Location: Remote-first | Work from Office as required
Shift: Rotational Shifts
Experience: 1-3 Years
Employment Type: Full time
About the Role
We are looking for a Customer & Partner Support Executive to manage customer and partner queries across international, including non-English-speaking, markets.
You will own support requests from first response through resolution, ensuring timely and accurate responses while working closely with internal teams to resolve issues. This is a SLA- and metrics-driven role, with primary focus on First Response Time (FRT) and Resolution TAT (RTAT).
Key Responsibilities
- Handle customer and partner queries through email, chat, ticketing and other support channels.
- Own tickets end-to-end and ensure timely resolution within defined FRT and RTAT.
- Prioritise tickets, manage ageing cases and proactively follow up to prevent SLA breaches.
- Support international customers/partners across non-English-speaking geographies using online translation tools.
- Translate and interpret customer communication accurately while maintaining context and tone.
- Coordinate with Product, Technology, Operations, Finance and other teams for issue resolution.
- Maintain accurate ticket updates, documentation and escalation details.
- Use Excel to maintain trackers, analyse ticket data, monitor ageing and prepare operational MIS.
- Identify recurring issues and contribute to process and support improvements.
What We're Looking For
- 13 years of experience in customer support, partner support, helpdesk or service operations.
- Strong written and verbal English communication skills.
- Good to advanced proficiency in Microsoft Excel — Pivot Tables, XLOOKUP/VLOOKUP, filters and basic data analysis.
- Comfortable using online translation tools such as Google Translate, DeepL or equivalent.
- Strong problem-solving, ownership and follow-up skills.
- Ability to work in a high-volume, SLA-driven environment.
- Comfortable working independently in a remote setup.
- Willingness to work in rotational shifts supporting international markets.
- Experience with international customers/partners or knowledge of an additional language is an advantage.
Key KPIs First Response Time (FRT) | Resolution TAT (RTAT) | SLA Adherence | Ticket Quality | Backlog & Ageing