Senior Customer Support Executive

Role Overview

We are seeking a Senior Customer Support Executive with 3to 5 years of experience in a SaaS or B2B

tech environment. The ideal candidate will be the voice of our brand for our customersretail store

ownerswho may not be tech-savvy. Youll 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.

Requirements & Skills

• 35 years of experience in customer support, preferably in a SaaS or B2B tech environment.

• Proficiency in Zoho CRM, Freshdesk, HubSpot, or equivalent platforms.

• Strong communication skills in English and at least one regional Indian language (Kannada,

Hindi, Tamil, or Telugu preferred).

• Comfortable dealing with non-tech-savvy customers, especially in traditional retail.

• Proven ability to manage high volumes of tickets with speed and empathy.

• Experience in handling escalations, conflict resolution, and following through until closure.

• Basic understanding of order management, digital payments, and e-commerce workflows is a

plus.

• Strong organizational, analytical, and documentation skills.

• Bachelor's degree in any field (technical background preferred but not mandatory).

What We Offer

• • Opportunity to be part of a growing startup solving real-world problems for Indian retailers.

• • Fast-paced environment with immense learning and ownership.

• • Collaborative and supportive team culture.

• • Competitive salary and performance-based growth path.

• Join Us

• If you're passionate about customer success, love solving problems, and want to help lakhs of retailers

• embrace digital, Zopping is the place for you.