Location: Bangalore (in-office / hybrid)
Experience: 0-2 years
Function: Customer Support / Customer Experience
Working days: 6 days a week, Tuesday to Sunday, with Monday as the weekly off
Shift: 10:00 AM - 7:00 PM IST
Compensation: ₹3-4 LPA
Reports to: Support Lead

About NeoSapien
NeoSapien is building Neo 1, a wearable personal AI assistant that helps users capture, organise, and search their real-world conversations. We are a fast-growing AI hardware startup, and support is where most customers form their opinion of us. Our customers are real people who have spent real money on a current category of device, and how quickly and clearly we respond to them matters.

Role
We are looking for a Customer Support Executive to be the first voice and first response our customers get. You will spend most of your day on calls and on first-level (L1) tickets: helping customers set up Neo 1, pair it, get the app working, track their order, and raise returns or replacements when needed.
This is a hands-on, high-volume role. You are expected to work the queue well, follow the playbook,



know when to escalate, and never let a customer sit without a response. Weekends are when our customers actually use the device and write to us, which is exactly why this role works Tuesday to Sunday.

What you will do
Handle inbound and outbound customer calls on our cloud telephony system, and log every call outcome
Respond to L1 tickets on Freshdesk across email, WhatsApp, Amazon, and social channels within our response-time targets
Walk customers through standard device and app troubleshooting: charging, Bluetooth pairing, app permissions, connectivity, recording, and transcription basics
Share order and shipment status, chase courier partners for delivery updates, and keep the customer informed proactively
Initiate returns, replacements, and refund requests as per our policy, and coordinate reverse pickups with the operations team
Follow existing SOPs, macros, and canned responses, and flag any

📌 Customer Support Executive (Bengaluru)
🏢 NeoSapien
📍 Bengaluru