Job Summary

The Senior Support Executive will provide timely, effective, and customer-focused support to clients using our platform. This role supports a smooth post-onboarding experience by resolving issues, answering questions, and maintaining high customer satisfaction. The Senior Support Executive will also guide and mentor junior support team members to help ensure consistent service quality and productive issue resolution.

Key Responsibilities

- Act as the primary point of contact for customer support queries via email, chat, or calls.
- Understand customer issues related to product usage, configuration, or workflows and provide accurate resolutions.
- Offer step-by-step guidance to customers to help them use the platform effectively.
- Provide day-to-day guidance to junior support team members, helping them resolve customer queries, share best practices, and maintain consistent service quality.
- Troubleshoot issues and escalate complex technical or product-related problems to internal teams when necessary.
- Track, document, and manage support tickets to ensure timely resolution within defined service-level agreements (SLAs).
- Follow up with customers to confirm issue resolution and ensure satisfaction.
- Collaborate with onboarding, product,



and engineering teams to share customer feedback and recurring issues.
- Maintain clear documentation of common issues, FAQs, and solutions.
- Support customers during critical usage periods, such as payroll cycles, compliance deadlines, or renewals, where applicable.

Qualifications

- Skills:
- Excellent written and verbal communication skills
- Strong problem-solving abilities and attention to detail
- Strong customer service orientation
- Proficiency in technical troubleshooting
- Experience with ticketing systems and CRM platforms
- Familiarity with virtual communication platforms
- Ability to manage multiple tasks and prioritize effectively
- Ability to quickly acquire and apply product knowledge

- Education: Bachelor's degree in a relevant field or equivalent practical experience.
- Attributes: Customer-first mindset, patience, empathy, ownership, willingness to learn, adaptability, and the ability to mentor junior staff.

Benefits

- Competitive salary and benefits package
- Opportunity to work with a growing SaaS product
- Professional development and training opportunities
- Collaborative and supportive work environment

How to Apply

Interested candidates are encouraged to click the “Apply Now” button to submit their application.

📌 Senior Support Executive (Delhi)
🏢 One75mbhrm
📍 Delhi