Senior Customer Support Executive

About Zopping

Zopping is a fast-growing SaaS company providing an end-to-end digital commerce platform for offline retailers—from local grocery stores to fashion outlets and electronics showrooms. Our no-code, plug-and play solution allows retailers to go digital effortlessly, manage their inventory, accept online payments, fulfill orders, and connect with customers in one integrated system. We are on a mission to simplify technology for every retailer in India.

Role Overview

We are seeking a Senior Customer Support Executive with 3–5 years of experience in a SaaS or B2B tech environment. The ideal candidate will be the voice of our brand for our customers—retail store owners—who may not be tech-savvy. You’ll be responsible for resolving customer queries, managing support tickets, leveraging CRM systems (primarily Zoho), and driving customer satisfaction with empathy, clarity, and ownership.

This is a customer-facing role requiring hands-on experience with CRM tools, problem-solving skills, and a solid understanding of SaaS support dynamics.

Key Responsibilities

• Act as the primary point of contact for customer queries across channels (phone, WhatsApp, email, CRM tickets).
• Handle escalated issues and provide quick, effective resolutions while maintaining high customer satisfaction.
• Use CRM tools (Zoho CRM or equivalent) to log, track, and manage all interactions and SLAs.
• Understand Zopping's platform deeply to provide accurate technical support and training to customers.
• Collaborate with internal product, engineering, and onboarding teams to relay customer feedback and follow up on open issues.
• Identify common customer pain points and suggest automation or process improvements.
• Create and maintain help guides, FAQs, and knowledge base content tailored for non-technical users.
• Participate in customer success initiatives and upsell/cross-sell opportunities through trust building interactions.

Job Type: Full-time

Pay: ₹500,000.00 - ₹800,000.00 per year

Ability to commute/relocate:

• HSR Layout, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Total Years of Experience
• How many years of Experience do you have in B2B Setup
• How many years of Experience do you have in SaaS Setup
• What Languages are you comfortable with
• Current CTC (In LPA)
• Expected CTC (In LPA)

Work Location: In person

Speak with the employer
+91 8861785101