754 Freshdesk Jobs - Page 15

Job Title: Technical Support Specialist Location: Kalyani Nagar, Pune Type: Full-time Reports To: Technology & Support Lead / CTO About the Company: Globestar Edutech Pvt Ltd is a rapidly growing education services organization with a strong presence across India and Southeast Asia. Our three key verticals include: Globestar Career Counseling (GCC): A premium college counseling service supporting over 2,500 students annually in securing admissions to top global universities. Globestar Consulting Services (GCS): Strategic consulting for schools in market entry, enrollment growth, curriculum design, and faculty development. ULIO: A next-gen digital platform offering students career guidance, SAT/ACT test prep, mentorship, skill-building courses, and peer community engagement. Job Summary: We are seeking a proactive and detail-oriented Technical Support Specialist to support both platform users and internal teams. This role combines customer tech support, internal IT device management, email account setup, payment verification support, and technical offboarding assistance. Key Responsibilities: Platform & User Support Respond to user queries through email, chat, or ticketing systems. Troubleshoot issues related to platform access, performance, and device compatibility. Escalate product or system bugs to the development team with clear documentation. Maintain support logs and helpdesk resources (FAQs, guides, walkthroughs). Internal IT Support & Asset Management Set up and manage laptops and software for new employees. Monitor and resolve hardware/software issues on employee devices (Windows/macOS). Maintain asset records (laptop, charger, devices, license keys, etc.). Onboarding & Offboarding Tech Support Create and configure official email accounts for new team members (Google Workspace/Outlook). Manage employee exit checklists including laptop handover, system access removal, data backup, and formatting. Ensure security protocols are followed during offboarding. Finance & Admin Support Coordinate with Admin and Finance teams to track and verify student or client payment records. Assist in updating CRM and internal databases with payment confirmations. Required Skills & Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field preferred. 1–3 years of experience in a tech support/helpdesk/IT support role. Familiarity with setting up email accounts and managing access across tools like Google Workspace or Microsoft 365. Strong troubleshooting skills for hardware and software issues. Ability to document issues clearly and follow through on resolutions. Preferred Skills: Experience with support tools like Freshdesk, Jira, Anydesk or Zendesk. Understanding of SaaS platforms and basic web technologies (HTML, browser console, etc.). Knowledge of secure offboarding and IT asset lifecycle. Strong communication and organizational skills. Familiarity with educational platforms or EdTech systems is a plus.

Formonex Solutions is looking for a proactive and empathetic Counselor to guide and support students and professionals exploring career growth through our Training and Development programs . The ideal candidate will act as the bridge between aspirants and our learning solutions in areas like Digital Marketing, Web/App Development, Data Analytics, and Data Science. You will be responsible for understanding individual learning needs, recommending suitable courses, and ensuring a smooth onboarding experience. Key Responsibilities: Counsel potential students and working professionals about relevant training programs Understand their career goals and recommend personalized learning paths Handle inbound and outbound queries via phone, email, and in-person (or video) Maintain and update records in CRM or lead management systems Follow up on inquiries and ensure maximum conversion of leads to enrollments Coordinate with the academic/training team for program details and customization Guide learners through the enrollment process and provide pre/post-admission support Track learner satisfaction and address early concerns proactively Required Skills & Qualifications: 0–3 years of experience in counselling, academic advising, or student support Strong communication skills in English and Hindi Bonus if proficient in South Indian languages : Kannada, Telugu, Tamil, Malayalam, Marathi Excellent interpersonal, listening, and problem-solving abilities Comfort with basic tools like MS Office, Google Workspace, CRM systems Passionate about education, learning, and personal development Nice to Have: Experience in EdTech, skill development, or training institutes Knowledge of the latest career trends in IT, Marketing, and Analytics domains Exposure to sales or lead management systems like Zoho, Freshdesk, etc. Why Join Formonex Solutions? Be part of a purpose-driven team creating career growth opportunities Work with passionate trainers and industry mentors Friendly and collaborative work culture Performance-based growth and recognition If you enjoy mentoring and helping others find their direction, this is your opportunity to grow with one of the most learner-focused teams in the industry. Apply now! Job Type: Full-time Benefits: Provident Fund Schedule: Day shift Supplemental Pay: Yearly bonus Ability to commute/relocate: Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred) Education: Bachelor's (Preferred) Experience: Academic counseling: 3 years (Preferred) Work Location: In person

About Exotel Exotel is one of Asia’s largest customer engagement platforms, powering 70+ million conversations every day for more than 7000 businesses across industries. Our vision is to simplify customer communication and help businesses create smarter, meaningful interactions. We’re growing fast, and we’re looking for passionate, customer-focused leaders to help us scale our support operations to the next level. Role Overview We are looking for a Support Manager who will be responsible for leading the customer support team, driving operational excellence, and delivering a consistently high-quality support experience. The ideal candidate will combine deep customer empathy with strong leadership and process management skills to ensure customer satisfaction and retention. Key Responsibilities Team Leadership & Management Lead and mentor a team of Support Engineers and Executives across levels. Ensure optimal staffing and scheduling to meet SLA commitments. Foster a customer-first, ownership-driven culture in the team. Customer Experience, Retention & Escalation Handling Own and manage escalations, ensuring timely and effective resolution to prevent churn. Monitor support KPIs (CSAT, FCR, Response Time, Resolution Time) and take proactive steps to improve them. Drive retention through empathetic communication and proactive engagement with customers facing repeated or unresolved issues. Be the voice of the customer and work cross-functionally with Tech Support, Product, and CX teams to ensure seamless problem resolution with minimal disruption. Ensure customers are continuously updated and reassured during delays or technical issues, reducing anxiety and increasing loyalty. Process Improvement Define, document, and continuously improve support workflows, SOPs, and knowledge base content. Identify systemic issues through data analysis and drive initiatives to eliminate root causes. Work closely with Product & Engineering teams to flag bugs, feature requests, and areas for improvement. Training & Development Identify skill gaps and run ongoing training and coaching sessions for the support team. Empower team members with tools, feedback, and career growth opportunities. Reporting & Communication Regularly report team performance, customer insights, and improvement plans to senior leadership. Ensure transparency and timely updates to internal stakeholders and customers. Requirements 4–6 years of experience in Customer Support, with at least 2 years in a managerial role. Experience in SaaS/Telecom/Cloud platforms is preferred. Strong understanding of support tools like Salesforce, Freshdesk, and Zoho. Excellent problem-solving skills, with the ability to think critically and strategically. Strong written and verbal communication skills. Customer-centric mindset with a sense of urgency and empathy. Experience working in fast-paced, high-growth environments.

