Customer Support Specialist

About Company : Brick&Bolt is a managed marketplace providing construction services. We are category creators and front-runners in this space. We are solving one of the most complex business problems and creating an ecosystem of trust for the stakeholders - Customers, Construction professionals, and Material vendors. Construction has been a highly unorganized and severely tech-deficit industry globally. We are not just trying to organize but disrupt the industry completely using technology and processes - creating the playbook for the industry. ● Indian real estate is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85%+ construction still unorganized in India, Brick&Bolt is on a path to capture this massive and fragmented market using our technology and processes. ● We have presence in more than 12 cities. In Jan 2023, we raised Series A2 funding of $10 million from Accel and Celesta Capital, taking our cumulative fund raise to $16 million. Earlier Sequoia Surge, Fundamental, HDFC Capital Advisors Limited and Stride Ventures have invested in Brick&Bolt. Designation: Associate / Senior Associate - Customer Escalations About the Role: We are looking for an experienced Customer Escalations Associate / Senior Associate to join our support team, ensuring effective resolution of tickets and feedback / VOC collection. The ideal candidate will have excellent communication skills, an obsession for customer satisfaction, and proven experience in resolving L3 / CEO escalations across Voice and Email. Responsibilities: ● Timely and effective resolution of customer queries, complaints, and escalations. ● Key performance indicators (KPIs) include customer satisfaction (C-SAT), first response time (FRT), resolution time (Q2R). ● Full ownership of the assigned cases and not rest until the issue has been resolved to customer’s satisfaction. ● Collaborate with dependency teams (both internal and external) and confidently interact with management / leadership. ● Write detailed reports (with executive summary) on escalations / customer feedback to leadership / management. ● Adhere to the SOPs and compliance requirements, exercising sound judgment to navigate obstacles independently. ● Act as a voice of the customer and provide insightful feedback to internal teams on improvements areas. Ideal Candidate: ● Champion of customer-centricity and empathy, demonstrating unwavering drive for resolving customer issues. ● 2+ years of experience in customer support at a leading B2C organization. ● 1+ years of experience in L3 / CEO / Social Media escalations role. ● Excellent communication skills with fluency in English, Hindi and Kannada (fluency in Tamil or Telugu is a bonus). ● Bachelor’s degree in any field. ● Working knowledge of MS Excel / Google Sheets preferred. ● Hands-on experience with ticketing tools (e.g., Freshdesk). ● Proven track record of containing and resolving highly complex escalations. Show more Show less