friendly, remote-friendly work culture (if applicable) Show more Show less