Customer Support Specialist

InboxKit | Onsite (Gurgaon) / Hybrid | Full time

About InboxKit

InboxKit is an email infrastructure and deliverability platform that helps B2B 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.

About the Role

We're looking for a Customer Support Specialist 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.

What You'll Do

- Respond to and resolve customer queries and issues across email, phone 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).

What We're Looking For





- 1–4 years of experience in customer support, within a B2B SaaS environment.
- Prior experience supporting B2B SaaS products is preferred only.
- Hands-on experience using Slack for team and customer communication is strongly preferred.
- Demonstrated experience providing support across multiple channels , email, phone/calls, and Slack.
- Strong written and verbal communication skills in English.
- Comfortable working independently and handling ambiguous or technical customer queries.
- Willingness to work in rotational shifts, including UK, US, and graveyard shifts (details below).

Shift Requirements This role requires rotational shift coverage across the following windows (IST):

- UK Shift: 1:00 PM – 10:00 PM IST
- US Shift: 6:00 PM – 3:00 AM IST
- Graveyard Shift: 9:30 PM – 6:30 AM IST

Shifts are assigned on a rotational basis, and candidates should be comfortable working any of the above at different points in the rotation. This is a 6-day working week role, based onsite in Gurgaon / hybrid.

Nice to Have

- Familiarity with email deliverability concepts (SPF, DKIM, DMARC) or outbound tools such as Instantly, Smartlead, HubSpot, or Salesforce.
- Experience working with customers based in the UK and/or US.

Why Join InboxKit You'll be part of a small, fast-moving team solving a problem that matters directly to how B2B companies grow helping their emails actually reach the inbox. You'll work closely with Product and Engineering, and have a direct line of sight into how your feedback shapes the roadmap.

Interested candidates can apply directly through LinkedIn, or reach out to the InboxKit HR team at [email protected].

📌 Customer Support Specialist (Gurugram)
🏢 Inboxkit
📍 Gurugram