Job Description
Role: Customer Support Executive - Chat Support
nExperience: 1 - 3 years
nQualification: Graduate in any discipline
nIndustry preference: D2C / E-commerce / Fintech
nWork mode: Rotational shifts with rotational weekend offs
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nAbout the role
nWe’re looking for a Customer Support Representative (Chat) who can deliver fast, accurate, and empathetic support to customers through real-time chat.
nThis role is critical to ensuring a seamless customer experience, reducing resolution time, and driving high customer satisfaction while maintaining operational efficiency.
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nWhat you’ll do
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- Handle real-time customer queries through website, app, WhatsApp, and social channels.n
- Provide quick, accurate, and customer-first resolutions.n
- Maintain low First Response Time (FRT) and high First Contact Resolution (FCR).n
- Understand customer issues and provide clear, structured solutions.n
- Identify and escalate complex or high-risk cases to the relevant teams.n
- Maintain accurate ticket documentation and tagging for reporting and analytics.n




- Follow defined SOPs while applying judgment to improve the customer experience.n
- Collaborate with internal teams including Operations, Product, and Logistics to resolve customer issues.n
- Identify recurring issues and proactively highlight opportunities for improvement.n

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nWhat we’re looking for
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- 1-3 years of experience in customer support, preferably in chat or email support.n
- Graduate in any discipline.n
- Experience in D2C, e-commerce, or fintech is a plus.n
- Strong written communication skills - explicit, concise, and customer-friendly.n
- Ability to think quickly and respond effectively in real time.n
- Strong customer empathy and problem-solving skills.n
- Ability to multitask and handle multiple chats simultaneously.n
- Strong attention to detail and process adherence.n
- Basic analytical thinking for diagnosing and resolving issues.n
- Comfortable working in

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