Customer Support Executive – Position Summary: We are seeking a dedicated and customer-focused Customer Support Executive to join our team. In this role, you will be the first point of contact for our customers, providing timely and effective support across various communication channels including phone, email, and chat. You will play a critical role in ensuring customer satisfaction by resolving queries, addressing complaints, and offering product or service guidance. Key Responsibilities: Respond to customer inquiries promptly and professionally. Provide accurate information regarding products, services, and policies. Resolve customer complaints and issues efficiently, ensuring a positive customer experience. Record and track customer interactions and feedback using CRM tools. Collaborate with internal teams to escalate and resolve complex issues. Maintain a deep understanding of company products and services. Follow communication procedures and guidelines to uphold quality standards. Qualifications & Skills: Bachelor’s degree or equivalent preferred. Excellent verbal and written communication skills. Strong problem-solving and interpersonal abilities. Ability to remain calm and courteous under pressure. Experience with customer service software (e.g., Zendesk, Freshdesk) is a plus. Willingness to work in shifts if required. Why Join Us? Opportunity to be part of a dynamic and customer-driven team. Career growth and development prospects. A positive and inclusive work environment.

We are looking for a dedicated and experienced Assistant Manager US Customer Support to lead and support our customer service operations focused on our US clientele. The ideal candidate should have a background in handling international customers, strong problem-solving skills, and experience in leading a team to deliver an exceptional customer experience. Key Responsibilities: Supervise day-to-day operations of the US customer support team. Ensure timely and effective resolution of customer inquiries via email, chat, and phone. Act as the point of escalation for critical or complex customer issues. Monitor team performance through KPIs and service metrics (AHT, CSAT, FCR, etc.). Coordinate with cross-functional teams (product, tech, QA, sales) to resolve customer queries and enhance satisfaction. Conduct regular team training, quality audits, and performance reviews. Ensure documentation, SOPs, and helpdesk resources are up to date. Provide daily/weekly/monthly reports on team performance and customer feedback. Collaborate with US-based stakeholders and internal leadership for strategic initiatives. Required Skills & Qualifications: Bachelors degree in any discipline (preferred: Business Administration, IT, or related field). 46 years of total experience, with at least 12 years in a supervisory/lead role in international (US) customer support. Excellent written and verbal English communication skills. Strong problem-solving ability and customer-first mindset. Hands-on experience with CRM/helpdesk tools (e.g., Zendesk, Freshdesk, Jira, Salesforce). Ability to manage and mentor a team effectively. Comfortable working night shifts aligned with US time zones. Nice to Have: Experience in FinTech, SaaS, or enterprise software domain. Knowledge of escalation management, SLAs, and workflow automation. Exposure to tools like Confluence, Google Suite, MS Office.

About Us: We are a fast-growing shipping and logistics automation platform for online businesses of all sizes (eCommerce sellers, SMEs, D2C Online Brands), helping them manage their order fulfilment process. Our benefits include cost savings, improved customer service, and streamlined operations. We take ownership of shipping and logistics for our customers, so they can focus on their core business. Responsibilities :- Deliver high-quality technical support to end-users by efficiently handling and resolving client complaints. Accurately document all issues, queries, and concerns raised by clients, especially sellers. Ensure timely and effective resolution of customer complaints to drive satisfaction and maintain client relationships. Communicate with clients to provide accurate information related to products, services, and processes. Diagnose, debug, and identify reported issues, escalating critical cases based on defined priority levels and client SLAs. Conduct deep dives into reported issues and deliver comprehensive Root Cause Analyses (RCA). Guide clients through troubleshooting steps and corrective actions to resolve issues efficiently. Identify recurring problems and suggest improvements to internal systems or panels for better performance and user experience. Gather and assess all relevant information to resolve product- or service-related inquiries accurately. Route unresolved issues to appropriate internal teams and follow up until closure. Collaborate and coordinate with internal departments such as development, QA, and operations for issue resolution. Effectively prioritize and manage multiple open cases, ensuring timely follow-ups and updates. Requirements :- Any graduate with a strong technical aptitude. Minimum of 2 years in technical support or application support roles, preferably in client facing environments. Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders. Proficient in Python, with the ability to quickly write and modify scripts for debugging or automation. Strong working knowledge of MySQL, MongoDB, and DynamoDB for data validation and troubleshooting. Experience with RabbitMQ and Kafka for understanding and debugging event-driven workflows. • Good understanding of AWS cloud services relevant to application support and monitoring. Tools & Platforms :- Hands-on experience with ticketing systems like JIRA or Freshdesk. Familiarity with API testing tools such as Postman for request-response analysis. Ability to monitor and interpret system logs to identify and address issues proactively. Strong analytical and logical thinking to investigate, replicate, and resolve client-reported issues. Capability to prioritize and manage multiple open cases in a fast-paced, dynamic environment. Exposure to E-commerce or logistics platforms and an understanding of associated workflows and operational processes.

We are seeking a detail-oriented IT MIS Executive to manage and oversee all SaaS and cloud application subscriptions, billing, renewals, and admin roles. The role involves vendor coordination, invoice tracking, PO processing, and ensuring timely payments while maintaining complete audit readiness and documentation. Key Responsibilities: • Maintain and update a centralized MIS for all IT applications and infrastructure. • Track subscription lifecycle: new requests, renewals, expirations, cancellations. • Coordinate with vendors for quotations, invoices, service support, and compliance documents. • Work with internal audit and finance teams for PO requests, approvals, and timely payments. • Ensure secure documentation of admin roles, credentials, and billing contacts. • Monitor usage and optimize cost across SaaS and cloud platforms. • Prepare monthly and quarterly IT cost reports and renewal schedules. • Ensure audit trail documentation is complete and accessible for review. • Escalate delays or support issues to vendors or management when required. Required Skills: • Proven experience managing SaaS/cloud applications and IT MIS. • Strong knowledge of billing cycles, PO/invoice processes, and vendor coordination. • Excellent Excel/Google Sheets skills for MIS management. • Familiarity with tools like AWS, G Suite, Zoho, Microsoft 365, etc. • Good communication and follow-up skills with internal teams and vendors. • Strong documentation and audit readiness mindset. Preferred Qualifications: • Bachelors degree in IT, Computer Science, or related field. • 2+ years in a similar IT MIS/Billing/Procurement coordination role. • Experience using procurement tools or ERPs (e.g., Freshdesk, Freshchat, Zoho and other cloud platforms).

