Job Title : Customer Support Executive - B2B SaaS / Omnichannel Support

Location : Noida, Uttar Pradesh

Job Type : Full time, Permanent

Experience Required : 0 - 1 Year (Freshers welcome)

Role Overview

This position features clear Key Result Areas (KRAs) and Key Performance Indicators (KPIs) focused on resolution speed, account ownership, customer satisfaction, and proactive problem-solving.

About the Platform

We operate a category-leading business communication platform that unifies corporate calls, WhatsApp marketing, and AI-powered chat and voice bots into a single, intelligent, no-code system. Trusted by over 12,000 brands globally, our infrastructure helps enterprises streamline their communication workflows, accelerate response times, and scale customer engagement efficiently.

Key Responsibilities

- SLA & Metric Adherence : Aim to resolve the majority of client issues within 4 business hours, maintaining a high First Contact Resolution (FCR) rate for calls and a rapid First Response Time (FRT) for chat queues.
- Customer Experience & Satisfaction : Deliver a highly positive, empathetic, and solution-oriented support journey. Maintain target Customer Satisfaction (CSAT) scores by setting accurate expectations and ensuring clients fully understand the resolution before closing the ticket.
- End-to-End Ownership : Take complete accountability for assigned tickets from opening to final resolution, avoiding unnecessary escalations through active first-touch troubleshooting.
- Identifying Revenue Signals :



Proactively spot qualified account expansion, feature upgrade, or cross-sell opportunities during customer conversations based on their pain points, seamlessly passing these leads to Account Managers.
- CRM & Process Hygiene : Follow established support workflows and communication guidelines, keeping the CRM database updated with comprehensive context and documentation.

RequirementsMust-Have Skills :

- Communication : Strong verbal and written communication skills in English (proficiency in Hindi or other regional languages is a distinct plus).
- Operational Adaptability : Proven ability to multitask fluidly across active phone lines, live chat windows, and open ticketing dashboards.
- Tech Comfort : Comfortable learning and navigating internal CRM software and customer support metric dashboards.
- Flexibility : Willingness to operate in rotational shift patterns, including weekend coverage based on roster requirements.

Good-to-Have Skills :

- Foundational experience or exposure to B2B SaaS, telecom helpdesks, or tech-support customer service roles.
- Familiarity handling modern omnichannel support platforms or cloud communication tools.

Behavioral Expectations :

- Highly target-driven, comfortable working with scorecards, and receptive to regular coaching.
- A collaborative team player who interfaces effectively with Team Leads and Account Managers to solve recurring problems.

Pay: ₹250,000.00 - ₹450,000.00 per year

Work Location: In person

📌 Customer Support ExecutiveB Saas (Noida)
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