Key Responsibilities:

* Manage high-volume, concurrent live chats and email support queues within
defined Service Level Agreements (SLAs)
* Troubleshoot and resolve complex product, service, and technical complaints
with high First Contact Resolution (FCR)
* Maintain a professional, empathetic, and solution-oriented tone aligned
with the brand voice across all written interactions
* Accurately tag, document, and categorize customer tickets in the customer
relationship management to ensure explicit audit trails and clean reporting data
* Monitor and actively engage with user-generated content, queries, reviews,
and complaints across social platforms (X/Twitter, LinkedIn, Instagram,
Facebook, YouTube), app stores (Google Play, Apple App Store), and public
review portals (Google My Business)
* Identify potential brand risks or viral negative sentiment; implement rapid
de-escalation protocols and escalate to internal stakeholders (PR, Legal,
Product) when necessary
* Turn negative brand sentiment into positive customer advocacy through
swift, transparent, and empathetic public problem resolution
* Act as the tier-II escalation point for unresolved frontline queries,



bug
reports, and edge cases
* Assist team leads in conducting spot-checks, peer ticket audits, and
providing constructive feedback to junior associates
* Document recurring process bottlenecks, customer pain points, and edge
cases to share with Product, Tech, and Quality Assurance teams

Ideal Candidate:

* 4 years of experience in non-voice customer support (email and chat)
* Proven track record handling enterprise or consumer-facing escalations in a
fast-paced environment (E-commerce, Fintech, SaaS, or D2C)
* Should be proficient in platforms such as Zendesk, Freshdesk, Salesforce
Service Cloud, Zoho Desk, or Intercom
* Experience using tools such as Sprinklr, Hootsuite, Sprout Social,
Brandwatch, Locobuzz, or Konnect Insights
* Should have a typing speed of 45–50 WPM with 95% accuracy
* Should be good with grammar, comprehension, tone modulation, and
de-escalation writing skills
* Ability to synthesize complex customer queries quickly and extract
actionable insights from repetitive feedback trends

📌 Senior Associate - Customer Care (Non-Voice) (Jaunpur Sub-District)
🏢 River Mobility
📍 Jaunpur Sub-District