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Senior Associate - Customer Care (Non-Voice)

River Mobility
Bengaluru

Posted:16 hours ago

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Job Description

Team: Response

Location: River HQ, Bengaluru

Key Responsibilities:

  • Manage high-volume, concurrent live chats and email support queues within defined Service Level Agreements (SLAs)
  • Troubleshoot and resolve complex product, service, and technical complaints with high First Contact Resolution (FCR)
  • Maintain a professional, empathetic, and solution-oriented tone aligned with the brand voice across all written interactions
  • Accurately tag, document, and categorize customer tickets in the customer relationship management to ensure clear audit trails and clean reporting data
  • Monitor and actively engage with user-generated content, queries, reviews, and complaints across social platforms (X/Twitter, LinkedIn, Instagram, Facebook, YouTube), app stores (Google Play, Apple App Store), and public review portals (Google My Business)
  • Identify potential brand risks or viral negative sentiment; implement rapid de-escalation protocols and escalate to internal stakeholders (PR, Legal, Product) when necessary
  • Turn negative brand sentiment into positive customer advocacy through swift, transparent, and empathetic public problem resolution
  • Act as the tier-II escalation point for unresolved frontline queries, bug reports, and edge cases
  • Assist team leads in conducting spot-checks, peer ticket audits, and providing constructive feedback to junior associates
  • Document recurring process bottlenecks, customer pain points, and edge cases to share with Product, Tech, and Quality Assurance teams

Ideal Candidate:

  • 4 years of experience in non-voice customer support (email and chat)
  • Proven track record handling enterprise or consumer-facing escalations in a fast-paced environment (E-commerce, Fintech, SaaS, or D2C)
  • Should be proficient in platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, or Intercom
  • Experience using tools such as Sprinklr, Hootsuite, Sprout Social, Brandwatch, Locobuzz, or Konnect Insights
  • Should have a typing speed of 45–50 WPM with 95% accuracy
  • Should be good with grammar, comprehension, tone modulation, and de-escalation writing skills
  • Ability to synthesize complex customer queries quickly and extract actionable insights from repetitive feedback trends

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Skills Required

Customer Care NON Voice Email Support Service Level Product Service Customer Relationship Management Quality Assurance Customer Support Email & Chat E-commerce Saas Salesforce Service Cloud

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