754 Freshdesk Jobs - Page 16

Role & responsibilities 1. Ticket Triage & Prioritization Oversee the flow of inbound technical tickets from customers through systems like Zendesk, Linear, or equivalent. Assign tasks to appropriate implementation/support/solutions engineers, ensuring efficient handling and resolution of technical queries. 2. Team Management Manage a team of engineers responsible for customer-facing technical support. Conduct performance reviews, provide coaching, and oversee the development of the team. Lead the hiring, onboarding, and continuous training of new Implementation engineers. Schedule and oversee the staffing of support engineers on customer calls, ensuring availability for critical issue resolution. 3. Project & Resource Management Monitor deadlines, deliverables, and resource allocation for technical support tasks. Collaborate across departments and stakeholders to communicate timelines and handle technical escalations efficiently. Work closely with the implementation team to support customers through code-level debugging and integrations. 4. Process Ownership & Improvement Manage and optimize the technical support process (technical tickets, implementation, and solutioning), ensuring continuous improvement of support workflows, documentation, and issue tracking via tools like Zendesk, Linear, and internal systems. Lead the creation and maintenance of an efficient technical support knowledge base, including product documentation and training materials. 5. Customer Communication & Collaboration Act as a bridge between customer facing resources and technical teams (product, development, QA) to ensure seamless resolution of technical issues and feedback loops. Provide regular updates to all stakeholders including leadership, and the Customer Experience team on ticket statuses, timelines, and ongoing technical projects. Join customer calls as needed for diagnosing code-based errors and supporting customers during integrations and solutioning. Work hand in hand with the Customer Experience Team to ensure positive customer outcomes and seamless communication throughout lifecycle 6. Technical Expertise & Troubleshooting (Good to have) Assist in diagnosing customer implementation issues, determining whether the problem lies within the customer's codebase or CometChat's platform. Work with product teams to replicate and diagnose product bugs. Maintain a strong knowledge of CometChat's codebase and documentation to guide customers through integration and solutioning challenges. Preferred candidate profile Strong leadership and project management skills. Ability to manage multiple priorities, balancing technical expertise with a calm, customer-focused approach. Previous experience managing a technical support or similar team. Proficiency in troubleshooting, debugging code, and providing technical assistance at a high level. Excellent communication skills (both verbal and written).Proficient in using and administering ticketing systems (Zendesk, Linear, or equivalent). Nice-to-Have Experience managing support teams in a SaaS or developer-focused product environment. Familiarity with API-based integrations and SDK support. Understanding of common bug tracking and project management tools. Experience as a software developer, proficient in languages such as React JS, React Native, Vue.js, Flutter, Kotlin, JavaScript, or Swift.

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. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description Responsibilities Drive the customer onboarding experience by providing tailored solutions and best practices that create immediate value. Deliver engaging and effective product training for IT admins and end users, empowering them to maximize adoption and achieve success. Proactively address customer challenges and collaborate across teams to ensure a seamless onboarding experience. Qualifications What We’re Looking For Customer-centric mindset: passion for simplifying complexities and delivering measurable value.\ Technical Expertise: ITIL certification or equivalent knowledge of service management. Networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls). Familiarity with APIs and identity providers like Active Directory. Problem-Solving Skills: Thrive in resolving challenges effectively. Strong Communication: Ability to explain technical concepts to non-technical audiences 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 Title – Application Support Engineer L3 Location: Remote (To work in Australia time zone 5AM-2PM IST) About the Role As an L3 Application Support Engineer, you will serve as the escalation point for complex technical issues, ensuring high-quality support for our Enterprise SaaS platform used by Health Professionals and Patients. This role is deeply embedded within the Engineering team, requiring strong troubleshooting skills, debugging capabilities, and collaboration with Product and Development teams. You’ll also play a key role in improving documentation, automating processes, and enhancing platform reliability. Key Responsibilities Technical Escalation & Issue Resolution: o Act as the highest level of support within the Support Team. o Investigate and resolve critical incidents, analyzing logs and application behavior. o Work closely with L1/L2 teams to troubleshoot and resolve complex issues. o Replicate and document software bugs for the Development team. Collaboration & Process Improvement: o Work with the Engineering team to debug issues, propose fixes, and contribute to code-level improvements. o Improve support documentation, build playbooks, and optimize incident management processes. o Enhance monitoring and alerting through platforms like Datadog. Technical Operations & Monitoring: o Perform log analysis, SQL queries, and API debugging to diagnose issues. o Monitor AWS infrastructure, CI/CD pipelines, and application performance to identify potential failures proactively. o Maintain uptime and performance using observability tools. Requirements 6+ years in Technical Application Support, DevOps, or Site Reliability Engineering (SRE). Strong troubleshooting skills with technologies such as Node.js, PostgreSQL, Git, AWS, CI/CD. Hands-on experience with monitoring tools like Datadog and uptime monitoring solutions. Proficiency in debugging APIs, SQL queries, and logs. Experience managing support cases through full lifecycle (triage, reproduction, resolution). POSITION DESCRIPTION – Application Support Engineer L3 Ability to write detailed bug reports and collaborate effectively with developers. Strong knowledge of ticketing systems such as Freshdesk, ClickUp, and best practices for incident management. Comfortable with on-call rotations and managing high-priority incidents. Preferred Skills Familiarity with Terraform, Kubernetes, or Docker. Experience writing scripts to automate support tasks. Knowledge of healthcare SaaS environments and regulatory considerations. This role is ideal for problem-solvers who love debugging, enjoy working closely with engineering teams, and thrive in fast-paced, customer-centric environments Key Requirements: Minimum 6+ years in Technical Application Support Strong troubleshooting skills with technologies such as Node.js, PostgreSQL, Git, AWS, CI/CD. Hands-on experience with monitoring tools like Datadog and uptime monitoring solutions Proficiency in debugging APIs, SQL queries, and Perform log analysis Strong knowledge of ticketing systems such as Freshdesk , ClickUp , Exceptional language to handle AUS clients Location: Location: Remote (To work in Australia time zone 5AM-2PM IST) Compensation: Up to Rs.15–20 LPA

Overview JOB DESCRIPTION: 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: 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 . SCOPE ORGANIZATION (Indicate the job positions reporting to this role) Full Line: Job (# of positions): 1 Dotted Line: Job (# of positions): 1 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.

