**About the Role**
We are looking for a highly driven Senior Executive Customer Support who can independently own customer interactions from first contact through final resolution.This is a hands-on role for someone who enjoys solving problems, taking accountability, and ensuring that every customer receives a seamless and positive experience. You will be expected to manage queries, complaints, escalations, and complex cases end-to-end while coordinating with internal teams to drive timely resolutions.We operate in a fast-paced, technology and AI-focused startup environment, so we are looking for someone who is adaptable, proactive, comfortable with new tools, and constantly looking for smarter ways to improve the customer experience.
**What You'll Do**
* Take end-to-end ownership of customer queries, complaints, and escalations across chat, email, social media, and other support channels.
* Own customer cases from the first interaction until complete resolution, ensuring timely follow-ups and clear communication throughout.
* Deliver an exceptional customer experience with a strong focus on CSAT, first-contact resolution, response time, and resolution time.
* Independently investigate customer issues, identify the root cause, and determine the best possible resolution.
* Handle difficult or sensitive customer situations with empathy, professionalism, and sound judgment.
* Proactively coordinate with Billing, Technology, Operations, other internal teams to resolve customer concerns.
* Identify recurring customer pain points and escalate systemic issues before they impact more customers.
* Maintain high standards of communication quality, accuracy, tone, and professionalism across all interactions.
* Work comfortably with CRM platforms, ticketing systems, dashboards, automation tools, and AI-enabled customer support technologies.
* Take ownership beyond assigned tickets whenever required to ensure the customer receives the right outcome.
**What We're Looking For**
* Bachelor's degree or equivalent professional experience.
* 2+ years of experience in Customer Support / Customer Service, preferably within an e-commerce, technology, consumer internet, or fast-paced startup environment.
* Proven ability to independently manage customer cases and complex escalations.
* Excellent written and verbal communication skills.
* Comfortable working with customer support metrics such as CSAT, NPS, SLA, response time, resolution time, and FCR.
* Strong working knowledge of CRM, chat, email, and ticketing platforms.
* Experience handling customers over chat.
**What will make you a good fit for this role?**
* Customer First: You genuinely care about finding the best possible resolution for the customer.
* Ownership Mindset: You don't simply forward problems, you stay accountable until they are solved.
* Independent Execution: You are comfortable making decisions, prioritizing cases, and moving things forward without constant supervision.
* Problem Solver: You look beyond the immediate complaint to understand and solve the underlying problem.
**What You'll Get**
* The opportunity to take meaningful ownership of the end-to-end customer experience.
* Freedom to identify problems and contribute ideas that directly improve customer experience and operational efficiency.
* Strong opportunities for learning, responsibility, and career growth.
Visa sponsorship is offered for this role.
