Company: Selfanimate

Website: www.selfanimate.com

Department: Customer Support

Position: Customer Support Executive

Employment Type: Full-Time

Location: Lucknow

Reporting To: Customer Support Manager / Business Head

About SelfanimateSelfanimate is an online video maker that allows customers to create customized videos using professionally designed templates. Customers can personalize videos with their own text, photographs, videos and music and create content for weddings, birthdays, festivals, invitations, greetings and business purposes.

Selfanimate also provides customer assistance for video creation, template customization, account-related queries and technical issues.

Job SummaryWe are looking for a customer-focused and technically comfortable Customer Support Executive who can assist customers throughout their Selfanimate experience—from selecting a template and customizing their video to payment, rendering, downloading and sharing the final video.

The candidate will be responsible for resolving customer queries promptly and professionally through email, chat, WhatsApp and support tickets.

Key Responsibilities1. Customer Query Management

· Respond to customer queries through email, chat, WhatsApp and other available support channels.

· Understand customer requirements and provide accurate solutions.

· Assist customers with creating and customizing videos.

· Guide customers through the Selfanimate platform and its features.

2. Technical Support

· Help customers troubleshoot issues related to:

o Login/sign-up o Template selection o Text editing o Image/video uploads o Music/audio o Video preview o Rendering o Payment o Downloading o Sharing

· Identify technical issues and escalate them to the technical/product team where required.

3. Order & Payment Support

· Assist customers with payment-related queries.

· Help customers understand order status and video rendering.





· Handle issues related to downloads and purchased videos.

· Coordinate with the concerned team for payment or transaction-related issues.

4. Video Customization Assistance

· Guide customers on replacing text, uploading photographs/videos and selecting music.

· Explain available customization options such as layouts, fonts, colours and other features.

· Help customers understand preview, editing and finalization procedures.

5. Support Ticket Management

· Monitor and respond to customer support tickets.

· Maintain proper records of customer complaints and resolutions.

· Follow up on unresolved issues until closure.

· Escalate high-priority or recurring issues to the appropriate department.

6. Customer Experience

· Maintain a polite, empathetic and skilled tone while communicating with customers.

· Handle dissatisfied customers calmly and professionally.

· Take ownership of customer issues until an appropriate resolution is provided.

· Collect customer feedback and identify recurring pain points.

7. Internal Coordination

· Coordinate with the technical, design, marketing and operations teams to resolve customer issues.

· Report recurring technical or usability problems to the concerned team.

· Communicate customer feedback that can help improve Selfanimate’s products and services.

8. Documentation & Reporting

· Maintain daily records of customer queries, complaints and resolutions.

· Prepare daily/weekly support reports.

· Track common issues and identify opportunities for process improvement.





· Maintain accurate customer communication and ticket records.

Required Skills· Excellent verbal and written communication skills.

· Strong customer service orientation.

· Good problem-solving and troubleshooting ability.

· Comfortable using websites, web applications and digital tools.

· Basic understanding of video editing/customization platforms.

· Good knowledge of email, chat and WhatsApp communication.

· Ability to explain technical processes in simple language.

· Patience and ability to handle difficult customers.

· Good typing speed and computer skills.

· Ability to work independently as well as in a team.

Qualification & ExperienceQualification: Graduate in any discipline. A degree/diploma in Computer Applications, IT, Management or a related field would be an advantage.

Experience: 0–2 years in customer support, technical support, e-commerce support, SaaS support or a similar role.

Freshers: Candidates with excellent communication skills and strong computer knowledge may also be considered.

Key Performance Indicators (KPIs)· First Response Time (FRT).

· Average Resolution Time (ART).

· Customer Satisfaction (CSAT).

· Number of tickets resolved.

· First Contact Resolution (FCR).

· Customer complaint escalation rate.

· Ticket closure rate.

· Accuracy of responses.

· Customer retention and positive feedback.

· Quality and completeness of support documentation.

Ideal CandidateThe ideal candidate should be patient, solution-oriented, technologically comfortable and customer-friendly. The person should be able to understand a customer’s problem quickly and explain the solution in a simple, step-by-step manner.

- Since Selfanimate supports customers in creating and customizing videos and provides support through digital channels, strong communication combined with basic technical troubleshooting skills is particularly important.

📌 Customer Support Executive (Lucknow)
🏢 Selfanimate
📍 Lucknow