Job Title: Customer Support Executive - B2B SaaS / Omnichannel Support

Location: Noida, Uttar Pradesh

Job Type: Full time, Permanent

Experience Required: 0 - 1 Year (Freshers welcome)

Role Overview

This position features clear Key Result Areas (KRAs) and Key Performance Indicators (KPIs) focused on resolution speed, account ownership, customer satisfaction, and proactive problem-solving.

About the Platform

We operate a category-leading business communication platform that unifies corporate calls, WhatsApp marketing, and AI-powered chat and voice bots into a single, intelligent, no-code system. Trusted by over 12,000 brands globally, our infrastructure helps enterprises streamline their communication workflows, accelerate response times, and scale customer engagement efficiently.

Key Responsibilities
- SLA & Metric Adherence: Aim to resolve the majority of client issues within 4 business hours, maintaining a high First Contact Resolution (FCR) rate for calls and a rapid First Response Time (FRT) for chat queues.
- Customer Experience & Satisfaction:



Deliver a highly positive, empathetic, and solution-oriented support journey. Maintain target Customer Satisfaction (CSAT) scores by setting accurate expectations and ensuring clients fully understand the resolution before closing the ticket.
- End-to-End Ownership: Take complete accountability for assigned tickets from opening to final resolution, avoiding unnecessary escalations through active first-touch troubleshooting.
- Identifying Revenue Signals: Proactively spot qualified account expansion, feature upgrade, or cross-sell opportunities during customer conversations based on their pain points, seamlessly passing these leads to Account Managers.
- CRM & Process Hygiene: Follow established support workflows and communication guidelines, keeping the CRM database updated with comprehensive context and documentation.

RequirementsMust-Have Skills:
- Communication: Strong verbal and written communication skills i

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