Customer Support Associate
Location: Onsite (Gurgaon) / Hybrid | Working Days: 6 days a week
About InboxKit
InboxKit is an email infrastructure and deliverability platform that helps sales and marketing teams get their emails to the inbox, not the spam folder. Our tools cover domain and mailbox setup, warm-up, and ongoing blacklist and reputation monitoring, and integrate with the outbound platforms and CRMs our customers already use.
Role Overview
We're looking for a Customer Support Associate to join our Support team and be the first point of contact for InboxKit customers. You'll troubleshoot product and deliverability questions, work closely with Engineering on escalations, and help maintain the high response standards our B2B customers expect across email, calls, and Slack.
Key Responsibilities
Respond to and resolve customer queries and issues across email, calls, and Slack in a timely, professional manner.
Troubleshoot product and deliverability-related issues (domain setup, warm-up, blacklist alerts)
and escalate complex cases to Engineering when needed.
Maintain accurate records of customer interactions, issues, and resolutions in the support system.
Work rotational shifts to provide coverage across UK, US, and graveyard hours, ensuring customers across time zones receive timely support.
Collaborate with Product and Engineering teams to relay recurring customer feedback and pain points.
Contribute to and help maintain the internal knowledge base and support documentation.
Meet or exceed support KPIs including response time, resolution time, and customer satisfaction (CSAT).
Requirements
3 to 4 years of experience in customer support, preferably within a B2B SaaS setting.
Prior experience supporting B2B SaaS products is strongly preferred.
Hands-on experience using Slack for team and customer communication is strongly preferred.
Demonstrated experience providing support across multiple channel
📌 Customer Support Associate (Gurugram)
🏢 Inboxkit
📍 Gurugram
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