Skill required: User-Generated Content Moderation - Content Moderation Designation: Trust & Safety Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accentures well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. Call Centre Experience:2-3 years of customer support experience via phone, email, and chat Experience working with direct consumers, in B2C environment; B2B is a distinct advantage Strong communication skills with a proactive and positive approach to tasks High attention to details and follow through An effective team player who is able to also work independently Proven ability to deal with problems and solve them effectively Professional customer service skills:solutions mindset, helping nature, passion for the customer and the customer experience Robust multitasking skills (e.g. able to log calls and interact with the customer simultaneously) Online advertising experience is a huge plus and preferredJob Summary :As a Chat Support Agent, you will be responsible for providing high-quality, real-time customer service via chat. You will address customer queries, resolve issues, and provide necessary information to ensure customer satisfaction. The ideal candidate will have excellent communication skills, a strong problem-solving ability, and the capability to handle multiple chat conversations efficiently. What are we looking for Key Responsibilities:1.Customer Interaction:oProvide support to customers via live chat on various platforms.oRespond to customer inquiries in a professional and timely manner.oAssist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns.2.Issue Resolution:oIdentify and resolve customer issues and complaints effectively.oEscalate unresolved issues to higher-level support teams when necessary.oMaintain a calm, positive, and helpful attitude with all customer interactions.3.Product and Service Knowledge:oStay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information.oProvide clear and concise explanations to customers regarding products, services, or policies.4.Chat Handling:oManage multiple customer chats simultaneously while maintaining a high level of customer service.oEnsure that chat responses are efficient, clear, and accurate.oMeet performance metrics for response time, resolution time, and customer satisfaction.5.Documentation:oDocument customer interactions accurately in the system.oLog all inquiries, complaints, and solutions provided for future reference. Roles and Responsibilities: Maintain detailed records of customer issues and feedback for quality and training purposes.6.Collaboration:oWork closely with other team members and departments to ensure seamless service delivery.oShare feedback, best practices, and insights with the team leader to improve overall team performance.7.Quality Assurance:oMaintain high levels of professionalism and ensure that all interactions align with company standards and policies.oParticipate in regular training sessions to improve skills and knowledge.Skills and Qualifications:Skills required Communication SkillsCriteria:Written communication proficiency Filter Parameters:Grammar and clarity in writing:Candidates will undergo a written test to assess their ability to respond to mock customer queries. Tone and empathy:The ability to deliver customer-friendly, empathetic responses Technical Knowledge (Preferred- not mandatory)Criteria:Understanding of online payment systems and CRM tools Filter Parameters:Familiarity with payment systems:Basic knowledge of payment gateways, billing processes, and common financial queries.CRM and chat support software:Proficiency in customer management tools (e.g., Zendesk, Freshdesk). Strong Critical thinking and Problem-Solving AbilityCriteria:Ability to handle complex customer queries Filter Parameters:Problem-solving test:Candidates will be given hypothetical chat scenarios involving complex payment inquiries.Handling escalations:Experience in resolving escalated or sensitive issues. Performance Under demanding situationsCriteria:Ability to manage multiple chats/ difficult calls and meet KPIs Filter Parameters:Simultaneous chat handling:Experience managing multiple chats in a high-volume environment.KPI performance:Past performance metrics (response time, resolution rate, customer satisfaction scores). Customer-Centric MindsetCriteria:Empathy and focus on customer satisfaction Filter Parameters:Test scenario:How well the candidate prioritizes customer experience in their chat test responses 6 Adaptability and LearningCriteria:Willingness to learn and adapt Qualification Any Graduation

Help Desk Lead (T2) We are seeking a Help Desk Lead to provide first-line IT support to users by troubleshooting technical issues, responding to service requests, and maintaining IT systems. The ideal candidate has excellent problem-solving skills, strong technical knowledge, and a customer-first approach. Responsibilities Provide technical support via phone, email, chat, or in person. Troubleshoot hardware, software, and network issues Install, configure, and update operating systems & applications Maintain user accounts and permissions in Active Directory Assist with password resets, email issues, and printer troubleshooting Document issues, solutions, and IT processes in a ticketing system (ServiceNow, JIRA, Zendesk, etc.) Guide users on best IT practices and security policies Escalate complex issues to higher-level support teams Assist with hardware setup, device imaging, and asset management Perform basic network troubleshooting (Wi-Fi, VPN, IP configurations) Knowledge of security best practices Strong ITSM knowledge, project management skills EducationAssociate or Bachelor degree in IT, Computer Science, or related field (or equivalent experience)Experience5+ years in IT support, with leadership experience Certification CompTIA A+, CompTIA Network Technical Skills: Windows, macOS, Linux troubleshooting Microsoft 365, Google Workspace, Outlook, Teams Active Directory, password resets, account management Networking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP) Ticketing systems (ServiceNow, JIRA, Freshdesk, Zendesk) Remote support tools (TeamViewer, AnyDesk, Remote Desktop) Soft Skills: Strong verbal communication and customer service skills Ability to multi-task and prioritize tickets Ability to own tickets from creation to resolution Ability to lead and mentor other team members Analytical and problem-solving mindset Teamoriented and eager to learn Nice To Have: Certification(s) HDI Desktop Support Technician, ITIL v4, AWS CLF-CO1, AWS CLF-CO2, AZ-104 Mandatory Skills CompTIA A, CompTIA Network Windows, macOS, Linux troubleshooting Microsoft 365, Google Workspace, Outlook, Teams Active Directory, password resets, account management Networking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)

