A growing player in Customer Experience and Business Process Outsourcing (BPO) focused on high-volume, chat-first customer support for consumer-facing brands across e-commerce, fintech and SaaS. We deliver fast, accurate responses via web and app chat channels while maintaining SLAs, CSAT targets and efficient ticket resolution.
Primary job title (best-performing): Chat Support Executive
Role & Responsibilities
- Manage high-volume inbound and outbound chat conversations across web and mobile, resolving customer queries within defined SLAs.
- Maintain excellent written clarity and CSAT by achieving high first-contact resolution and timely follow-ups.
- Log, update and close tickets in the CRM/ticketing system; escalate complex issues to appropriate teams and track resolutions.
- Create and update knowledge-base articles and standard response templates to improve response consistency and speed.
- Identify recurring customer issues and collaborate with product, operations and QA to drive process and product improvements.
- Adhere to shift schedules, quality guidelines, data privacy and security policies in an on-site contact center environment.
Skills & Qualifications
Must-Have
- Excellent written English with strong grammar and clarity for chat communication
- Proven experience in chat-based customer support or contact center roles
- High typing speed with accuracy and ability to multitask across multiple chat windows
- Hands-on experience with ticketing systems and CRM workflows
- Ability to follow escalation protocols and manage case ownership until closure
- Willingness to work on-site in India and operate in rotational shift patterns
Preferred
- Familiarity with Zendesk or Freshdesk
- Experience with Intercom or LiveChat platforms
- Prior customer support exposure in e-commerce, fintech or SaaS domains
Benefits & Culture Highlights
- Structured training and clear career progression within customer experience and operations roles
- On-site team collaboration, performance-linked incentives and shift allowances
- Focus on continuous learning, quality coaching and recognition for high CSAT performers
Skills: zendesk,intercom,customer support,customer,freshdesk,escalation management,chat,crm