Assistant Programme Manager Job Title: Assistant Programme Manager Function: Digital Learning Reports to position: Associate Director Location: Hyderabad Job Outline As an Assistant Manager, you will support the planning, coordination, and day-to-day execution of online learning programmes at ISB. You will work closely with internal teams and learners to ensure smooth programme delivery and a high-quality learning experience. The ideal candidate will have a strong background in programme management, a passion for education, and the ability to collaborate with cross-functional teams. Key Responsibilities: Programme Set up and Delivery Assist in creating and following detailed programme schedules and checklists for ISB Online programmes Coordinate with Platform operations team, content team to ensure courses are set up as per the schedule Review the programme set up as per the policy and the SOP Ensure that programme milestones are met within the defined timelines and as per the SOP Participant Onboarding, Engagement & Experience: Manage end-end programme experience, monitor participant engagement and drive initiatives to ensure programme success Keep participants informed about the onboarding, programme schedules, announcements and respond to any queries they may have through WhatsApp, Slack, email channels Plan, coordinate key programme events like orientation, synchronous/Live virtual sessions on Zoom and draw insights to improve programmes and participant engagement Manage social learning sessions, masterclass interventions in the programme – share attendance reports, feedback reports Make calls to participants to gather feedback and understand their experience and reach out to those who are falling behind to encourage them to stay on track and complete the programme—helping reduce dropouts and boost overall engagement. Programme Monitoring and Feedback Regularly check programme dashboards and reports to track participation and learner progress Collect and document participant feedback and share it with relevant teams Assist in implementing improvements based on feedback and internal reviews Monitor programme ratings on all parameters and implement improvements Stakeholder Communication Liaise with internal teams such as content, technology, and marketing to keep the programme running smoothly Provide regular updates to stakeholders and flag issues early for resolution Coordinate with programme leaders to ensure the Live virtual sessions are run smoothly Tools and Technology Use tools like Salesforce, the ISB Online Learning platform, Programme Management Dashboard and FreshDesk to manage programme data and learner support Maintain and update programme records and trackers using Excel, MS tools, and dashboard Job Interface/Relationships: Internal : Programme Management Team Programme Admin, support and analytics team External Participants Clients Job Specifications: Knowledge/Education : Graduate /post-graduate Specific Skills : Demonstrated programme management skills; strong attention to detail; excellent oral and written communication skills; good technical and data analytics skills; strong interpersonal skills; event management, supportive in managing events and engaging with clients or participants as needed; approachable and reliable team player. Desirable Experience 3–6 years of experience in programme management, preferably in a fastpaced or dynamic environment; experience in the ed-tech sector is a plus. • Platform Operations team • Content Team • Industry speakers & Collaborators S No / Key Responsibilities / % Time Spent Programme set up, delivery - 15% Participant Onboarding, Engagement & Experience - 35% Programme Monitoring and Feedback - 15% Stakeholder Communication - 15% Tools and Technology - 15%

Position: Customer Support Engineer Company: Launch Ventures (for Talkingshops.com) Location: Hyderabad, Telangana (onsite) About Launch Ventures Launch Ventures is a niche, award-winning technology firm that co-creates products alongside domain experts—ranging from early-stage startups to Fortune 500 enterprises. We’ve built globally scaled products, some of which have attracted investments from Google. Our work spans across modern technologies including AI/ML, IoT, Blockchain, Cloud, and full-stack web/mobile applications. We take pride not just in writing great code, but in launching ventures that matter. Our culture emphasises product ownership, technical craftsmanship, and long-term impact. Talkingshops.com is one of our fastest-growing ventures. It’s a next-generation WhatsApp Commerce platform designed to empower small and mid-sized businesses to sell more effectively, communicate seamlessly, and operate smarter. About the Role As a Customer Support Engineer, you will be the first line of communication between our customers and the product. This is not just a support role — you’ll act as a trusted partner to users by troubleshooting issues, guiding them through solutions, and ensuring a seamless experience on the platform. Your contributions will directly influence product adoption, satisfaction, and retention. This role is ideal for someone who thrives on interacting with people, is comfortable with technology, and is driven by the satisfaction of resolving issues quickly and effectively. Key Responsibilities Customer Assistance Respond promptly and professionally to customer inquiries via phone, email, chat, or ticketing systems. Act as a point of contact for troubleshooting product issues, onboarding queries, and general user guidance. Technical Troubleshooting Diagnose and resolve issues related to the Talkingshops.com platform, including product configurations, integrations (e.g., WhatsApp Business API, payment gateways), and user access problems. Assist users in resolving connectivity issues, API errors, or data sync problems with platforms such as Shopify, WooCommerce, and others. Documentation and Knowledge Sharing Maintain detailed records of customer interactions, reported issues, troubleshooting steps, and resolutions in the CRM. Create and contribute to internal knowledge bases and customer-facing support articles or FAQs. Issue Escalation & Collaboration Work closely with the engineering and product teams to escalate unresolved or complex issues with complete context. Provide feedback from users to help improve product usability and customer satisfaction. Process & Quality Improvements Recommend process improvements or automation opportunities to enhance support quality and reduce turnaround times. Help refine onboarding and support play-books for faster, consistent customer issue resolution. Customer Experience Management Build rapport with customers and ensure a high degree of empathy and clarity in communication. Monitor support KPIs (response time, resolution time, CSAT scores) and strive for continuous improvement. Requirements What We’re Looking For Educational Background: Bachelor’s degree in any discipline (a technical or computer science background is preferred). Experience: 1–3 years of experience in a customer support, technical support, or client services role. Prior experience supporting SaaS, eCommerce, or B2B platforms is a strong advantage. Hands-on experience dealing with phone-based queries is essential. Skills: Strong communication skills — clear, concise, and empathetic. Ability to explain technical concepts in simple, non-technical language. Comfortable working with support tools like Freshdesk, Zendesk, HubSpot, or similar CRMs. Familiarity with WhatsApp commerce tools, APIs, or payment integrations is a plus. Multilingual communication (especially regional Indian languages) is a bonus. Benefits Why Join Us Opportunity to work on a high-impact product serving small and growing businesses. Dynamic, startup-like environment with the stability and mentorship of an experienced leadership team. Learn and grow across customer success, product thinking, and technical troubleshooting. Flat hierarchy, transparent communication, and a supportive team culture. Competitive salary, benefits, and opportunities for growth within the company.

