At Pocket FM, millions of users come to binge stories every day. Our Customer Support team ensures that every listener gets a smooth, helpful, and reliable experience across touchpoints.

We’re looking for customer-focused professionals who can communicate clearly, solve problems with ownership, and turn user feedback into meaningful insights.

What you’ll do

- Manage user queries across email, chat, app reviews, social media, and other digital channels
- Respond with empathy, clarity, and professionalism
- Handle complaints, escalations, and sensitive cases with ownership
- Resolve issues as per SOPs, quality standards, and timelines
- Track user issues, resolutions, and trends in CRM/support tools
- Identify recurring problems and share insights with product, content, tech, and operations teams
- Coordinate cross-functionally to ensure faster issue resolution

What we’re looking for





- Strong written and verbal communication skills
- Customer-first mindset with valuable problem-solving ability
- Comfort with support tools, CRM systems, and Google Sheets
- Ability to work with data, reports, and customer trends
- Prior experience in customer support, BPO, gaming, entertainment, or digital platforms is preferred
- Freshworks or similar tool experience is a plus
- Bangalore-based candidates are preferred

Additional requirements

- Open to rotational shifts and rotational weekly offs
- Night shift flexibility may be required
- For senior roles, experience in support operations, stakeholder management, and process improvement is preferred

📌 Customer Success Executive (Bengaluru)
🏢 Pocket FM
📍 Bengaluru