User Support Executive

Job Description: User support executive
Reports to: Marketing Director

No Names is a highly curated, members-only socialising app designed for people who don’t have time to waste. We’re looking for a quick-thinking, empathetic, and well-spoken User Support Executive who can be the voice of the brand across platforms - DMs, chat, calls, and emails.

You’ll be solving real-time user issues, offering clarity, and managing tricky situations with tact and discretion. From helping someone understand how to get approved, to calming down a stressed-out user before a plan . your job is to keep things smooth, human, and on-brand.

Responsibilities:

1. Handle user queries across Instagram DMs, in-app chat, support email, and calls.

2. Track and respond to queries related to:

· Profile approvals or rejections

· Memberships, payments, refunds (incl. NN Away, Showstopper, Supernova)

· Feature access (messaging, ETA, SOS, limited requests)

· Plan updates, cancellations, and confusion

3. Offer clear, empathetic, and solution oriented replies without sounding robotic.

4. Escalate critical issues or user cases to the Committee or Product Team as needed.

5. Maintain and update internal query logs and resolution sheets.

6. Suggest FAQs, templates, or help centre content based on recurring queries.

7. Join support calls with users when needed (calm tone, problem-first approach).

8. Ensure alignment with No Names’ premium, discreet, and respectful tone at all times.

Requirements:

1. Excellent written and spoken English.

2. Calm and confident communication, especially under pressure.

3. Experience with social media & CRM tools (Freshdesk, Intercom, Meta Inbox, etc. preferred).

4. Comfort in dealing with high-profile or privacy-sensitive users.

5. Smart decision-making, knowing when to say no, when to escalate, and when to solve.

6. Education from a well-regarded college preferred (communication/hospitality/media background a plus).

7. 1+ year in a customer-facing or support role preferred.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance

Shift:

• Morning shift

Work Days:

• Monday to Friday

Language:

• English (Required)

Work Location: In person