Location: Mumbai About Us: Wellbeing Nutrition is revolutionising the nutraceutical industry by providing high-quality, science-backed supplements and wellness products directly to consumers. Our mission is to empower individuals to take control of their health and well-being through education, transparency, and access to premium nutritional products. Position Overview: As a Customer Support Representative in WBN, you'll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience via various channels, while documenting interactions and escalating complex cases, along with upselling WBN’s products. Key Responsibilities: Customer Interaction: Answer customer inquiries via phone, email or chat. Provide accurate and timely information about products, services, and company policies. Listen actively to customer concerns and understand their needs. Escalate complex or sensitive issues to appropriate teams. Issue Resolution: Identify and resolve customer issues promptly and effectively. Provide troubleshooting and guidance to customers. Document customer interactions and resolutions in the CRM system. Follow up with customers to ensure satisfaction. Product/Service Knowledge: Maintain a strong understanding of products, services, and company policies. Stay updated on new products, features, and processes. Record Keeping: Accurately record customer interactions and issue resolutions in the CRM system. Maintain detailed and organized records of customer interactions. Upselling: Apart from resolving customer queries/ complaints effectively, upsell WBN’s products, in other words, promote relevant products/services to increase overall revenue. Collaboration: Collaborate with other teams to ensure seamless customer experiences. Share insights and feedback to improve customer service processes. Requirements: Excellent communication skills (written and verbal). Strong problem-solving and analytical skills. Ability to work independently and as part of a team. Customer-centric mindset and a passion for providing excellent service with upselling skills. Experience with CRM systems (e.g. Kapture/Shopify/Freshdesk) is a plus.

Position : Customer Support Executive Location : Remote/Rotational Shifts Experience : 1+ Years Salary : Up to ₹6,00,000 per annum (Negotiable) About the Company The co. fast-growing SaaS company focused on helping small and medium-sized businesses (SMBs) streamline their finance operations. Our integrated purchasing and invoicing platform empowers finance teams to take control of spending and manage cash flow more efficiently. Role Summary We are seeking a Customer Support Executive who is empathetic, solution-driven, and an excellent communicator. You’ll be part of a collaborative support team providing high-quality assistance to global customers, particularly in North America, the UK, and Australia. Key Responsibilities Take full ownership of customer queries and ensure timely resolution. Provide support via phone, email, and live chat. Troubleshoot both technical and non-technical issues. Escalate unresolved concerns to relevant internal teams. Collaborate with QA and Engineering to investigate bugs and keep users updated. Track and act upon customer feedback. Create and maintain a knowledge base of solution articles. Identify opportunities for product improvement and share insights with the product team. Required Qualifications Graduate in any discipline. 1+ years of customer support experience, preferably serving clients in international markets (North America, UK, Australia). Excellent verbal and written communication skills in English. Self-motivated, quick learner with strong problem-solving skills. Willingness to work night and early morning shifts (rotational). Good to Have Experience with SaaS-based platforms. Familiarity with support tools like Zendesk, Freshdesk, Intercom. Experience with Jira or similar ticketing/bug tracking systems. Ability to simplify complex technical issues for customers.

Location: Chennai About The Role As a member of the Customer Support department and reporting to the Director, Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving platform issues, data flows, networking, communication failures, and KPI calculations for the customer assets. This role is responsible for overseeing the technical support team to ensure efficient operations and exceptional customer service aligned with our 24/7 Global Support Team. Additionally, it involves managing support processes, enhancing team performance, documentation preparation and maintaining a high standard of technical issue resolution. Finally, it involves managing a small team of technical support specialists. What You Will Be Doing Lead and manage a team of Technical Support specialists. Provide guidance, training, and mentorship to ensure excellent customer service and technical expertise as well as cultivate a positive work environment, strengthen teamwork, and knowledge sharing to ensure their professional development and function. Collaborate with your team to troubleshoot and resolve complex technical issues related to CLIENTs products and other services within. Analyze problems, identify root causes, and implement solutions and making sure to incorporate best practices that are aligned with the Product roadmap and technology considerations. Interact with customers as well as the technical support team to understand their challenges and requirements. Provide clear and concise explanations of technical concepts in writing and verbally to our customers on the resolution of tickets via email, meetings or conference calls. Manage and escalate high-priority and critical customer issues to appropriate levels within the organization. Perform standard personnel management responsibilities to support team member development, goal setting, annual performance reviews as well as vacation and paid time off approvals. Coordinate the day-to-day work of a technical support team focused on successfully maintaining the customer assets on CLIENTs products. Ensure accurate documentation of technical issues, solutions, and best practices. Maintain a knowledge base to aid in efficient issue resolution and to facilitate continuous learning. Continuously evaluate and improve technical support processes to enhance efficiency and customer satisfaction. Identify trends in support requests and work with relevant teams to address recurring issues. Co-operate with the rest Technical Support Managers and your Director to improve technical support processes and documentation. Serve as a technical expert on CLIENTs platform with our customers for data-related issues, such as data flow issues, KPI calculations, and software logic. What You Will Need To Be Successful Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred). Minimum of 5 years of experience in a technical support role in the renewable industry or operations & maintenance (O&M). Extensive knowledge of Freshdesk as well as Technical Support ticketing workflows. Previous working experience in project management, schedule management, risk management, and issue resolution. Good understanding of renewable energy sources: Such as Wind, solar, and energy storage systems. Knowledge of data acquisition systems, SCADA. Ability to interpret networking, data flows, and electrical diagrams. Knowledge of common industrial communications protocols like Modbus RTU/TCP, OPC DA/UA, and DNP3. Understanding of OSI Softs PI system and SQL Database. Preferred Experience Minimum of 2 years' experience as a lead or manager of a technically focused team. Knowledge of SQL, Python, or other scripting tools to perform data analysis. Knowledge of Linux. Competencies Technical Skills Technical Knowledge and Expertise: A deep understanding of the products, services, or systems being supported is essential. Troubleshooting: This includes researching problems, following procedures, and using relevant tools. Software Proficiency: Support team members should be proficient in using relevant software and tools, such as CRM systems, ticketing systems, diagnostic tools, and communication platforms. Product Knowledge: Managing and updating knowledge bases is critical for providing consistent and accurate information to customers or colleagues. Innovation: Innovation is a valuable competency for support team members, enabling them to find creative solutions to customer issues and improve internal processes. Leadership Skills Communication: Effective communication fosters understanding, trust, and collaboration within a team. Emotional Intelligence: It's vital for building strong relationships, resolving conflicts, and making empathetic decisions. Decision-Making: Leaders need strong decision-making skills, including analyzing situations, weighing pros and cons, and making informed choices. Adaptability: Leaders should be open to new ideas, pivot when needed, and help their teams navigate change effectively. Inspiring and Motivating: Leaders set a compelling vision, set clear goals, and provide encouragement and recognition. Apply Now

