Job DescriptionAbout the Role NThe Customer Support Operations team is responsible for delivering a best-in-class support experience across Cricbuzz and Willow by Cricbuzz products and services. The team manages customer interactions, subscription and payment-related support, escalation handling, operational reporting, and customer experience analytics, while acting as a key bridge between customers and internal Product, Business, Technology, and Operations teams. NKey Responsibilitiesn N Support customers and subscribers across Cricbuzz and Willow by Cricbuzz products through chat, email, web, phone, App Store and Play Store reviews, and social media channels. N Manage customer queries, complaints, tickets, and escalations relating to subscriptions, payments, billing, account management, content access, streaming experience, and product functionality. N Coordinate closely withProduct, Engineering, Business, and Operations teams to ensure timely resolution of customer issues and provide accurate responses to customers. N Take ownership of escalated customer issues and drive them to closure while maintaining high standards of customer satisfaction. N Develop a deep understanding of subscription workflows, payment gateways, digital payment systems, streaming products, and customer journeys. N Monitor ticket queues, operational performance, response times, and SLA adherence to ensure an exceptional support experience.



N Gather and analyse large volumes of customer interactions and support data to identify recurring issues, product gaps, and operational inefficiencies. N Provide actionable feedback to Product, Technology, and Business teams to improve customer experience, reduce support volumes, and prevent repeat issues from surfacing. N Prepare and share status updates, weekly reports, and customer experience insights with stakeholders. N Contribute to process improvements, automation initiatives, and knowledge management to enhance overall operational efficiency. NnRequirementsn N Bachelor's or Master's degree. N 2+ years of proven experience in Customer Support Operations, Payment Gateway Operations, Customer Service, Technical Support, Subscription Services, or equivalent high-performance operational support environments. N Robust understanding ofdigital products, subscription businesses, payment gateways, and customer lifecycle management. N Experience handling customer escalations and working with cross-functional teams to drive issue resolution. N Excellent analytical and problem-solving skills with the ability to identify trends and derive actionable insights from customer data. N Strong communication and stakeholder management skills. N Proven ability to manage multiple priorities in a fast-paced environment. N Strong ownership mindset with a focus on customer satisfaction, operational excellence, and continuous improvement. N

📌 Customer Support Executive (Karnataka)
🏢 cricbuzz.com
📍 Karnataka