Job Description

We’re looking for smart, driven, and customer-obsessed specialists to join our Customer Support team.
In this role, you will act as a trusted technical partner to our customers - owning issue resolution end-to-end and delivering an exceptional customer experience. You will provide dedicated, omnichannel support to high-value customers and leading brands, ensuring timely resolutions and robust customer satisfaction.
This is a high-ownership role that requires technical curiosity, empathy, structured problem-solving, and the ability to collaborate cross-functionally.

Responsibilities:
Take complete ownership of customer-reported issues and drive resolution within defined SLAs.
Diagnose and troubleshoot technical problems, identify root causes, and implement effective solutions or workarounds.




Act as the voice of the customer while collaborating with internal Engineering, Product, and other cross-functional teams.
Escalate complex issues following defined processes and ensure transparent communication throughout the lifecycle.
Provide prompt, accurate, and actionable updates to customers across channels (email, chat, calls, etc.).
Create and maintain documentation, including FAQs and knowledge base articles.
Maintain accurate records of customer interactions, ensuring proper tracking and closure of all issues.
Support high-MRR customers and reputed global brands, delivering a premium support experience.

📌 Senior Product Specialist Bengaluru (India)
🏢 FreshWorks
📍 India