Job Title: Lead Service Desk Analys Position Objectives/Scope Are you a passionate, solutions-driven service professional who prioritizes client satisfaction in everything you do? If so, AmplifAI Solutions may have the ideal opportunity for you! In this role, you will provide dedicated support to our global client base, ensuring prompt, effective, and personable issue resolution. Your responsibilities will include conducting in-depth research and analysis of discrepancies while collaborating with internal teams to drive solutions. Responsibilities Duties of this position include but are not limited to: Provide first-line technical support to clients and internal teams by troubleshooting and resolving application and system-related issues ensuring the client derives maximum value from AmplifAI Solutions to support long-term client retention. Analyze and resolve SQL database-related queries using basic SQL queries for troubleshooting data discrepancies. Generate incident tickets and maintain updates on open cases. Monitor and communicate the status, issues, timelines, and root causes of reported concerns to the client. Conduct screenshare sessions with users to gather details and reproduce reported issues. Promptly assess and escalate critical support issues to the relevant internal teams. Assist customers with basic software inquiries and routine requests. Document and maintain an up-to-date Knowledge Base with troubleshooting steps, FAQs, and known issues. Monitor and manage SLAs, ensuring timely resolution of support requests. Identify major client issues and follow proper escalation procedures. Participate in Daily Operations meeting. Technical Skills Proficiency in Excel, including data joining techniques (VLOOKUP, XLOOKUP, INDEX-MATCH), pivot tables, and advanced formulas. Fundamental knowledge of SQL for querying databases. Experience in Call Center or Workforce Management reporting. Familiarity with incident management or ticketing systems such as FreshDesk, ServiceNow, Zendesk, JIRA, HubSpot, or similar platforms. Required Qualifications Must possess advanced English proficiency. Prior experience in managing customer support within a SaaS company 2+ years of experience in a team leadership role, including personnel management. 8+ years of hands-on technical support for customer applications, with a track record of high performance and recognition. Ability to work in and lead a team within an office environment. Capability to establish processes and tracking mechanisms to monitor assignments and team productivity. Managerial experience overseeing both exempt and non-exempt employees. Experience in recruitment, training, employee development, performance evaluations, disciplinary actions, and terminations Preferably Engineering Graduates Desired Qualifications ITIL certification or knowledge of ITSM frameworks. Ability to meet deadlines in a fast-paced, client-impacting environment. Highly organized with strong prioritization skills and the ability to work under pressure on multiple initiatives simultaneously. Excellent interpersonal and situational leadership skills to coach and develop team members. Strong communication skills, with the ability to tailor messages to different audiences effectively. Work Hours : Wok Time zone 8 AM to 5 PM (CST) which is 7.30 PM to 4.30 AM IST Work Location: Kondapur Hyderabad

Company Overview: Branding Pioneers is a leading digital marketing agency based in Gurgaon, specializing in healthcare marketing. We are seeking a skilled SEO Specialist to join our dynamic team and help elevate our clients' online presence. Position: Query Manager Job Location: Gurgaon, About Branding Pioneers: Branding Pioneers is a premier digital marketing agency specializing in healthcare marketing. Our comprehensive services include SEO, social media marketing, content marketing, and influencer collaborations, all aimed at enhancing our clients' online presence and engagement. brandingpioneers.com Role Overview The Query Manager is responsible for overseeing the end-to-end management of customer or client queries. This role ensures that all incoming concerns, questions, or feedback are resolved efficiently, accurately, and within specified timeframes. The Query Manager also works to improve query-handling processes, maintain high customer satisfaction, and coordinate with internal teams for resolution. Key Responsibilities Monitor, assign, and manage all incoming queries through email, chat, phone, or CRM platforms. Ensure timely and accurate resolution of all customer issues. Coordinate with relevant departments (sales, tech, operations) to resolve escalated queries. Track key metrics like query volume, resolution time, and satisfaction scores. Create and maintain knowledge base documents and FAQ content. Train and guide team members on query-handling protocols. Identify recurring issues and propose process improvements. Generate weekly/monthly reports on query trends and performance. Qualifications Bachelor’s degree in Business Administration, Communications, or a related field. 2+ years of experience in customer support or operations roles. Strong communication and problem-solving skills. Proficiency in using CRM systems (e.g., Zendesk, Freshdesk, Salesforce). Ability to multitask and manage time effectively. Team leadership or coordination experience is a plus. Skills Required Customer-first mindset with excellent interpersonal skills Analytical thinking and attention to detail Strong documentation and reporting skills Calm and professional under pressure Collaborative and adaptable Preferred Tools CRM platforms (e.g., Zoho, Salesforce, Zendesk) Google Workspace or MS Office Ticketing and Helpdesk software Salary: INR 10,000 - 20,000 per month, based on experience. Employment Type: Full-time Application Process: Candidates interested in applying should have a demonstrable track record of successful Google Ads campaigns in healthcare. Those without prior healthcare experience will be required to run a test campaign for 15 days and perform CRO on an existing landing page as part of the evaluation process. Employment Type: Full-time How to Apply: Interested candidates should submit their CV and cover letter detailing their experience and why they are a good fit for the role to the HR department at Branding Pioneers. Applications should be sent via email to brandingpioneers@gmail.com. Join us at Health Pioneers to grow your career while shaping the digital landscape of healthcare marketing! Job Type : Full-time Pay: ₹10,000.00 - ₹20,000.00 per month Schedule: Day shift Supplemental Pay: Performance bonus Ability to commute/relocate: Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (Required) Application Question(s): what's your current salary in hand per month? How soon can you join our office in gurgaon if you get this opportunity ? Do you have experience in healthcare ? Experience: 2 years (Required) Location: Gurgaon, Haryana (Preferred) Work Location: In person Application Deadline : 30/06/2025 Expected Start Date : 7/07/2025 Job Type: Full-time Pay: ₹10,000.00 - ₹30,000.00 per month Schedule: Day shift Ability to commute/relocate: Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Preferred) Application Question(s): are you comfortable with stipend 30,000 ? Experience: total: 2 years (Preferred) Language: English (Preferred) Location: Gurugram, Haryana (Preferred) Shift availability: Day Shift (Preferred) Willingness to travel: 25% (Preferred) Work Location: In person Application Deadline: 30/06/2025 Expected Start Date: 07/07/2025

