Title: Senior Support Executive Experience: 3–6 Years

Gurugram (Work from Office)

We are looking for a customer-obsessed Senior Support Executive to deliver an exceptional post-onboarding experience for our customers. You will also mentor junior support team members, contribute to process improvements, and work closely with Product, Engineering, and Customer Success teams to enhance the overall customer experience.

Serve as the primary point of contact for customer support queries via email, chat, and phone.

Diagnose and resolve customer issues related to product usage, configurations, and workflows.

Own support tickets end-to-end, ensuring timely resolution within defined SLAs.

Mentor and support junior support executives by sharing best practices, reviewing complex cases, and ensuring consistent service quality.

Collaborate with Onboarding, Product, Engineering, and Customer Success teams to identify recurring issues and improve customer experience.

Provide support during critical customer periods such as payroll processing, compliance deadlines, and product renewals.





Continuously identify opportunities to improve support processes, response times, and customer satisfaction.

3 - 6 years of experience in Customer Support, Technical Support, Helpdesk, or Customer Success, preferably in a B2B SaaS environment.

~ Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

~ Experience supporting HRMS, Payroll, HR Tech, ERP, or other SaaS products is preferred.

~ Ability to manage multiple customer issues simultaneously while maintaining high service quality.

~ Experience using ticketing platforms, CRM systems, and customer support tools.

~ Experience mentoring or guiding junior support executives is an added advantage.

Hands-on experience with tools such as Freshdesk, Zendesk, Intercom, Jira, HubSpot, Salesforce, or similar platforms.

Solid collaboration skills across Product, Engineering,

📌 Support & Product Specialist (Gurugram)
🏢 Recrivio
📍 Gurugram