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

1. 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 explicit, 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.

2. 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.

3. 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.

4. 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.

📌 Community Manager & Customer Support Executive (India)
🏢 Enlighten Schola
📍 India