Location: Mumbai (Head Office) Department: Customer Experience / E-commerce Operations Reporting to: Quality Lead / CX Manager About The Souled Store: The Souled Store is India’s biggest brand for official licensed merchandise, known for its quirky, youth-centric fashion rooted in pop culture. We’re passionate about delivering a top-notch customer experience both online and offline—and quality plays a key role in that journey. Role Overview: As a Quality Analyst , you will be responsible for monitoring and evaluating customer interactions across support channels (email, chat, calls) to ensure consistent, high-quality service. You will work closely with support agents and team leads to identify improvement areas and uphold brand standards. Role Overview: As a Quality Analyst , you will be responsible for monitoring and evaluating customer interactions across support channels (email, chat, calls) to ensure consistent, high-quality service. You will work closely with support agents and team leads to identify improvement areas and uphold brand standards. Key Responsibilities: Monitor and evaluate inbound/outbound customer interactions (voice, chat, email). Develop and maintain quality checklists and scorecards for assessments. Identify gaps in communication, process adherence, and resolution accuracy. Provide actionable feedback and coaching to agents. Work closely with the training and operations teams to support performance improvement. Publish periodic quality reports and insights with recommendations. Collaborate with cross-functional teams to enhance the customer experience journey. Drive initiatives to improve CSAT/NPS and reduce error rates. Qualifications & Skills: Bachelor’s degree in any field. 1–3 years of experience as a Quality Analyst in customer service or e-commerce. Strong understanding of customer support metrics (CSAT, QA score & Response Times). Excellent written and verbal communication skills. Eye for detail, analytical mindset, and process orientation. Familiarity with CRM/ticketing tools like Freshdesk, Zendesk or similar is a plus. Passion for fashion, pop culture, and youth-driven content is a bonus! Why Join Us? Be part of a young, creative, and fast-growing brand. Work with a passionate team that thrives on innovation and fun. Enjoy exclusive TSS perks, flexible work culture, and a chance to shape India’s fashion future.

Job Title: Senior Support Engineer – India Location: Noida, Uttar Pradesh (Hybrid Work Model) Job Type: Full-time Experience Level: 5–8 Years Department: Technical Support Reports To: Technical Support Manager / Director of Customer Success About Lepide: Lepide is a global provider of enterprise-level data security and compliance solutions, helping organizations safeguard sensitive data, detect insider threats, and meet stringent regulatory requirements. With headquarters in Austin, Texas and a major technology hub in Noida, Lepide offers innovative software solutions used by businesses and government agencies worldwide. We help organizations by providing enterprise level insight into data and the surrounding systems, whether on-premises or in the cloud. Statistically… We have around 1000 customers across 250 countries globally. We have unprecedented customer support with 99% customer satisfaction. We are the fastest growing provider of DCAP in the market today. Role Overview: We are seeking a Senior Support Engineer to lead advanced technical support engagements and serve as a subject matter expert on Lepide’s suite of data security products. This is a customer-facing role requiring deep technical expertise, leadership skills, and the ability to troubleshoot complex enterprise environments. The ideal candidate is a proactive problem solver with experience mentoring junior team members and improving support operations. Key Responsibilities: Provide expert-level technical support to global enterprise customers across various channels (email, phone, remote sessions). Troubleshoot complex deployment, configuration, and performance issues in Windows Server environments, cloud platforms (Microsoft 365, Azure), and hybrid infrastructures. Act as an escalation point for Tier 1 and Tier 2 support engineers and guide them in solving high-priority or sensitive issues. Collaborate with the product development and QA teams to report bugs, provide customer feedback, and test resolutions. Create and maintain technical documentation, knowledge base articles, and SOPs to drive support efficiency. Identify patterns in customer issues and recommend product or process improvements. Contribute to internal training programs and mentor junior engineers on tools, technologies, and customer service best practices. Ensure SLAs and KPIs are consistently met or exceeded. Assist with customer onboarding, implementation guidance, and post-sales technical engagements as needed. Required Qualifications: Bachelor’s degree in Computer Science, IT, or a related field (B.Tech, MCA, etc.). 5–8 years of experience in technical support, preferably in enterprise software, cybersecurity, or infrastructure management domains. Strong technical proficiency in: Windows Server , Active Directory , Group Policy , File Servers Microsoft 365 , Azure AD , Exchange Server , SharePoint SQL Server (basic query writing, troubleshooting connectivity/performance issues) PowerShell scripting for automation and diagnostics Experience with support tools (e.g., Freshdesk, Jira, TeamViewer, Zoho Assist). Exceptional analytical and troubleshooting skills, with the ability to diagnose deeply rooted or uncommon issues. Excellent verbal and written communication skills with a strong focus on customer satisfaction. Preferred Qualifications: Microsoft certifications (e.g., MCSA , MCSE , Azure Administrator Associate ). Exposure to SIEM , data loss prevention (DLP) , or compliance software. Experience working with global customers and in 24x7 support environments. Prior experience supporting or deploying Lepide products is a strong plus. What We Offer: Competitive compensation and annual performance bonuses. Health insurance, wellness programs, and leave benefits. Hybrid work environment with flexibility and autonomy. A collaborative, supportive team culture with mentorship opportunities. Continuous learning opportunities and access to the latest tech in data security.

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us. Job Description Freshworks is seeking a highly skilled and experienced Product Marketing professional to lead initiatives for our Customer Experience (CX) suite of products, with a primary focus on Freshdesk. This role involves developing comprehensive content and executing strategic go-to-market sales plays and programs to enhance product awareness and drive adoption. The ideal candidate will be a passionate and seasoned B2B marketer with a proven track record of creating impactful customer experience (CX) content tailored for Small to Medium Businesses (SMB), mid-market, and enterprise segments. Key Responsibilities: Product Messaging and Positioning: Develop and refine product positioning and messaging that resonates with target customers and effectively differentiates Freshworks' offerings in the market. Product Launch Management: Lead product launches and overall go-to-market strategy. This includes the creation of internal and customer-facing assets such as product pitches, persona cards, product demos, and promotional videos for new feature launches and enhancements. Collaborate with Product Managers to establish a consistent cadence of enablement for monthly product releases. Brand Narrative Development: Craft compelling CX brand narratives that inspire and engage Freshdesk buyers across diverse industries, verticals, and business roles. Sales Enablement Collaboration: Partner with the Sales team to understand and support ongoing enablement needs, ensuring maximum impact of messaging and sales tools. Asset Creation: Produce valuable and actionable enablement assets, including playbooks, deal win case studies, training decks, FAQs, and video content. Qualifications 10+ years of progressive experience in product marketing. Strong understanding of the cloud enterprise application landscape, particularly in Customer Service software or CRM software. Demonstrated enthusiasm and empathy for genuinely improving how businesses serve and engage with their customers. Ability to rapidly synthesize disparate data into a clear strategic position and articulate messaging that connects effectively with both internal stakeholders and external customers. Exceptional storytelling capabilities, with the aptitude to craft compelling narratives, both written and visual, in a clear and straightforward manner. Creative thinker capable of generating innovative marketing ideas, collaborating effectively, and leading cross-functional teams to achieve execution. Excellent communication, presentation, writing, and analytical skills. Meticulous attention to detail and demonstrated people management skills. 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.

