Customer Support Executive

About Company

Unolo is a fast-growing B2B SaaS company focused on providing innovative field force management solutions to companies and their field executives. With an impressive client roster including industry leaders such as Uber, Adani, Hero, Amul, Reliance, Intel, and NoBroker, we are dedicated to delivering cohesive and efficient work experiences. As a dynamic company, we value teamwork, technological excellence, and a passion for problem-solving.

Role Summary:

Handle customer support tickets, ensure timely responses and resolutions, maintain SLA adherence, and deliver high-quality customer communication.

Key Responsibilities

Manage and resolve assigned customer support tickets.

Maintain First Response Time (FRT) and resolution timelines.

Ensure accurate ticket closure to minimize reopens and reassignments.

Communicate clearly, professionally, and empathetically with customers.

Coordinate with Product, Tech, and CS teams for faster resolutions.

Contribute to FAQs and internal knowledge base documentation.

Key Performance Metrics

Tickets resolved vs assigned

First Response Time (FRT)

Average resolution time

SLA adherence

Ticket reopen and reassignment rate

Requirements

Strong written and verbal communication skills.

Customer-first mindset with strong ownership.

Experience on Freshdesk will be preferred.