Senior Customer Support Specialist

What makes Techjays an inspiring place to work:

At Techjays, we are driving the future of artificial intelligence with a bold mission to empower businesses worldwide by helping them build AI solutions that transform industries. As an established leader in the AI space, we combine deep expertise with a collaborative, agile approach to deliver impactful technology that drives meaningful change.

Our global team consists of professionals who have honed their skills at leading companies such as Google, Akamai, NetApp, ADP, Cognizant Consulting, and Capgemini. With engineering teams across the globe, we deliver tailored AI software and services to clients ranging from startups to large-scale enterprises.

Be part of a company that’s pushing the boundaries of digital transformation. At Techjays, you’ll work on exciting projects that redefine industries, innovate with the latest technologies, and contribute to solutions that make a real-world impact. Join us on our journey to shape the future with AI.

Senior Customer Support Specialist

About HireFinch:

Experience

Skills:

Work Location:

Required Skills & Qualifications:

• 4–6 years of experience in customer support or customer success within SaaS or technology products.
• Proven track record of handling complex, technical support cases and escalations.
• Strong communication skills with the ability to manage difficult conversations effectively.
• Experience mentoring or guiding junior support team members.
• Expertise in support tools (Zendesk, Freshdesk, Intercom) and CRM systems.
• Ability to analyze data, identify trends, and drive operational improvements.
• Customer-centric mindset with a passion for problem-solving and delivering value.

Key Responsibilities:

• Handle high-priority and complex customer inquiries with ownership and accountability.
• Lead customer onboarding sessions, training, and webinars to ensure successful adoption of HireFinch.
• Serve as an escalation point for junior support agents, providing guidance and coaching.
• Collaborate closely with Product, Sales, Marketing and Engineering teams to resolve technical issues and improve features.
• Analyze support trends and recommend process improvements for better efficiency and customer satisfaction.
• Maintain and enhance knowledge base content and self-service resources.
• Track and report support metrics (response times, resolution rates, CSAT) and propose improvements.
• Actively contribute to reducing churn and increasing customer retention.
• Support leadership in scaling the support team and defining best practices.

Nice-to-Have:

• Prior experience leading a small support team or acting as a team lead.
• Background in HRTech, recruitment software, or AI-based platforms.
• Familiarity with support automation, chatbots, or AI-driven help desk tools.

What we offer:

• Best in class packages
• Paid holidays and flexible paid time away
• Casual dress code & flexible working environment
• Work in an engaging, fast-paced environment with ample opportunities for professional development.
• Medical Insurance covering self & family up to 4 lakhs per person.
• Diverse and multicultural work environment
• Be part of an innovation-driven culture that provides the support and resources needed to succeed.