Help Desk Lead We are seeking a Help Desk Lead to provide first-line IT support to users by troubleshooting technical issues, responding to service requests, and maintaining IT systems. The ideal candidate has excellent problem-solving skills, strong technical knowledge, and a customer-first approach. Responsibilities Provide technical support via phone, email, chat, or in person. Troubleshoot hardware, software, and network issues Install, configure, and update operating systems & applications Maintain user accounts and permissions in Active Directory Assist with password resets, email issues, and printer troubleshooting Document issues, solutions, and IT processes in a ticketing system (ServiceNow, JIRA, Zendesk, etc.) Guide users on best IT practices and security policies Escalate complex issues to higher-level support teams Assist with hardware setup, device imaging, and asset management Perform basic network troubleshooting (Wi-Fi, VPN, IP configurations) Knowledge of security best practices Strong ITSM knowledge, project management skills EducationAssociate or Bachelor degree in IT, Computer Science, or related field (or equivalent experience)Experience5+ years in IT support, with leadership experience Certification CompTIA A+, CompTIA Network Technical Skills: Windows, macOS, Linux troubleshooting Microsoft 365, Google Workspace, Outlook, Teams Active Directory, password resets, account management Networking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP) Ticketing systems (ServiceNow, JIRA, Freshdesk, Zendesk) Remote support tools (TeamViewer, AnyDesk, Remote Desktop) Soft Skills: Strong verbal communication and customer service skills Ability to multi-task and prioritize tickets Ability to own tickets from creation to resolution Ability to lead and mentor other team members Analytical and problem-solving mindset Teamoriented and eager to learn Nice To Have: Certification(s) HDI Desktop Support Technician, ITIL v4, AWS CLF-CO1, AWS CLF-CO2, AZ-104 Mandatory Skills CompTIA A, CompTIA Network Windows, macOS, Linux troubleshooting Microsoft 365, Google Workspace, Outlook, Teams Active Directory, password resets, account management Networking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)

We are astylish and sustainable online clothing brand specializing in high-quality linen garments. We are dedicated to delivering timeless, comfortable, and eco-friendly fashion. As we expand, we are looking for a Customer Care Representative to join our team and provide exceptional support to our valued customers. This role is ideal for a woman who is passionate about customer service and sustainability and enjoys working in a fast-paced, remote environment. The selected candidate will handle customer queries, resolve issues efficiently, and ensure a seamless shopping experience across multiple communication channels, including email, live chat, and social media. Key Responsibilities: Respond promptly and professionally to customer inquiries via email, live chat, and social media. Assist customers with product details, sizing recommendations, and order-related concerns. Process and manage returns, exchanges, and refunds as per company policies. Handle customer complaints with patience, empathy, and problem-solving skills to enhance customer satisfaction. Stay updated on product offerings, company policies, and sustainability practices to provide accurate information. Troubleshoot and resolve issues related to website navigation, product availability, shipping, and order processing. Monitor and follow up on open customer cases to ensure timely resolutions. Work closely with logistics and marketing teams to enhance customer experiences. Track customer feedback, report recurring issues, and suggest areas for improvement. Assist in creating FAQs, help guides, and other customer support resources. Required Qualifications: Previous experience in customer service or support role (preferably in e-commerce or fashion). Excellent English-speaking and written communication skills with the ability to communicate clearly, professionally, and empathetically. Strong problem-solving skills with a customer-first approach. Ability to work independently in a remote environment and manage tasks efficiently. Tech-savvy with experience in customer service tools like Zendesk, Freshdesk, or similar platforms. Knowledge of linen fabric, fashion trends, or sustainability practices is a plus. Comfortable working in a fast-paced and evolving business environment. Preferred Skills: 2 years in customer service or support role (preferably in e-commerce or fashion). Experience working in a remote customer service role. Multilingual skills (a plus, but not required). Familiarity with social media-based customer service (Instagram, Facebook, etc.). What We Offer: Benefits: Paid time off, bonuses. Work Schedule: 10 AM 6 PM, Day shift (Monday to Saturday). Employee discounts & professional growth opportunities. An inclusive, empowering, and supportive work environment. skills : - customer support, e-commerce, fashion industry, online retail, customer inquiries, order processing, refunds, exchanges, returns, issue resolution, live chat support, email support, social media customer service, Zendesk, Freshdesk, remote work, problem-solving, communication skills, English proficiency, customer experience, sustainability, fast-paced environment, teamwork, customer satisfaction.

Job Description: User support executive Reports to: Marketing Director No Names is a highly curated, members-only socialising app designed for people who don’t have time to waste. We’re looking for a quick-thinking, empathetic, and well-spoken User Support Executive who can be the voice of the brand across platforms - DMs, chat, calls, and emails. You’ll be solving real-time user issues, offering clarity, and managing tricky situations with tact and discretion. From helping someone understand how to get approved, to calming down a stressed-out user before a plan . your job is to keep things smooth, human, and on-brand. Responsibilities: 1. Handle user queries across Instagram DMs, in-app chat, support email, and calls . 2. Track and respond to queries related to: · Profile approvals or rejections · Memberships, payments, refunds (incl. NN Away, Showstopper, Supernova) · Feature access (messaging, ETA, SOS, limited requests) · Plan updates, cancellations, and confusion 3. Offer clear, empathetic , and solution oriented replies without sounding robotic. 4. Escalate critical issues or user cases to the Committee or Product Team as needed. 5. Maintain and update internal query logs and resolution sheets . 6. Suggest FAQs, templates, or help centre content based on recurring queries. 7. Join support calls with users when needed (calm tone, problem-first approach). 8. Ensure alignment with No Names’ premium, discreet, and respectful tone at all times. Requirements: 1. Excellent written and spoken English. 2. Calm and confident communication, especially under pressure. 3. Experience with social media & CRM tools (Freshdesk, Intercom, Meta Inbox, etc. preferred). 4. Comfort in dealing with high-profile or privacy-sensitive users. 5. Smart decision-making, knowing when to say no, when to escalate, and when to solve. 6. Education from a well-regarded college preferred (communication/hospitality/media background a plus). 7. 1+ year in a customer-facing or support role preferred. Job Type: Full-time Pay: ₹15,000.00 - ₹20,000.00 per month Benefits: Health insurance Shift: Morning shift Work Days: Monday to Friday Language: English (Required) Work Location: In person

