Job Title: Community Manager &

- Customer Support Executive

Job Type: Full time, Permanent

Work Mode: Remote (Work from Home –

- Anywhere in India)

Working Days: Monday to Saturday

Working Hours: Day Shift, approximately 9:00 AM to 6:00 PM IST

Sunday: Week Off

Experience: Minimum 1 Year

Job Overview

We are looking for a disciplined, customer-focused and proactive Community Manager &

- Customer Support Executive to manage customer queries, provide support to international users, and maintain an active online community.

The candidate will act as a bridge between customers and internal teams by resolving queries, handling complaints, coordinating technical issues, collecting customer feedback and ensuring a smooth customer experience.

The role involves primarily written communication through email, support tickets and online community platforms.

Key Responsibilities

- Customer Support
- Handle customer queries through support tickets, email and contact inbox.
- Resolve issues related to account access, login, subscriptions, payments, invoices, refunds and cancellations.
- Provide clear, professional and timely responses to customer queries.
- Troubleshoot customer issues step by step and collect relevant details, screenshots and error information.
- Coordinate with internal technical teams for unresolved issues and follow up until resolution.
- Maintain proper records of customer interactions, complaints and resolutions.
- Handle refund and cancellation requests according to company policies and approval procedures.
- Community Management
- Manage and monitor online communities, including discussion forums and Discord.
- Respond to unanswered messages and customer discussions.
- Publish announcements, updates, polls and engagement activities.
- Encourage community participation and maintain a positive environment.
- Collect customer feedback, suggestions, feature requests and reported issues.
- Coordinate with internal teams and communicate updates or resolutions to community members.
- Product Knowledge &
- Coordination




- Understand the company's products, services and platform features.
- Explain product functionality and basic technical issues to customers in simple language.
- Stay updated about new product launches, updates and features.
- Coordinate with developers and internal teams to communicate customer-reported bugs and technical issues.
- Assist customers in understanding platform features and available resources.
- Support Process &
- Reporting
- Create and maintain customer support templates, FAQs and help articles.
- Maintain support logs, ticket categories and issue-resolution records.
- Prepare weekly reports covering customer queries, resolved tickets, pending issues, complaints and feedback.
- Monitor response times and ensure no customer query remains unattended.
- Work with AI-based support tools to improve response quality and customer experience.
- Suggest improvements in customer support processes and internal workflows.

Required Skills &

- Qualifications

- Minimum 1 year of experience in Customer Support, Email Support, Chat Support, Community Management or Client Servicing.
- Excellent written English communication skills.
- Good spoken English communication skills.
- Experience handling international customers will be preferred.
- Strong problem-solving and customer-handling abilities.
- Good follow-up, coordination and organizational skills.
- Ability to work independently and take ownership of responsibilities.
- Comfortable using Google Sheets, Slack and online communication tools.
- Ability to learn new software, products and technologies quickly.

Preferred Experience

- Experience in SaaS, Fintech, EdTech,



E-commerce or subscription-based businesses.
- Familiarity with Discord, online forums or community management platforms.
- Knowledge of customer support tools such as Zendesk, Freshdesk, HubSpot or Odoo.
- Familiarity with Stripe, PayPal or Razorpay payment systems.
- Basic knowledge of TradingView, financial markets or trading platforms.
- Experience using AI tools such as ChatGPT or Claude.
- Experience preparing FAQs, help documentation and customer support reports.

Important Requirements

- Candidates must be comfortable working remotely from home.
- Must be available for Monday to Saturday, day-shift working hours.
- Must have a stable internet connection, a quiet working environment and power backup.
- Strong written English is essential.
- The role primarily involves email, chat, tickets and community support rather than voice-based calling.

Skills: customer experience management,it service management,international business,community management,customer communication,customer retention strategies,customer experience,customer,customer support,product communication,international voice process,crm,fintech,global application support,customer success technology,hubspot sales,e-commerce,saas,query resolution,customer retention,slack,overseas experience,english,zendesk,freshdesk,customer success metrics,subscription management,customer success tools,customer success management,international support,customer experience transformation,customer experience analysis,international exposure,customer experience strategy,crm software,international clients,communication,community support,customer success planning,edtech,hubspot crm,international acquisitions,international process,hubspot,hubspot marketing,customer engagement,google sheets,product complaints,international bpo,customer relationship management,global client management,technical support,international management experience,global telecommunications,customer relationship management (crm),global communications

📌 Community Manager & Customer Support Executive (India)
🏢 Enlighten Hacks - Community for Growth
📍 India