Customer Support Executive (Mumbai based only)

Company Description

Volody is a global provider of AI-powered Contract Lifecycle Management (CLM) software that helps enterprises and legal professionals digitize and automate contract processes. Its configurable, cloud-based platform turns scattered, legacy contracts into strategic assets stored in a centralized repository. The solution enables teams to manage renewal dates, obligations, and terms, while automatically flagging risky clauses for better compliance and risk control. By streamlining workflows, digital signatures, and contract review, Volody helps organizations expedite contracting by up to 70% and reduce administrative costs by more than 35%. Founded by experienced finance and legal professionals with backgrounds in leading global corporations, Volody is focused on transforming how businesses manage contracts.

Role Description

The Customer Support Executive will provide timely and effective support to Volody's customers, ensuring smooth use of the CLM platform and high levels of customer satisfaction. Day-to-day responsibilities include handling customer queries via phone, email, and online channels, resolving issues, coordinating with internal technical and product teams, and documenting interactions in support systems. The role involves guiding customers through product features, troubleshooting basic technical problems, and escalating complex issues as needed. The Customer Support Executive will also contribute to support documentation, share customer feedback with relevant teams, and help improve the overall support experience. This is a full-time, on-site role based in Mumbai.

Qualifications

• Strong Customer Support and Customer Service skills focused on responsiveness, empathy, and problem-solving.
• Experience in Customer Satisfaction practices, including follow-ups, feedback handling, and relationship management.
• Ability to manage Online Support interactions across email, chat, and ticketing systems.
• Basic Technical Support capabilities to understand software workflows, troubleshoot user issues, and coordinate with technical teams.
• Clear and professional communication skills in English; proficiency in additional regional languages is an advantage.
• Comfort working with SaaS platforms, CRM or support tools, and standard office applications.
• Strong organizational skills, attention to detail, and the ability to work in a fast-paced, customer-focused environment.
• Prior experience in software or technology customer support is preferred; a bachelor's degree in any discipline is beneficial.