Key Responsibilities: Respond promptly to customer queries via phone, email, and chat. Resolve customer complaints and issues efficiently with a positive attitude. Coordinate with internal departments (logistics, quality, service center, etc.) to ensure timely resolution. Track and manage product replacements, refunds, and warranty-related cases. Maintain accurate records of customer interactions in the CRM system. Collect customer feedback and escalate recurring issues to improve service quality. Contribute to knowledge base and FAQs by documenting common issues and solutions. Represent Hammer’s tone of voice—friendly, solution-focused, and professional. Requirements: 1–3 years of experience in a customer service/support role, preferably in a D2C or consumer electronics brand. Open for freshers too with Excellent Communication skills. Ability to handle pressure and manage multiple customer tickets efficiently. Knowledge of CRM tools like Freshdesk, Zendesk, or similar is a plus. Problem-solving mindset and a customer-first approach. Flexibility to work in rotational shifts, including weekends if required. Job Type: Full-time Pay: ₹10,014.93 - ₹15,000.00 per month Schedule: Day shift Supplemental Pay: Performance bonus Work Location: In person

Job Title: Customer Service Executive Location: Koregaon Park, Pune Company: Palmonas Job Description: We are hiring a Customer Service Executive to manage customer interactions across our D2C channels. The ideal candidate must have prior experience working with a D2C (Direct-to-Consumer) brand . Applications without D2C experience will not be considered . Key Responsibilities: Respond to customer queries via email, chat, calls, and social media Handle order tracking, return/exchange, refund, and complaint resolutions Coordinate with internal teams (warehouse, logistics, product) to resolve customer issues Ensure timely follow-ups and maintain high customer satisfaction levels Log all customer interactions in the CRM system and ensure accuracy Monitor and escalate recurring issues for process improvements Requirements: Mandatory experience with a D2C brand (minimum 2 year) Excellent written and verbal communication skills Strong understanding of customer support tools (Freshdesk, Zendesk, etc.) Problem-solving attitude and ability to work under pressure Familiarity with platforms like Shopify, WooCommerce, etc. is a plus

About Us We operate and scale high-growth D2C brands across India. Our customer experience function is a key business driver — across WhatsApp, calls, email, and automation. We’re looking for a Customer Success Team Lead to build and lead a customer experience team that is fast, data-driven, and proactive in driving both satisfaction and sales. What You’ll Be Responsible For 1. Team Building & Management - Hire, onboard, and manage a team of callers and support agents - Set clear KPIs and accountability structures for inbound and outbound communication - Run regular training, QA, and performance review processes 2. CX Operations & SOPs - Build SOPs, call scripts, escalation workflows, and CX playbooks - Set up ticketing, CRM, and tracking systems for calls, WhatsApp, and email - Design and maintain daily/weekly CX dashboards and trackers 3. Inbound + Outbound Execution - Own all inbound flows: product queries, order status, returns, etc. - Drive outbound initiatives: COD confirmations, WhatsApp follow-ups, NPS collection - Optimize reply time, first contact resolution, and customer satisfaction metrics 4. Collaboration & Feedback Loops - Work with the marketing and product teams to surface insights from customer interactions - Share customer voice and qualitative feedback to improve CX touchpoints and automation You Should Apply If - You’ve managed a CX or support team in a fast-growth D2C, eCommerce, or SaaS environment - You’re comfortable setting up SOPs, workflows, and systems from scratch - You’ve run both inbound and outbound customer success programs across channels - You enjoy coaching teams and improving the customer journey end-to-end Bonus Points - Familiar with Gorgias, Freshdesk, Intercom, or WhatsApp Business API - Experience working with Google Sheets, CRMs, or Notion for team ops - You've worked with hybrid remote/on-ground support teams Job Type: Full-time Pay: ₹900,000.00 per year Benefits: Flexible schedule Health insurance Paid sick time Paid time off Schedule: Day shift Supplemental Pay: Performance bonus Ability to commute/relocate: Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (Required) Experience: Customer service: 3 years (Required) Work Location: In person

