Client Company: US Based NASDAQ Listed Client
Location: Remote (US Eastern Time Zone Alignment Required)
Shift Coverage: Staggered shifts within 7:00 AM – 7:00 PM ET, Monday to Friday (with occasional weekend rotations, TBC)
Support Channels: Email & Chat Only (No phone support)
The Opportunity
We are on a joint mission to empower businesses with secure, high-performance, and healthy email operations. Our client’s premium email verification platform ensures that senders reach real people and protect their sender reputations.
To support these industry-leading platforms, we are building a highly agile, cross-trained, and multi-disciplinary customer support team. In this role, you will enter a team-oriented, close-knit squad of four customer support professionals. You will undergo robust cross-training to support with the platforms, serving as the direct, reactive lifeline to email marketers, senders, and developers worldwide.
Key Responsibilities
Whether entering as a Tier 1 or Tier 2 representative, your daily success and performance will be measured against our core R.E.G.O.



framework:
1. Multi-Brand Support Operations (Tier 1 Focus)
- Reactive Issue Resolution: Manage and resolve incoming support tickets and live chats efficiently, acting as the primary point of contact for our platform.
- Account & Billing Management: Assist users with initial onboarding, account setups, billing issues, platform navigation, and verification credit management.
- SLA Compliance: Meet or exceed team first-response and resolution time goals while maintaining a warm, helpful, and highly professional tone.
- Initial Triage: Identify and troubleshoot general inquiries, escalating complex technical bugs or high-level account disputes to Tier 2 and engineering teams.

2. Advanced Technical Troubleshooting (Tier 2 Focus)
- Technical Escalation: Resolve complex customer inquiries involving API integrations, webhook configurations, database queries, and custom developer setups.
- Deliverabili

📌 Customer Support Representative (India)
🏢 Novaneuron
📍 India