About the Role
Great stories captivate audiences.
Seamless support ensures they stay engaged—every step of the way.
At Pocket FM, millions of users binge stories daily. When their experience needs support, we ensure it ends on a high note—with empathy, clarity, and speed.
Your mission: to deliver exceptional customer support experiences, resolve user concerns efficiently, and help improve the overall product through actionable insights.
Are you someone who understands people, communicates clearly, and enjoys solving problems in fast-paced environments Do you take ownership and care deeply about user experience
We're looking for a Customer Support Executive who can manage user interactions, handle escalations, and bring structure and quality to support operations. This isn't just about answering queries—it's about creating meaningful user experiences.
What You'll Be Doing
- Customer Experience Owner:Handle end-to-end user interactions across channels—email, chat, app reviews, and social media—ensuring timely and empathetic responses.
- Communication Champion:Understand user concerns, emotions, and intent to deliver clear, human, and effective resolutions.
- Escalation Manager:Manage complex queries and social media escalations while maintaining brand voice and user trust.
- Process & SLA Driver:Resolve issues efficiently while adhering to defined SOPs, quality benchmarks, and response timelines.
- Data & Documentation Specialist:Log all interactions accurately in CRM tools, ensuring proper tracking and documentation of issues and resolutions.
- Insight Generator:Identify recurring issues, trends, and user pain points, and share actionable insights with Product, Tech, and Content teams.
- Collaboration Partner:Work closely with cross-functional teams to resolve issues and improve the overall user experience.
- Process Improver:Continuously look for ways to improve workflows, reduce response time, and enhance support quality.
What We're Looking For
- 1–3 years of experience in Customer Support / Operations / similar roles
- Strong written and verbal communication skills
- High empathy and problem-solving ability (EQ + IQ balance)
- Experience with CRM/support tools (Freshworks or similar)
- Good working knowledge of Google Sheets / data tracking
- Ability to handle multiple queries and stakeholders simultaneously
- Ownership mindset with attention to detail
- Comfortable working in rotational shifts (including night shifts)
Nice-to-Have
- Experience in consumer internet / media-tech / UGC platforms
- Exposure to handling social media escalations
- Ability to analyze support trends and user behavior
Why Join Us
- Be part of a fast-growing global storytelling platform
- Work closely with product, content, and tech teams
- High-impact role with strong ownership and growth opportunities
- Opportunity to shape user experience at scale
