Job Title Subject Matter Expert SME - Customer Support Location Remote Job Type Full-time Department Customer Support Operations Reports To Customer Support Manager Director of Operations Job Summary The Subject Matter Expert SME - Customer Support is responsible for providing expert-level knowledge guidance and support in the area of customer service This role ensures that customer support agents are equipped with the skills resources and insights necessary to deliver outstanding service The SME acts as a bridge between the customer service team and other departments such as product training and quality assurance Key Responsibilities Serve as a go-to expert on products services and customer support processes Assist customer support agents with complex or escalated inquiries Analyze customer feedback and support data to identify trends pain points and training needs Collaborate with training teams to develop or update knowledge base articles FAQs SOPs and training materials Monitor the implementation of best practices across customer interactions Participate in the onboarding and upskilling of new and existing support staff Partner with QA teams to review calls chats tickets and ensure quality and consistency Liaise with product and engineering teams to stay updated on product updates and changes Provide feedback and suggestions to improve customer experience and operational efficiency Qualifications Bachelor s degree in Business Communications or a related field preferred 3 years of experience in customer support including at least 1 year in a leadership or SME role Deep understanding of customer service principles and tools e g Zendesk Salesforce Freshdesk Excellent communication problem-solving and analytical skills Ability to work cross-functionally and influence without authority Robust organizational skills and attention to detail Preferred Skills Experience in a contact center or BPO environment Familiarity with CRM platforms and knowledge base tools Ability to conduct training sessions and coach teams Strong documentation and process-mapping skills Interested candidates can share cv at career togwe com Job Type Full-time Pay 9 988 92 - 15 000 00 per month Benefits Provident Fund Work from home Schedule Rotational shift Supplemental Pay Performance bonus Experience SME - CS 2 years Required Customer support 1 year Preferred Language Hindi Required English Required Work Location Remote

📌 Customer Support - Sme (India)
🏢 Poonam Sharma
📍 India