Role: Customer Support Executive - Chat Support Experience: 1 - 3 years Qualification: Graduate in any discipline Industry preference: D2C / E-commerce / Fintech Work mode: Rotational shifts with rotational weekend offs About the role We’re looking for a Customer Support Representative (Chat) who can deliver fast, accurate, and empathetic support to customers through real-time chat. This role is critical to ensuring a seamless customer experience, reducing resolution time, and driving high customer satisfaction while maintaining operational efficiency. What you’ll do - Handle real-time customer queries through website, app, WhatsApp, and social channels.

- Provide quick, accurate, and customer-first resolutions.
- Maintain low First Response Time (FRT) and high First Contact Resolution (FCR).
- Understand customer issues and provide clear, structured solutions.
- Identify and escalate complex or high-risk cases to the relevant teams.
- Maintain accurate ticket documentation and tagging for reporting and analytics.
- Follow defined SOPs while applying judgment to improve the customer experience.
- Collaborate with internal teams including Operations, Product, and Logistics to resolve customer issues.
- Identify recurring issues and proactively highlight opportunities for improvement.



What we’re looking for - 1-3 years of experience in customer support, preferably in chat or email support.
- Graduate in any discipline.
- Experience in D2C, e-commerce, or fintech is a plus.
- Strong written communication skills - clear, concise, and customer-friendly.
- Ability to think quickly and respond effectively in real time.
- Strong customer empathy and problem-solving skills.
- Ability to multitask and handle multiple chats simultaneously.
- Strong attention to detail and process adherence.
- Basic analytical thinking for diagnosing and resolving issues.
- Comfortable working in a quick-paced, metric-driven environment. Tools & systems - Experience with chat and support tools such as Freshdesk, Freshchat, or CRM platforms is preferred.
- Familiarity with ticketing systems, tagging, and support workflows is a plus.

Working conditions - Flexible to work in rotational shifts.

- Comfortable with weekend working and rotational offs. Why join - Opportunity to be part of a high-growth, customer-first organization.
- Exposure to real-time customer interactions and problem-solving.
- Opportunity to grow into quality, training, or operations roles.

📌 Customer Support Executive - Chat (Yelahanka)
🏢 Ember Cookware
📍 Yelahanka