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 fast-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 support documentation.
- Prepare regular support reports and dashboards using Google Sheets/Excel and translate data into actionable insights.
- Help improve support quality and consistency through process improvements, documentation, and feedback loops.

What We’re Looking ForExperience

- 1–4 years of full-time experience in technical/customer support, preferably in a SaaS or technology product company.
- Experience managing and resolving tickets across multiple support channels such as email and chat.
- Demonstrated ability to consistently work against SLA and support performance targets.
- Experience handling disputes, escalations, and complex customer issues.
- Prior experience with a payment solutions platform or payment-related support is a plus.

Education

- A technical degree such as B.Sc. (Computer Science), BCA, B.Tech, or equivalent is a plus, but not mandatory.
- Candidates with strong relevant experience in technical/customer support are encouraged to apply.

Tools & Technical Skills

- Proficient in Google Sheets / Microsoft Excel for reporting, analysis, and tracking.




- Hands-on experience with at least one CRM/helpdesk platform such as Freshworks, Salesforce, ServiceNow, Zoho, or Zendesk.
- Basic understanding of HTML, Python, JavaScript, or similar programming concepts is a plus.
- Comfortable troubleshooting technical/product issues and understanding how SaaS products work.

Soft Skills

- Excellent written and verbal communication.
- Strong customer-centric approach with the ability to communicate clearly and empathetically.
- Strong cross-functional coordination and stakeholder management skills.
- High level of ownership and accountability.
- Strong analytical and problem-solving ability.
- Comfortable working in a high-volume, rapid-paced environment.

Why Join Exly?

At Exly, this role goes beyond simply resolving customer tickets. You will have the opportunity to build, improve, and scale customer experience processes in a growing SaaS business.

What You Can Expect

- High ownership: Own meaningful customer experience initiatives and see the direct impact of your work.
- Learning & growth: Develop expertise across SaaS support, customer experience, payments, product troubleshooting, analytics, and support operations.
- Process ownership: Get opportunities to improve workflows, SLAs, escalation processes, knowledge bases, and support operations.
- Fast-paced environment: Work in a growing company where your ideas and initiatives can have a visible impact.
- Great incentive opportunities — get rewarded for strong performance and delivering results.

If you enjoy solving customer problems, working with technology, analysing data, and building better support experiences, we’d love to hear from you.

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