- 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 new 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- Follow existing SOPs, macros, and canned responses, and flag any that are outdated or unclear
- Tag and categorise tickets correctly so reporting stays clean
- Escalate to the Support Lead promptly on anything outside L1: suspected product defects, angry or escalated customers, refund or policy exceptions, and any legal or consumer-forum mention
- Follow up on your own open tickets daily so nothing goes stale over a weekend or a holiday

Requirements

- 0-2 years in customer support, customer care, voice process, or a customer-facing retail or D2C role. Freshers with strong communication will be considered.
- Comfortable spending a large part of the day on the phone. This is a voice-first role.
- Fluent spoken and written English, and fluent spoken Hindi.
- Able to explain a technical step simply and patiently to a non-technical customer, and to repeat it a third time without losing patience
- Basic comfort with smartphones, Bluetooth pairing, and mobile apps on both Android and iOS
- Working knowledge of Google Sheets or Excel, and the ability to pick up a ticketing tool quickly
- Willing and able to work Tuesday to Sunday with Monday off. Please only apply if this genuinely works for you.
- Dependable and consistent. In support, someone who shows up every day and closes their queue beats someone brilliant and erratic.

Valuable to Have

- Prior experience on Freshdesk, Zoho Desk, or a similar ticketing tool
- Prior experience with a hardware, IoT, wearable, or app-connected product
- Fluency in additional Indian languages, particularly Kannada, Tamil, Telugu, Marathi, or Bengali
- Exposure to Shopify, Amazon Seller Central, or courier platforms like Shiprocket, Delhivery, or Bluedart
- Experience in a startup or D2C brand where processes were still being figured out

📌 Customer Support Executive (Voice + (Bengaluru)
🏢 NeoSapien
📍 Bengaluru