Company Overview: Branding Pioneers is a leading digital marketing agency based in Gurgaon, specializing in healthcare marketing. We are seeking a skilled SEO Specialist to join our dynamic team and help elevate our clients' online presence. Position: Query Manager Job Location: Gurgaon, About Branding Pioneers: Branding Pioneers is a premier digital marketing agency specializing in healthcare marketing. Our comprehensive services include SEO, social media marketing, content marketing, and influencer collaborations, all aimed at enhancing our clients' online presence and engagement. brandingpioneers.com Role Overview The Query Manager is responsible for overseeing the end-to-end management of customer or client queries. This role ensures that all incoming concerns, questions, or feedback are resolved efficiently, accurately, and within specified timeframes. The Query Manager also works to improve query-handling processes, maintain high customer satisfaction, and coordinate with internal teams for resolution. Key Responsibilities Monitor, assign, and manage all incoming queries through email, chat, phone, or CRM platforms. Ensure timely and accurate resolution of all customer issues. Coordinate with relevant departments (sales, tech, operations) to resolve escalated queries. Track key metrics like query volume, resolution time, and satisfaction scores. Create and maintain knowledge base documents and FAQ content. Train and guide team members on query-handling protocols. Identify recurring issues and propose process improvements. Generate weekly/monthly reports on query trends and performance. Qualifications Bachelor’s degree in Business Administration, Communications, or a related field. 2+ years of experience in customer support or operations roles. Strong communication and problem-solving skills. Proficiency in using CRM systems (e.g., Zendesk, Freshdesk, Salesforce). Ability to multitask and manage time effectively. Team leadership or coordination experience is a plus. Skills Required Customer-first mindset with excellent interpersonal skills Analytical thinking and attention to detail Strong documentation and reporting skills Calm and professional under pressure Collaborative and adaptable Preferred Tools CRM platforms (e.g., Zoho, Salesforce, Zendesk) Google Workspace or MS Office Ticketing and Helpdesk software Salary: INR 10,000 - 20,000 per month, based on experience. Employment Type: Full-time Application Process: Candidates interested in applying should have a demonstrable track record of successful Google Ads campaigns in healthcare. Those without prior healthcare experience will be required to run a test campaign for 15 days and perform CRO on an existing landing page as part of the evaluation process. Employment Type: Full-time How to Apply: Interested candidates should submit their CV and cover letter detailing their experience and why they are a good fit for the role to the HR department at Branding Pioneers. Applications should be sent via email to brandingpioneers@gmail.com. Join us at Health Pioneers to grow your career while shaping the digital landscape of healthcare marketing! Job Type : Full-time Pay: ₹10,000.00 - ₹20,000.00 per month Schedule: Day shift Supplemental Pay: Performance bonus Ability to commute/relocate: Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (Required) Application Question(s): what's your current salary in hand per month? How soon can you join our office in gurgaon if you get this opportunity ? Do you have experience in healthcare ? Experience: 2 years (Required) Location: Gurgaon, Haryana (Preferred) Work Location: In person Application Deadline : 30/06/2025 Expected Start Date : 7/07/2025 Job Type: Full-time Pay: ₹10,000.00 - ₹30,000.00 per month Schedule: Day shift Ability to commute/relocate: Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Preferred) Application Question(s): are you comfortable with stipend 30,000 ? Experience: total: 2 years (Preferred) Language: English (Preferred) Location: Gurugram, Haryana (Preferred) Shift availability: Day Shift (Preferred) Willingness to travel: 25% (Preferred) Work Location: In person Application Deadline: 30/06/2025 Expected Start Date: 07/07/2025

📝 Job Description: Customer Care Manager Location: Chhatarpur, Delhi Employment Type: Full-Time Department: Customer Success Experience Required: Minimum 2+ years About the Role We are looking for a highly driven and empathetic Customer Care Manager to lead our customer service operations and ensure an exceptional post-sale experience for our clients. The ideal candidate will have proven experience in team handling, managing escalations, and driving customer satisfaction metrics. ✅ Key Responsibilities Lead and manage the customer care team to ensure high performance and productivity. Develop and implement strategies to enhance customer experience, satisfaction, and retention. Handle escalated customer complaints and provide timely resolutions. Monitor key customer service metrics (TAT, NPS, CSAT) and implement improvement plans. Coordinate with internal departments (Sales, Logistics, Technical) to resolve customer issues. Train, coach, and mentor team members for continuous improvement. Analyze customer feedback and trends to identify gaps and recommend solutions. Manage workload planning, shift scheduling, and resource allocation efficiently. Qualifications Mandatory: Graduate (any stream) / Diploma holder / Management studies (preferred) Optional: Additional certifications in customer service or communication are a plus Must-Have Skills Proficient in MS Office (Excel, Word, Outlook) Strong team management and leadership skills Excellent verbal and written communication Conflict management and resolution strategies Critical thinking and decision-making under pressure 💡 Good-to-Have Skills Exposure to CRM systems (Zoho, Salesforce, Freshdesk, etc.) Knowledge of customer lifecycle management Multilingual communication (especially Hindi + English fluency) Working Days & Shift 6 Days Working

Interested candidates can apply and share the resumes at mridula@symbiosisindia.net Key Responsibilities: BPO Vendor Management Own daily operations with outsourced service providers Ensure SLA/KPI adherence, efficiency, and governance (QBRs, escalations) Drive contracts, compliance, and vendor transitions Customer Advocacy & Resolution Champion voice-of-customer in strategic decisions Improve CSAT, NPS, FCR through feedback loops and data analytics Lead root cause initiatives to resolve service friction AI & Digital Enablement Support AI initiatives like chatbots, predictive analytics, and intelligent QA Collaborate with Tech/Product teams for digital-first CX rollouts Enable automation and tech-driven service innovations Leadership & Transformation Lead internal ops team and vendor leaders Implement scalable, documented, standardized processes Serve as a change agent, driving operational excellence through Lean, Six Sigma, and agile practices.

