Panel Care & Query Management Senior Executive

Company: A global market research firm

Location: Chennai, India

Industry: Market research

Seniority: Senior Executive

Employment type: Full time

Experience: 4 to 6 years

Reporting line: Panel team lead

About the company A global market research firm with consumer research operations across Southeast Asia. We are building a new team in Chennai to support our work across the region.

The role

We are looking for a hands-on panel care specialist to own how we respond to the queries and complaints of our panellists across Southeast Asia.

You will manage a high-volume support operation across several Southeast Asian markets through a ticketing system, using AI-assisted tools to respond quickly and consistently while keeping quality and empathy high.

This is a Senior Executive role. It has no direct reports initially, but you will own the panel care processes, tools and vendors. As volumes grow, Panel Support Executives will be added to the panel care team.

The role suits someone who enjoys being hands-on with day-to-day queries while also owning the processes, workflows and reporting that make panel care scale.

What you will do

Query and complaint management

- Own the end-to-end handling of panellist queries and complaints through a ticketing and helpdesk platform (e.g. Zendesk, Freshdesk or similar), covering helpdesk and email enquiries.
- Set up and manage triage, prioritisation and service level agreements (SLAs), and escalate rewards, account and technical issues to the right internal teams for timely resolution.
- Handle payout disputes, investigating reward and payout complaints and resolving them with the Panel Operations & Data Manager, who owns incentive and rewards operations.
- Apply awareness of fraud and quality checks when handling queries, flagging suspicious accounts or activity to the Panel Operations & Data Manager.

App store reviews
- Monitor and reply to reviews of our panel app on the app stores, following agreed tone and escalation guidelines, and pass recurring issues to the product team.

Social media replies
- Reply to panellist comments and messages on our social media channels, following agreed tone and escalation guidelines and coordinating with Marketing on public or sensitive posts.

Privacy requests and data protection
- Handle panellist privacy requests, such as requests to access,



correct or delete personal data or to withdraw consent, within required timeframes and in line with applicable data protection laws, including the Personal Data Protection Act (PDPA), Indonesia's Personal Data Protection (PDP) law and the company's data policy.
- Make sure tickets, AI tools and support vendors handle personal data securely and only as needed to resolve queries.

AI-assisted and multilingual support at scale
- Design and maintain AI-assisted response workflows, templates and a knowledge base that enable high-volume replies, with human quality review to ensure accuracy and tone.
- Deliver consistent, culturally appropriate support across our Southeast Asian markets, using AI-assisted translation, with quality checks on AI-drafted replies in each language.
- Continuously improve response quality, speed and consistency by refining templates, macros and AI prompts based on panellist feedback and outcomes.

Monitoring and reporting
- Monitor and report on query volumes, response times, themes, panellist satisfaction (CSAT) and recurring panellist-experience issues.
- Feed findings from queries, complaints and panellist satisfaction surveys back to the product, rewards and engagement teams to address root causes and improve the panellist experience.

Process, tools and vendor ownership
- Own panel care processes, tools and vendors, including the ticketing tool, knowledge base and any outsourced support partners, setting clear standards for tone, accuracy and turnaround.
- Organise weekend and public-holiday cover through a rota, so that urgent queries are handled within SLA.
- Document and improve panel care processes and playbooks so that service quality can scale with the panel, and prepare onboarding and training for Panel Support Executives as they join.

What you will bring
- 4 to 6 years of experience in customer support, community care or helpdesk operations, ideally in a consumer-facing digital business, with ownership of processes, tools or vendors.




- Hands-on experience with ticketing and helpdesk platforms (e.g. Zendesk, Freshdesk or similar), including setting up workflows, macros, tags and reporting, plus social inbox and app store review tools, Google Workspace and Slack.
- Practical experience using AI-assisted response tools or automation to manage high volumes of customer queries, with a strong eye for quality control.
- Excellent written and spoken English (essential). You will support panellists across our Southeast Asian markets using AI-assisted translation, so Southeast Asian languages are not required, though one is a plus.
- A data-driven approach, comfortable tracking SLAs, CSAT and query trends and turning them into clear actions.
- A track record of improving support processes, knowledge bases or service workflows.
- Comfortable working in a high-volume setting while staying calm, empathetic and accurate.
- Strong judgement in handling sensitive complaints, payout disputes and escalations, and the ability to work effectively with product, rewards and operations teams.
- Highly organised and proactive, able to work independently with regional, cross-market teams.

Nice to have
- Experience in consumer mobile applications, online communities, loyalty programmes, rewards platforms or market research panels.
- Experience managing app store reviews and social media community responses.
- Experience handling privacy or data subject requests under the PDPA, Indonesia's PDP law or similar regulations.
- Exposure to fraud detection or quality checks in a rewards or online panel environment.
- Experience building or managing a multilingual knowledge base or self-service help centre.
- Experience working with outsourced support vendors across multiple markets.

Working arrangements
- Working hours: Flexible, with some overlap with Southeast Asian business hours. The role works with teams across Southeast Asia; India Standard Time (IST) is 1.5 to 2.5 hours behind the Southeast Asian markets we work with.
- Location: Chennai, India
- Work arrangement: To be confirmed: remote, hybrid or a co-working desk in Chennai
- Weekend cover: Occasional weekend and public-holiday cover on a rota (typically one weekend a month, a few hours a day), with time off in lieu.
- Travel: None required
- Start date: January or February 2027

📌 Panel Care & Query Management Senior Executive (Chennai)
🏢 A global market research firm
📍 Chennai