Digital Marketing Executive

Job Description: Digital Marketing Executive cum Customer Support

Location: Chennai

Employment Type: Full-Time

Role Overview

We are looking for a dynamic Customer Support cum Digital Marketing Executive with experience or exposure to IT, SaaS, or E-commerce environments. The role combines customer support operations with digital marketing execution, focusing on enhancing customer experience, product adoption, and online brand presence in a technology-driven business.

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Key Responsibilities

Customer Support Responsibilities

Act as the first point of contact for customers via email, chat, ticketing tools, and social media platforms.

Handle product, application, subscription, and order-related queries in a timely and professional manner.

Troubleshoot basic technical or usage-related issues and coordinate with technical teams for advanced support.

Manage support tickets using CRM/helpdesk tools and ensure SLA adherence.

Document customer issues, FAQs, and feedback to support product and process improvements.

Assist with onboarding support, user guidance, and product walkthroughs where required.

Maintain high customer satisfaction (CSAT) and contribute to retention and renewals.

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Digital Marketing Responsibilities (IT / SaaS / E-commerce)

Support execution of digital marketing campaigns across website, email, and social media channels.

Create, schedule, and manage content for platforms such as LinkedIn, Instagram, Facebook, and X.

Assist with SEO activities including keyword research, on-page optimization, and blog coordination.

Manage customer engagement and responses on social media and review platforms.

Support lead generation campaigns, landing pages, and basic marketing automation activities.

Track campaign performance using tools such as Google Analytics, Search Console, and social media insights.

Collaborate with product, sales, and design teams to align marketing messaging.

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Required Skills & Qualifications

Bachelor's degree in Marketing, IT, Business Administration, or a related field.

13 years of experience in customer support, digital marketing, or hybrid roles within IT, SaaS, or E-commerce.

Strong written and verbal communication skills.

Good understanding of SaaS products, digital platforms, or online customer journeys.

Basic knowledge of CRM/helpdesk tools (Zendesk, Freshdesk, Salesforce, etc.).

Familiarity with digital marketing concepts such as SEO, email marketing, and social media marketing.

Ability to multitask, manage priorities, and work in a fast-paced environment.

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Preferred Skills

Experience supporting SaaS products or E-commerce platforms.

Knowledge of subscription-based models, customer onboarding, and lifecycle management.

Exposure to paid ads (Google Ads, Meta Ads, LinkedIn Ads).

Basic understanding of UI/UX or product analytics.

Hands-on experience with marketing automation or email tools is a plus.

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What We Offer

Opportunity to work in a technology-driven and fast-growing organization.

Cross-functional exposure to Customer Experience, Product, and Digital Marketing teams.

Learning and career growth opportunities in IT / SaaS / E-commerce domains.

Competitive compensation and benefits.