About Rocketlane Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation. Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries. We’re a close-knit team of over 100 passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $45M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners. What will you do? Process Optimization and Best Practices : Identify inefficiencies in customer-facing processes and implement solutions to reduce time-to-value. Create and maintain playbooks for handling customer queries and escalations. Develop, document, and share best practices for running NPS campaigns, customer advocacy programs, nurture, onboarding, QBRs/EBRs etc. Maintain an up-to-date knowledge base for internal and customer use. Document FAQs, troubleshooting steps, and operational workflows. Customer Insights and Analytics : Track key customer metrics by segments (e.g., NPS, churn, engagement, renewals, expansions). Generate insights from customer data to drive retention, expansion and upsell opportunities Support Enablement : Optimize tools like Hubspot, Zendesk, Intercom, or Freshdesk for customer support workflows. Liaise with product and engineering teams to resolve customer issues quickly. Work with marketing on customer education and advocacy programs. You should apply if 2-4 years of experience in problem solving, and applying structured thinking, in a consulting role or in any other analyst/operations roles. Prior experience in customer success, support, or operations in a B2B SaaS company is a plus, not a requirement. Strong analytical skills and ability to work with data is a strong requirement for this role. Knowledge of SQL or BI tools for customer data analysis is a plus. Excellent problem-solving skills, a proactive mindset, and hands-on approach to challenges. High attention to detail with the ability to manage multiple priorities in a fast-paced environment. Good written and verbal communication skills, with the ability to collaborate effectively across teams. Tech savviness, and comfort with CRM and customer support tools (e.g., Hubspot, Salesforce, Zendesk, Intercom). Experience with customer engagement platforms like Gainsight is a nice-to-have Why join us? At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays: Impact and ownership : You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen. Work with the best : We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes. Celebrate wins : Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big. Learn and grow : We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it). Flexibility and balance : While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office).

About the Company At Thrillophilia, we are building the next generation of travel experiences for modern explorers. As one of India’s fastest-growing travel companies, we’ve curated memorable journeys for thousands of travelers. Now, we’re looking for a visionary leader to elevate our customer experience to new heights. Our mission is clear: delight every traveler, every time. About the Role We are seeking a Head of Customer Experience who brings more than just operational management—a leader who leads with empathy, drives strategy with data, and builds systems that scale with the business. In this role, you will own the end-to-end post-sale customer journey, reimagine experience frameworks, and cultivate a high-performing team aligned with Thrillophilia’s customer-first philosophy. This is not just a role—it is an opportunity to join the leadership team and redefine customer experience for the travel industry. Responsibilities Build and lead a world-class customer experience team driven by empathy, responsiveness, and excellence. Identify friction points across the traveler journey and implement long-term, cross-functional solutions. Own and drive key experience metrics such as Turnaround Time (TAT), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and escalation rates. Redesign Standard Operating Procedures (SOPs) in alignment with evolving business needs—such as new destinations, product categories, or policies. Act as the voice of the customer, delivering structured insights to product, operations, sales, and content teams. Design systems for quality control, team training, and performance management. Foster a culture of accountability, empathy, and continuous improvement within the team. Lead crisis communication and resolution for high-impact issues with professionalism and composure. Qualifications 10–12 years of experience in customer experience or customer success, with at least 2 years in a leadership role. Strong strategic and analytical thinker with the ability to execute rapidly. Proven track record of building and scaling teams, driving performance, and managing change. Experience working in startups or fast-paced, high-growth environments. Proficiency in modern CRM and experience tools (e.g., Freshdesk, Salesforce). Data-driven mindset; able to make decisions based on insights, not assumptions. A true leader—inspirational, grounded, and trusted by teams. Preferred Skills Experience in travel, hospitality, or e-commerce industries. Familiarity with ticketing automation, customer journey mapping, or conversational AI. Strong written and verbal communication skills for managing high-stakes escalations and executive-level updates. Why Join Us Be a key driver of customer delight and business impact in a company reshaping the future of travel. Join a passionate, high-ownership team that values integrity, speed, and innovation. Accelerated career growth and a seat at the leadership table. A balanced work culture that blends structure with entrepreneurial agility.

About the Role: We’re looking for a proactive and empathetic Customer Support Representative to join our team. The ideal candidate should have prior experience handling customer queries either via calls or chat ( social media platforms) in the FMCG, beauty, or fashion space. Your role will be to ensure a smooth, friendly, and effective customer experience across all support channels. Key Responsibilities: Respond promptly and professionally to customer queries via call, chat, email, and social media DMs. Address customer concerns, product inquiries, order updates, and post-sales support. Maintain a high level of customer satisfaction through timely and accurate problem-solving. Escalate complex issues to the appropriate internal teams and ensure timely resolution. Update internal systems with customer interactions and relevant feedback. Collaborate with the operations, logistics, and marketing teams to resolve customer issues. Monitor common customer pain points and share insights for product or process improvements. Requirements: 1–2+ years of experience in customer support via call or chat (social media experience preferred). Prior work experience in an FMCG, beauty, fashion, or lifestyle D2C brand is a strong plus. Excellent communication skills in English and Hindi (verbal and written). Customer-centric mindset with a calm and solution-oriented approach. Ability to multitask, prioritize, and manage time effectively. Familiarity with CRM tools (like Freshdesk, Zendesk) and Excel is preferred. What We Offer: A vibrant, collaborative work culture in one of India’s fastest-growing D2C brands. Opportunities for learning, growth, and career progression. Apply at shreya.mallick@foxtale.in

Assist in responding to customer queries through email, chat, or calls. Help troubleshoot user issues related to HR modules like attendance, payroll, onboarding, etc. Support the team in documenting common queries and solutions. Collaborate with cross-functional teams to escalate issues when required. Contribute to improving user help guides, FAQs, and knowledge base content. Learn and utilize tools like CRM/ticketing systems (e.g., Freshdesk, Zendesk). Qualifications Currently pursuing or recently completed a Bachelor’s degree in any discipline. Strong verbal and written communication skills. Interest in HRTech, SaaS, or tech-based customer service. Good problem-solving attitude and willingness to learn Basic understanding of HR processes is a plus. Additional Information Market competitive salary , One of the best ESOP programs, Group health insurance and other financial benefits, Meritocratic culture with the promise of rapid career progression. Experience of a growing company with a focus on personal growth. Opportunity to work with the Founding Team 5 days working from Office (Mon-Fri)

