We are a global technology company hiring Customer Experience Specialists to join our international support team. This is a fully English-language role operating on US Eastern time hours, following the US holiday calendar. Shift schedules vary and may include weekday and/or weekend coverage (details shared during the interview process).
What you will do
- Handle inbound customer inquiries via phone, email, live chat, and social media in fluent English
- Diagnose and resolve product and account issues, escalating cross-functionally when needed
- Maintain high productivity and quality standards (CSAT, resolution time, response time)
- Use internal tools and CRM platforms to manage and document customer interactions
- Collaborate with technical and operations teams to solve complex customer problems
- Work alongside AI-powered support tools to increase efficiency while maintaining a human touch
- Apply de-escalation techniques to manage sensitive, high-stakes customer situations
- Stay up to date with product releases to provide accurate, knowledgeable support
What we are looking for
- Advanced English proficiency (written and verbal) — this role requires near-native fluency; all interactions are conducted exclusively in English with US-based customers
- Willingness to work in a hybrid setup, with at least two days per week on-site at our Delhi NCR office
- Availability to work US Eastern time hours, including occasional weekends
- Proven customer-facing experience in a fast-paced environment (e-commerce, SaaS, or digital services preferred)
- Excellent multitasking and time management skills
- Comfort with CRM or help desk platforms (e.g. Zendesk, Salesforce, Kustomer)
- Strong computer literacy: Google Suite, Microsoft Office, and ability to learn new tools quickly
- Ability to work independently and as part of a global, distributed team
Nice to have
- Experience in a cross-functional call centre or blended support environment
- Familiarity with AI-assisted support or automated ticketing workflows
- Basic design or visual editing skills (Adobe Suite or similar)
- Prior experience with US customers or US-based companies