Overview: JOB DESCRIPTION: 1. JOB IDENTIFICATION APTEAN JOB TABLE: Team Lead, SRE APTEAN JOB LEVEL: D APTEAN JOB TITLE: Team lead, SRE REPORTS TO Full line: Soundar Arunachallam Dotted line: 2. GENERAL JOB SUMMARY We are looking for a Team Lead – Customer Experience Support to provide hands-on guidance to a team of 7 support engineers working on a process manufacturing-focused ERP platform , especially its Finance modules (GL, AR, AP, FA, etc.). This role combines technical expertise with team mentorship, issue resolution, and day-to-day operational leadership in a rotational 24x7 support model . 3. SCOPE 4. ORGANIZATION (Indicate the job positions reporting to this role) Full line: Job (# of positions): 1 Dotted line: Job (# of positions): 1 5. PRINCIPAL DUTIES AND RESPONSIBILITIES Key Responsibilities: Act as the first-level escalation point for the team in resolving complex ERP support queries. Guide and coach a team of young engineers handling ERP support tickets , particularly in financial modules . Monitor ticket queues and ensure timely response and resolution within SLAs. Perform root cause analysis of recurring issues and contribute to knowledge base documentation . Collaborate with internal teams (Product, QA, Engineering) for faster issue resolution and bug tracking. Ensure adherence to standard processes and encourage best practices across the team. Plan shift rosters to maintain 24x7 coverage while ensuring team well-being and workload balance. Conduct peer reviews , support quality audits, and contribute to continuous improvement initiatives. Train new team members on product features, tools, support etiquette, and escalation handling. Skills Required: ERP & Functional Knowledge: Strong domain understanding of ERP software , especially Finance modules (GL, AR, AP, FA, Costing). Good exposure to process manufacturing workflows and their impact on finance functions. Hands-on troubleshooting of ERP issues and understanding of financial business processes. Technical Skills: Working knowledge of SQL for data checks, validations, and debugging. Familiarity with support tools (e.g., Freshdesk, Jira, Zoho Desk). Ability to read and interpret logs or workflow errors and suggest functional/technical fixes. Team Lead & Communication Skills: Experience leading or mentoring a small team of support engineers. Strong communication and collaboration skills to work with young team members and cross-functional stakeholders. Ability to explain complex issues in simple terms to customers and team members alike. Organized and dependable in roster planning, shift handovers , and priority case management . Soft Skills & Mindset: Customer-first attitude and calm under pressure during critical issue handling. Natural coach and motivator who can guide junior engineers to grow and take ownership. High sense of accountability and reliability in a 24x7 support ecosystem. Preferred Qualifications: 6-9 years of total experience in ERP product support, with at least 1–2 years in a lead/mentorship role. Bachelor's degree in Finance, IT, Computer Science, or related field. Familiarity with process manufacturing ERP platforms (SAP, Oracle, Infor, Microsoft Dynamics, etc.). ITIL Foundation or equivalent exposure to structured support practices (optional but preferred). Skill Category Skill Required Proficiency Notes / Expectations Domain Expertise ERP Functional Knowledge – Financial Modules (GL, AR, AP, FA, Costing) Expert Guide team on finance workflows and resolve functional issues. ERP – Process Manufacturing Knowledge Intermediate Understand manufacturing impact on finance and other modules. Technical Skills SQL Querying & Data Validation Intermediate Write/understand queries for issue resolution. Log Analysis / Error Tracing Intermediate Assist in identifying issue patterns from logs. ERP Configuration Understanding Basic to Intermediate Advisory knowledge to support functional issue analysis. Support Operations Salesforce Service Cloud (Case Management) Proficient Handle ticket lifecycle, prioritization, escalations. Azure Cloud Basics (Monitoring, Infra Awareness) Basic to Intermediate Understand cloud setup, troubleshoot with infra team. SLA / Escalation Handling Proficient Manage priorities and ensure timely resolutions. Shift & Roster Planning Intermediate Plan 24x7 support coverage fairly and efficiently. Team Leadership Team Coaching & Mentorship Proficient Train and guide young engineers effectively. Conflict Resolution / People Handling Intermediate Address internal and external conflicts tactfully. Quality Review (Tickets / KB Articles) Intermediate Review quality of customer responses and documentation. Communication Skills Written Communication Proficient Ensure clarity and professionalism in ticket responses. Verbal Communication Proficient Conduct team calls, customer discussions confidently. Cross-functional Collaboration Proficient Work with QA, Product, and Engineering on escalations. Process & Tools Knowledge Base Creation & Maintenance Intermediate Encourage reusable documentation of repeated issues. Incident Management Process (ITIL-like) Basic Follow incident lifecycle and escalation protocols. Continuous Improvement Mindset Intermediate Drive process and support experience improvements. Attitude & Mindset Customer Obsession Strong Always keep customer experience at the center. Ownership & Accountability Strong Own issues end-to-end with a responsible attitude. Adaptability (Shift work, 24x7 environment) Strong Embrace dynamic shift schedules and urgent escalations. DISCLAIMER The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Role Overview: We're seeking a Manager of Customer Support Automation and AI Quality to monitor, analyze and optimize the performance of our automated customer support systems. This individual contributor role combines quality assurance expertise with cutting-edge AI tools to ensure exceptional customer experiences across all support channels. This is an excellent opportunity for someone with support operations background who wants hands-on experience with production AI systems in a customer support environment. Team Overview: Chegg’s Customer Care Team, known internally as The Student Advocacy Team (SAT), is a B2C support organization dedicated to providing outstanding support experiences when students need help with our products and services. We aim to deliver high-quality, transparent and convenient support experiences at scale to millions of students. Responsibilities: Create and refine AI classifiers and text analytics models within quality assurance platforms like Maestro QA to categorize and monitor support transcripts Monitor, maintain, and optimize automated chatbot responses powered by LLM and generative AI technology for accuracy and helpfulness Work within customer service platforms like Gladly to define and optimize workflow rules and engineer LLM prompts to ensure the quality of automated responses Generate weekly and monthly automation performance reports and dashboards using text analytics to provide actionable insights to support leadership Create real-time dashboards and visualizations to communicate quality trends and improvement opportunities Analyze support conversation data to identify trends, gaps, and areas for improvement Collaborate with customer support teams to understand pain points and translate them into AI improvements Document AI system configurations, training processes, and performance metrics Assist in troubleshooting AI system issues and implementing fixes Required: Bachelor’s degree (BTech/BE/BSc) in Computer Science, Data Science, Electronics, or related technical field 3-5 years of experience in customer support operations, quality assurance, or related analytics role with exposure to AI tools or chatbot technologies Experience or demonstrated interest in prompt engineering, and AI/ML tools Proficiency with SQL and data visualization tools Basic understanding of customer support metrics and quality frameworks Excellent communication skills to work cross-functionally with technical and non-technical teams Strong analytical mindset with problem-solving abilities Ability to work independently and manage priorities in a fast-paced environment Excellent English communication skills (written and verbal) Ability to work flexible hours to accommodate US and Philippines time zones Preferred Experience: Experience with any customer support, quality assurance and text analytics tool (Gladly, Maestro, Zendesk, Freshdesk, ServiceNow or equivalent platforms) Familiarity with Python, NLP, text analytics, or machine learning concepts Previous experience in customer service or support operations Familiarity with natural language processing and text analytics Keywords for Search Customer Support Quality Assurance, AI Operations, LLM Prompt Engineering, Customer Experience Analytics, Support Automation, Quality Monitoring, Conversational AI, Customer Care Analytics, Workforce Management, Agent Coaching, Performance Optimization

Job Title: Manager – Hotel Customer Experience (CX) Role Overview: We are seeking a dynamic and experienced Customer Experience Manager to lead the Hotel CX vertical at our call center. This role demands a deep understanding of the OTA space, strong vendor and team management capabilities, and a sharp focus on delivering superior customer outcomes. The ideal candidate will bring in operational rigor, be well-spoken, and thrive in a high-growth, high-performance environment. Key Responsibilities: Team Management: Lead and manage a team of customer service agents focused on hotel-related queries, complaints, and escalations. Drive daily performance metrics: TAT, FCR, CSAT, and VOC closure. Customer Advocacy: Be the voice of the customer — identifying trends, pain points, and areas for improvement in the hotel booking journey. Own and resolve high-priority escalations, ensuring closure with empathy and clarity. Vendor/Partner Management: Manage external call center vendors — including governance, reviews, performance scorecards, and calibration. Align with vendor training, QA, and workforce planning teams to maintain consistent service quality. Process Excellence: Drive SOP adherence, audit readiness, and compliance across the hotel support vertical. Collaborate with internal product, operations, and finance teams to close loops and streamline customer journeys. CX Initiatives & Insights: Launch CX improvement projects with measurable impact. Generate weekly/monthly insights for stakeholders; present data-backed recommendations. Key Requirements: 8–10 years of experience in Customer Experience / Customer Support roles, preferably in OTAs or travel-tech firms Hands-on experience managing hotel-related support in a B2C setup Prior experience in managing call center vendors / BPOs Excellent communication skills — both verbal and written Strong analytical and problem-solving skills Ability to manage stakeholders across levels and functions Comfortable working in a fast-paced, data-driven environment Nice to Have: Experience in CRM tools like Freshdesk, Salesforce, or Zendesk Exposure to speech/text analytics tools Familiarity with hotel partner operations or contracting processes Why Join Us? You’ll be at the frontlines of shaping the customer experience for thousands of hotel travelers, with the opportunity to influence product, policy, and process. Be part of a customer-first culture that values ownership, empathy, and innovation.

