About this roleWe are looking for a Customer Support & Operations Executive who can manage day-to-day support for both Customers and Consultants, coordinate with internal teams and ensure that every issue is resolved quickly and professionally.
About the RoleThis is a dual-sided support and operations role.
You will be responsible for:
- Handling customer queries and complaints
- Supporting consultants with operational issues
- Monitoring ongoing sessions
- Handling payment, wallet and recharge-related queries
- Coordinating technical issues with the product/technology team
- Managing escalations
- Following up on pending cases
- Maintaining proper CRM/support records
- Ensuring smooth daily operations on the Vedic Meet platform
The executive should understand the issue, provide the correct resolution or coordinate with the relevant team for closure.
- Consultant SupportAct as the primary operational support person.
Maintain a good relationship with consultants and ensure their operational issues are resolved quickly.
- Live Session MonitoringMonitor important live activities on the platform.
Identify unusual situations and immediately coordinate with the relevant team.
- Escalation ManagementTake ownership of escalated customer and consultant complaints.
Examples
- Customer demanding refund
- Consultant complaining about payout
- Call/chat getting disconnected
- Payment deducted but coins not received
- Customer unable to start consultation
- Consultant unable to accept consultation
- Repeated technical issue
- Serious customer complaint
- Abuse / inappropriate behaviour
- Fraud or suspicious activity
Every escalation should be: Received → Logged → Assigned → Followed Up → Resolved → Closed
Maintain proper notes for every important case.
- Payment & Wallet SupportHandle first-level queries related to:
- Recharge
- Coins
- Wallet balance
- Failed payments
- Payment deducted but recharge not received
- Duplicate transactions
- Refund requests
- Consultation charges
- Consultant earnings
- Payout status
Coordinate with the payment/finance team wherever required.
- CRM & Ticket ManagementMaintain accurate records of:
- Total customer queries
- Total consultant queries
- Open tickets
- Closed tickets
- Pending escalations
- Refund cases
- Payment issues
- Technical issues
- Average resolution time
- Major recurring complaints
Identify repeated issues and highlight them to management. Key KPIsThe candidate will be evaluated on:
Customer Support
- Query Resolution Rate
- First Response Time
- Resolution Time
- Customer Satisfaction
- Escalation Closure Rate
Consultant Support
- Consultant Issue Resolution Time
- Pending Consultant Issues
- Consultant Satisfaction
- Operational Issue Closure
Operations
- Ticket Accuracy
- Follow-up Discipline
- SLA/TAT Adherence
- Number of unresolved cases
- Daily reporting accuracy
Most Important KPIOwnership of the issue until final resolution. The candidate should not simply forward complaints to another team and forget about them.
Required Skills
- Excellent Hindi & English communication
- Good verbal and written communication
- Strong customer-handling skills
- Calm under pressure
- Good listening skills
- Problem-solving mindset
- Robust follow-up skills
- Basic Excel / Google Sheets knowledge
- Basic CRM knowledge
- Comfortable with WhatsApp and support tools
- Ability to multitask
- Good attention to detail
- Rapid learner
- Comfortable working in a startup environment
Preferred CandidateWe are looking for someone who is:
- Customer-friendly
- Responsible
- Proactive
- Patient
- Tech-savvy
- Good at coordination
- Comfortable speaking with customers and consultants
- Comfortable handling angry or frustrated users
- Willing to take ownership
- Comfortable working in a fast-paced startup environment
Freshers with excellent communication and problem-solving skills can also apply. Shift & Work ExpectationsThe candidate should be comfortable with:
- 6-day working week
- Rotational support requirements
- High-volume customer queries
- Weekend support when required
- Handling urgent escalations
- Working with multiple internal teams
Salary₹15,000 per month
Salary will depend on communication skills, experience and overall capability.
Performance-based growth opportunities available.
📌 Customer Support & Operations Executive (New Delhi)
🏢 All India Institute Of Occult Science
📍 New Delhi
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