Our client is a fast-growing B2B SaaS company whose platform is used daily by hundreds of thousands of users across 100+ enterprise clients. Founded by an award-winning entrepreneur and recognised by leading industry indices and government innovation programs, the company treats support as a growth engine, not a cost centre — clients stay because of how obsessively the team responds.
The Role
You'll be the human behind the in-app chat. When a user raises a query on the app, you own it end-to-end — using AI tools, support documentation, and your own product knowledge to resolve it fast and well. This is an individual contributor role with full ownership of the support queue, based out of the Bengaluru office. You'll be the voice of the product to its users — and the voice of those users back to the product team.
What you'll do
Own the in-app chatbot escalation queue: respond to, troubleshoot, and resolve queries from end users and client stakeholders
Use AI tools and internal support docs to draft accurate, rapid responses — and know when to go beyond the script
Maintain response-time and resolution SLAs; keep CSAT high
Continuously improve the knowledge base: spot recurring queries, write/update help articles, and train the chatbot with better answers
Escalate bugs and product issues to engineering with clear reproduction steps
Share weekly insights with product and customer-facing teams on what users are struggling with
What we're looking for
Exp in customer support, helpdesk, or client servicing — SaaS or app-based product experience preferred
Excellent written English; you write clearly, warmly, and rapid
Hindi + Kannada or another regional language is a robust plus (users are spread across India)
Comfortable with AI tools (ChatGPT/Claude or similar) and support platforms (Freshdesk, Intercom, Zendesk, or in-app chat systems)
Genuinely patient and empathetic — many users are non-technical
Process-minded: you document what you learn so the next answer is faster
Self-driven — this is a solo-ownership role, not a large support team