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience ]CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system). Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation. While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com. At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business. Job Description Manage all activities of the pre-sales resources with a particular region. As a business partner with sales management, manages the organizational effectiveness, efficiency, and alignment of all technical resources with product revenue goals. Provides advice and counsel to sales management in the effective use and deployment of technical resources. Must maintain close alignment with sales, support and implementation functions. Ensures compliance of pre-sales documentation. Internally qualifies sales opportunities in terms of customer technical requirements, competition. Work closely with our SMB and mid-market customers to identify and solve their most critical business problems. Support the sales team by conducting discovery calls and product demonstrations for our active deals. User requirement gathering, analysis, and scope definition, Wireframing, Creating Proof of Concept (POC), RFP, RFI responses. Conduct effective requirements gathering to clearly identify customer problems. Build and deliver compelling technical demonstrations of the Freshworks products. Articulate the value of Freshworks solutions to a variety of audiences. Be a lifelong learner and develop your skills continuously. Evangelize a refreshing user experience on the Freshworks platform Qualifications 2 – 4 years in Solution Engineering or in any technical role is a plus. Significant experience in technology sales with a demonstrated aptitude for technology at the business and technical level. Demonstrated operations and organizational skills implementing and driving best practices in multi-office, cross-functional organizations. Extensive expertise supporting mid-market customers and creating service/support strategies. Strong organisational and analytical skills. Outstanding interpersonal skills, with a proven record of successfully building collaboration around important initiatives. Strong written and verbal communication skills. Successful track record of working and influencing matrixes organizations. Flexible to work in any shift. SKILLS Technical Leadership & Mentorship: Guiding, coaching, and upskilling other Solution Engineers. Advanced Solution Architecture & Design: Designing complex, multi-product solutions. Expert Product Demonstration & POC Delivery: Crafting and delivering tailored, high-impact technical presentations. Deep Technical Acumen: Expertise in SaaS, cloud platforms, APIs, integrations, and relevant Freshworks products. Complex Problem-Solving: Analyzing intricate customer challenges and devising effective solutions. Requirements Elicitation & Analysis: Advanced skills in understanding and documenting nuanced customer needs. RFP/RFI Response Management: Leading or significantly contributing to complex RFP/RFI responses. Communication & Presentation Skills (Advanced): Articulating complex technical details to diverse audiences, including executives. Stakeholder Management: Effectively interacting with and influencing internal (Sales, Product) and external (customer IT, executives) stakeholders. Sales Acumen: Strong understanding of the sales process and the SE's role in driving deals forward. Collaboration & Teamwork: Working effectively within the SE team and cross-functionally . Analytical Skills: Dissecting customer needs and technical issues methodically. Customer Relationship Management: Building trust and rapport with technical counterparts at customer organizations. Freshworks Platform Expertise (Preferred): In-depth knowledge of Freshworks products and their capabilities. Initiative & Proactiveness: Identifying areas for improvement and taking action. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Job Overview We are seeking two experienced Technical Support Engineers to join our expanding Merchant Care team. The ideal candidates will have at least 2 years of experience in a tech support role, specifically providing support to enterprise merchants via email and chat. Strong written and oral communication skills are essential, as you will work directly with high-profile clients to troubleshoot and resolve technical issues. Your expertise will help maintain operational excellence and ensure customer satisfaction. Responsibilities Act as the primary point of contact for Gokwik merchants, providing support via email and chat with a professional, courteous, and solution-focused approach. Investigate and diagnose technical issues reported by merchants, ensuring timely resolution or appropriate escalation to internal teams. Collaborate with cross-functional departments to resolve complex technical problems and ensure merchant satisfaction. Assist merchants with product configuration changes, customization requests, and guidance on best practices for product usage. Accurately document support cases, issue descriptions, troubleshooting steps, and resolutions in the ticketing system (Freshdesk and FreshChat). Adhere to SLA metrics and maintain a high customer satisfaction rating, ensuringprompt and effective issue resolution. Monitor and identify patterns in merchant queries to recommend improvements in product functionality and support resources. Deliver a high level of customer service, maintaining positive and helpfulcommunication throughout the support lifecycle. Requirements 1.5+ years of experience in a technical support role, specifically handling enterprise-level clients and Merchants via email and chat. Strong written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical stakeholders. Demonstrated ability to manage and resolve complex technical issues independently and as part of a team. Proficiency with Freshdesk and FreshChat ticketing systems. Excellent problem-solving skills and a proactive approach to customer service. Knowledge of Woocommerce Ability to prioritize tasks and manage time effectively in a fast-paced environment. Willingness to work on a roster and provide weekend support, with flexibility for occasional evenings during peak times. Preferred Qualifications Experience working in a startup or high-growth environment. Familiarity with APIs, product integrations, or SaaS-based solutions.

Involves managing and configuring Zendesk support software for customer service operations. Tasks include setting up tickets, configuring workflows, managing user roles, and ensuring that the platform supports the team’s needs effectively. The role requires proficiency in Zendesk administration, customer service management, and troubleshooting issues within the platform.

Role & responsibilities Role & responsibilities Excellent in communication skills with Web conferencing platforms strong knowledge or Experience we have looking for along with OS knowledgeF2F Interview on 6th of May in Noida 25ARotational shifts • Provide timely and accurate resolution of customer and technical queries related to web conferencing platforms • Troubleshoot common issues involving meeting access, audio/video connectivity, recording playback, and user account concerns. • Guide users through standard configuration and usage processes for optimal product experience. • Handle inbound support cases via chat, email, or phone in accordance with defined SLAs. • Escalate complex or unresolved issues to Tier 2 support with detailed documentation. • Collaborate closely with internal teams to identify patterns, emerging issues, and share customer feedback. • Assist with creation and maintenance of knowledge base content, FAQs, and customer documentation. Required Skills & Experience: • 02 years of experience in a technical support or customer service role, preferably in a SaaS or collaboration tools environment. • Strong verbal and written communication skills. • Good understanding of web conferencing technologies, browser settings, plug-ins, and general internet troubleshooting. • Familiarity with operating systems (Windows, macOS), browsers (Chrome, Firefox, Edge), and basic network connectivity . • Excellent problem-solving skills with the ability to think logically and empathize with customer challenges. • Willingness to work in rotational shifts and adapt to a fast-paced, global support environment. Nice to Have: • Exposure to any similar web conferencing platforms. • Basic knowledge of networking (HTTP/S, ports, proxies), LMS integrations, or SSO concepts.