Wrisk is reinventing insurance for today’s digital consumer and helping an outdated industry become relevant again in the process. In the same way that fintech companies have disrupted the traditional banking sector, reimagining financial platforms for a new generation, Wrisk’s founders share a vision for how insurance ought to be: simple, transparent and personal. Bringing together two disparate industries (technology and insurance), they have created an insurance experience like no other, centred squarely around the customer. The result is Wrisk: flexible insurance that adapts to fit your life. Our mobile-first, frictionless platform lets people interact with their insurance provider with the same ease, speed and transparency they’re already used to having with providers in other sectors. Customers can pay monthly, instantly make changes to their cover and bring all their disclosure, payment and claim information together in a single place. Now, with some big brand partners, we are bringing our unique customer experience and platform to market to change how insurance is bought, sold and managed. What we are looking for… We are seeking a diligent and proactive Support Engineer to join our growing team. Your primary responsibility will be to provide third-level support through our Service Desk ticketing system. You will triage incoming requests, ensuring they are properly categorised and prioritised, and either resolve issues directly or escalate them to the appropriate teams. The ideal candidate has experience in customer support, a strong technical background, and a passion for problem-solving. You should be comfortable working in a fast-paced environment, managing multiple requests simultaneously, and providing timely and accurate support to ensure a seamless customer experience. What you’ll do… Service Desk Management: Monitor and manage the Service Desk ticketing system, ensuring all incoming requests are logged, categorised, and prioritised appropriately. First-Level Support: Provide initial support to resolve technical issues, including troubleshooting and guiding users through solutions. Request Triage: Assess the urgency and impact of each request, escalating complex issues to senior engineers or relevant teams as necessary. Customer Communication: Maintain clear and professional communication with users, keeping them informed of the status of their requests and ensuring their issues are resolved promptly. Documentation: Document solutions and workarounds for common issues, contributing to a knowledge base for both users and support staff. Collaboration: Work closely with senior engineers, developers, and other cross-functional teams to ensure that all issues are resolved effectively and efficiently. Continuous Improvement: Identify recurring issues and suggest improvements to reduce the number of support requests and enhance the overall user experience. Requirements Experience Minimum of 4 years of experience in a technical support role, with a focus on providing first-level support. Strong understanding of Service Desk operations and experience using ticketing systems to manage and triage support requests. Technical proficiency in troubleshooting software and database issues, with the ability to quickly diagnose and resolve problems. Excellent communication skills, with the ability to explain technical concepts clearly and concisely to non-technical users. Experience working in a fast-paced environment, managing multiple tasks simultaneously, and prioritising effectively under pressure. Strong customer service orientation, with a focus on delivering high-quality support and ensuring user satisfaction. Ability to work independently, as well as collaboratively with senior engineers and other teams to resolve complex issues. Familiarity with remote support tools and techniques is highly desirable. Skills Required SQL: Strong knowledge of SQL for querying databases to retrieve and analyse data as part of troubleshooting and resolving support requests. Service Desk Tools: Experience with Service Desk ticketing systems, such as JIRA Service Desk, Zendesk, Freshdesk, or similar platforms, for managing support requests and triaging issues. Database Management: Familiarity with database management systems and the ability to perform basic database administration tasks to support troubleshooting efforts. Scripting & Automation: Basic scripting skills (e.g., Python, Bash) to automate routine tasks and streamline support processes, along with proficiency in using API client tooling from scripts or tools like Postman. Remote Support Tools: Proficient in using remote support tools and techniques to assist users in diagnosing and resolving issues. Technical Documentation: Skilled in creating clear and concise technical documentation, including user guides, FAQs, and troubleshooting procedures. Kotlin: Experienced in Kotlin or other JVM based language (with keen attitude to learn Kotlin). Additional Considerations: Experience in driving growth within a scale-up is advantageous. Prior experience in the financial/insurance services sector within secure environments, such as PCI, SOC2, or ISO27001 will be a plus

Job Title: Customer Service Head Location: Koregaon Park, Pune Department: Customer Service Type: Full-Time | On-Site Working Days: Monday - Saturday Shift Timing: 10 AM TO 7 PM About Palmonas: Palmonas is a fast-growing demi-fine jewelry brand redefining everyday luxury. We pride ourselves on exceptional customer experiences and are looking for a Customer Service Head to lead our support team and elevate our customer satisfaction standards. Role Overview: The Customer Service Head will be responsible for managing the entire customer experience journey at Palmonas. This includes overseeing day-to-day support operations, building customer-centric strategies, managing escalations, and ensuring a seamless post-purchase experience across all touchpoints. Key Responsibilities:  Lead and manage the customer service team, including hiring, training, and performance management.  Set and monitor KPIs for customer support (TAT, CSAT, NPS, etc.) and ensure service excellence.  Handle escalated issues and provide resolution with a problem-solving and empathetic approach.  Develop customer experience SOPs and maintain service quality standards across channels (Email, WhatsApp, Instagram DMs, and Calls).  Coordinate with logistics, operations, and warehouse teams to resolve order-related issues efficiently.  Collaborate with marketing and product teams to integrate customer feedback into brand strategy and improvements.  Maintain CRM tools, ticketing systems, and generate regular customer service reports for management review.  Innovate and implement scalable processes to handle increasing customer volume while maintaining personalized service.  Drive loyalty, retention, and post-purchase engagement through superior customer experience. Requirements:  Bachelor’s degree in Business, Communications, or a related field. MBA preferred.  5–7 years of experience in customer service, with at least 2 years in a leadership role (preferably in D2C, fashion, or lifestyle brands).  Excellent communication, interpersonal, and conflict resolution skills.  Strong understanding of CRM and customer support tools like Freshdesk, Zoho, Intercom, etc.  Data-driven mindset with experience in handling high-volume customer interactions.  Ability to lead and motivate a team in a fast-paced environment. Preferred:  Experience in e-commerce or luxury/fashion D2C brands.  Familiarity with returns, exchanges, order fulfilment and end-to-end customer journey management.

Skill required: User-Generated Content Moderation - Content Moderation Designation: Trust & Safety Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.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 world’s 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. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.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 Accenture’s 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 preferred Job 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: o Provide support to customers via live chat on various platforms. o Respond to customer inquiries in a professional and timely manner. o Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns. 2. Issue Resolution: o Identify and resolve customer issues and complaints effectively. o Escalate unresolved issues to higher-level support teams when necessary. o Maintain a calm, positive, and helpful attitude with all customer interactions. 3. Product and Service Knowledge: o Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information. o Provide clear and concise explanations to customers regarding products, services, or policies. 4. Chat Handling: o Manage multiple customer chats simultaneously while maintaining a high level of customer service. o Ensure that chat responses are efficient, clear, and accurate. o Meet performance metrics for response time, resolution time, and customer satisfaction. 5. Documentation: o Document customer interactions accurately in the system. o Log 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: o Work closely with other team members and departments to ensure seamless service delivery. o Share feedback, best practices, and insights with the team leader to improve overall team performance. 7. Quality Assurance: o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies. o Participate in regular training sessions to improve skills and knowledge. ________________________________________ Skills and Qualifications: Skills required Communication Skills Criteria: 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 Ability Criteria: 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 situations Criteria: 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 Mindset Criteria: 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 Learning Criteria: Willingness to learn and adapt

Manage warehousing, shipping & delivery operations. Liaise with couriers. Track shipments & troubleshoot delivery issues. Handle queries, complaints & support tickets. Maintain ticketing log by using "Freshdesk" or "Zoho Desk". Delivery & Feedback. Required Candidate profile Should be excellent in English Writing & Speaking, having pleasant personality, responsive, attention to detail. Excellent command over "excel". Experience in similar position would be advantageous.