Customer Support Executive

About Us:

KodeKloud is a fast-growing EdTech SaaS company dedicated to transforming the way businesses and individuals upskill their teams and themselves in DevOps, Cloud Computing, and IT by offering hands-on, practical learning experiences.

Trusted by over 1 million users worldwide and ranked #4 on the Straits Times List of Fastest Growing Companies in 2024, KodeKloud's mission to revolutionize DevOps education is championed by our team of over 100 exceptional individuals across the globe. As trailblazers in the remote-first workforce, we seamlessly blend work from cozy cafes, sunny beaches, mountain retreats, and vibrant citiesor from our company-sponsored home office setups. Meanwhile, our HR team is meticulously planning our next meetup in a unique corner of the globe, where our globally dispersed teams can reconnect, recharge, and rebond. Wondering if you'll fit in Read on!

Role Overview:

We are looking for a customer-focused and detail-oriented Customer Support Executive to support our global user base. This role involves assisting customers through chat and email, resolving product and account-related queries, and ensuring a smooth and positive user experience. The ideal candidate is a strong communicator with a problem-solving mindset, comfortable working with digital tools, and willing to learn and grow in a fast-paced, technology-driven environment.

What You'll Do:

• Handle customer queries via chat and email in a timely, professional, and empathetic manner.
• Troubleshoot product, account, and access-related issues and guide users to effective resolutions.
• Follow defined support processes, SLAs, and quality standards to ensure consistent service delivery.
• Document interactions clearly and maintain accurate ticket records in the support system.
• Collaborate with internal teams to escalate and resolve complex issues when required.

You're a Great Fit If You:

• Enjoy helping people and take pride in delivering a positive customer experience.
• Communicate clearly and confidently in written English.
• Are comfortable learning new tools, products, and processes quickly.
• Stay calm, patient, and solution-focused, even in challenging situations.
• Take ownership of tasks and follow through until issues are resolved.

Bonus Points:

• Prior experience in a SaaS, eLearning, or tech support environment.
• Familiarity with ticketing or CRM tools (HubSpot, Zendesk, Freshdesk, etc.).
• Basic understanding of cloud, DevOps, or IT concepts.
• Experience supporting global customers across different time zones.
• Willingness to work flexible shifts, including evenings or weekends if required.

Why You Should Join Us:

• Fully Remote: Work from anywhereyes, your couch in pajamas is totally fine.
• Big Impact: We're a small team, so your contributions will directly shape our future.
• Lots of Learning: We're growing, and so will youthere's plenty of room to expand your skills and take on new challenges.
• People & Culture: Expect to be surrounded by a bunch of super passionate and pretty awesome people, and a culture of trust and transparency.
• Great Benefits: We care about our people, so our benefits are designed in a way to take care of all aspects of your lifeprofessional growth, productivity, health and wealth.

Disclaimer:

We are an equal opportunity and remote-first employer and welcome applications from all qualified individuals from anywhere in the world. We celebrate diversity and are committed to building an inclusive environment for all employees.