Industry & Sector : We operate within the fast-growing E-commerce and Urban Lifestyle retail sector, providing on-trend products and seamless buying experiences across India. To sustain our customer-first promise, we seek an on-site Customer Service Executive to champion every interaction and turn shoppers into loyal brand advocates. Role & Responsibilities Serve as the first point of contact via phone, email, chat and social channels, resolving order, payment and delivery queries with empathy and urgency. Use CRM and ticketing platforms to log interactions, update case status and follow SLA guidelines from first response to closure. Collaborate with warehouse, logistics and merchandising teams to trace shipments, arrange replacements or initiate refunds, ensuring timely customer communication. Identify recurring pain points, document insights and suggest process improvements that elevate CSAT and lower repeat contacts. Upsell relevant products or services during support conversations, meeting quality sales targets while maintaining service excellence. Adhere to call-center best practices: attendance, call quality, data privacy and shift rotation requirements. Skills & Qualifications Must-Have 1+ years experience in customer support, call center or BPO environment handling voice and non-voice queries. Fluent English and Hindi communication; additional regional language is an advantage. Hands-on with leading CRM tools such as Freshdesk, Zendesk or Salesforce Service Cloud. Proven track record meeting CSAT, AHT and FCR targets. Ability to work rotational shifts from an on-site service hub in India. Preferred E-commerce order management exposure. Knowledge of basic Excel or Google Sheets for report updates. Benefits & Culture Highlights Performance-linked incentives and quarterly recognition programmes. Modern office set-up with cafeteria, recreation zone and learning sessions. Rapid growth pathway into Quality, Training or Team-lead roles for top performers. Skills: bpo environment,problem solving,basic excel or google sheets,freshdesk,time management,crm software,fluent communication in english and hindi,crm tools,call center,customer support,communication,active listening,zendesk,salesforce service cloud

About Us We operate and scale high-growth D2C brands across India. Our customer experience function is a key business driver — across WhatsApp, calls, email, and automation. We’re looking for a Customer Success Team Lead to build and lead a customer experience team that is fast, data-driven, and proactive in driving both satisfaction and sales. What You’ll Be Responsible For 1. Team Building & Management - Hire, onboard, and manage a team of callers and support agents - Set clear KPIs and accountability structures for inbound and outbound communication - Run regular training, QA, and performance review processes 2. CX Operations & SOPs - Build SOPs, call scripts, escalation workflows, and CX playbooks - Set up ticketing, CRM, and tracking systems for calls, WhatsApp, and email - Design and maintain daily/weekly CX dashboards and trackers 3. Inbound + Outbound Execution - Own all inbound flows: product queries, order status, returns, etc. - Drive outbound initiatives: COD confirmations, WhatsApp follow-ups, NPS collection - Optimize reply time, first contact resolution, and customer satisfaction metrics 4. Collaboration & Feedback Loops - Work with the marketing and product teams to surface insights from customer interactions - Share customer voice and qualitative feedback to improve CX touchpoints and automation You Should Apply If - You’ve managed a CX or support team in a fast-growth D2C, eCommerce, or SaaS environment - You’re comfortable setting up SOPs, workflows, and systems from scratch - You’ve run both inbound and outbound customer success programs across channels - You enjoy coaching teams and improving the customer journey end-to-end Bonus Points - Familiar with Gorgias, Freshdesk, Intercom, or WhatsApp Business API - Experience working with Google Sheets, CRMs, or Notion for team ops - You've worked with hybrid remote/on-ground support teams Job Type: Full-time Pay: ₹900,000.00 per year Benefits: Flexible schedule Health insurance Paid sick time Paid time off Schedule: Day shift Supplemental Pay: Performance bonus Ability to commute/relocate: Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (Required) Experience: Customer service: 3 years (Required) Work Location: In person

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Job Description We are looking for a passionate and technically skilled Solution Engineer to be part of our Field Sales Support team. You will be instrumental in solving complex customer problems, designing tailored solutions, and delivering impactful demonstrations of the Freshworks platform. This role suits individuals with strong pre-sales experience who thrive on customer interaction, solutioning, and collaborating with internal teams to drive business outcomes. Pre-Sales Engagement & Customer Solutions: Engage with SMB, mid-market, and enterprise customers to understand their business and technical challenges. Conduct discovery sessions, architect solutions, and deliver tailored product demonstrations and Proofs of Concept (POCs). Address technical objections and ensure alignment with customer needs. Solution Design & Documentation: Participate in gathering requirements and scoping complex engagements. Create technical documentation including solution proposals, SoWs, and RFP/RFI responses. Evaluate opportunities from a technical feasibility standpoint and proactively mitigate risks. Collaboration & Execution: Collaborate closely with Sales, Product, Engineering, and Implementation teams. Align technical strategies with sales initiatives to accelerate deal closures. Continuously improve pre-sales tools, processes, and enablement assets. Customer Advocacy & Product Evangelism: Articulate the value and capabilities of the Freshworks platform to both technical and business audiences. Represent Freshworks at customer meetings, events, and forums as a trusted technical advisor. Keep abreast of product developments and industry trends to provide relevant, up-to-date guidance. Qualifications 3–12 years of experience in pre-sales/solution engineering, technical consulting, or a similar customer-facing technical role. Strong background in SaaS, cloud technologies, APIs, and enterprise software environments. Proven experience designing and delivering technical demonstrations and POCs. Ability to work with mid-market and enterprise customers, understand their pain points, and craft effective solutions. Excellent communication and presentation skills, both written and verbal. Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience). Familiarity with Freshworks products is a strong plus. Key Skills: Pre-sales consulting & technical storytelling Solution architecture & demo delivery API, integrations, SaaS product understanding Discovery, qualification & objection handling RFP/RFI response and technical documentation Stakeholder collaboration (Sales/Product/Engineering) Strong communication & relationship-building Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.