Customer Experience Specialist
Location: Gurgaon
Experience: 1–4 years
Function: Customer Experience / Customer Support
Employment Type: Full-time
About Exly
Exly is a SaaS platform that enables creators, coaches, consultants, and businesses to manage and grow their digital businesses. As we scale, we’re looking for a Customer Experience Specialist who can ensure our customers receive fast, effective, and high-quality support across our high-volume support channels.
This is an opportunity to work in a rapid-paced, product-led environment where you will have a direct impact on how customers experience Exly and how our support function scales.
About the Role
As a Customer Experience Manager, you will be responsible for managing and improving customer support operations across high-volume channels such as email and chat.
You will own support performance against SLAs, help resolve complex customer issues and disputes, identify recurring problems, and work closely with Tech and Customer Success teams to improve the overall customer experience.




The ideal candidate is someone who is comfortable working in a fast-paced SaaS environment, understands support metrics and processes, and combines strong problem-solving skills with excellent customer communication.
Key Responsibilities
Manage and monitor customer support across high-volume channels, including email and chat.
Ensure customer queries and issues are resolved within defined SLA and turnaround-time targets.
Handle escalations, complex cases, and customer/payment-related disputes with strong ownership.
Track and analyse key support metrics such as SLA adherence, AHT, CSAT, ticket volumes, resolution time, and backlog.
Identify recurring customer issues and work with Product and Engineering teams to drive root-cause resolution.
Identify opportunities to improve support workflows, processes, and the overall customer experience.
Contribute to creating, maintaining, and improving Knowledge Base (KB) articles, FAQs, and supp

📌 Customer Experience Specialist (India)
🏢 Exly (YC W19)
📍 India