SENIOR CUSTOMER SUPPORT SPECIALIST

Location: Pune, Bangalore Function: Customer Support (HR, Benefits, Payroll,
Billing & Account Operations)

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JOB OVERVIEW

We are building a high-performing Support team committed to helping customers
realize the full potential of Multiplier. We are looking for a customer-focused
Senior Customer Support Specialist who will play a critical role in driving
customer satisfaction and success globally.

With 4+ years of experience in SaaS, Payroll, or HRIS, you will own complex
customer issues end-to-end, build solid customer relationships, drive product
adoption, and collaborate closely with internal teams to continuously improve
the customer experience.

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WHAT YOU’LL DO

Customer Support & Issue Resolution

* Own the end-to-end resolution of customer issues while delivering an
outstanding support experience.

* Engage with customers via email, chat,



and video conferencing to troubleshoot
and resolve issues efficiently.

* Act as a product expert, providing deep platform knowledge and guidance to
help customers succeed.

* Manage escalations, de-escalate complex situations, and drive timely
resolutions using platform and industry expertise.

Cross-Functional Collaboration

* Partner closely with Product and Engineering teams to share customer feedback
and contribute to product and experience improvements.

* Act as a bridge between customers and internal stakeholders to ensure
alignment and clarity.

Documentation & Knowledge Management

* Create clear, structured, and comprehensive process documentation to support
internal teams and improve operational efficiency.

* Contribute to customer-facing knowledge bases, including best practices,
troubleshooting guides, and product updates.

Subject Matter Expertise

* Become a go-to product and process expert for both customers an

📌 Senior Specialist, Customer Support (Bengaluru)
🏢 Multiplier Technologies Private
📍 Bengaluru