2 - 4 yearsTotal Experience

01Positions

RemoteLocation

Key Responsibilities

- Be the first response for customer questions over email and chat during EST hours — onboarding help, product questions, and technical issues.

- Guide non-technical customers through the flow: describing their idea, approving the scope, reviewing the mockup, and understanding what "greenlit" means.

- Triage and resolve day-to-day issues yourself; for anything deeper, reproduce the problem and write it up clearly for the engineering team.

- Own the escalation path — get guarantee-related cases (for example, a build that didn't pass verification) and payment issues to the right person quickly, and keep the customer informed the whole way.

- Handle billing and payment questions, and coordinate refunds or adjustments according to policy (you flag and route these, not process them unilaterally).

- Spot recurring problems and feed them back to product, so common questions get designed out of existence.

- Keep our help docs and saved replies current, and help shape the support playbook as we grow.

- Hold our voice — plain, honest, no hype — and our promise that customers can always get help without pressure.

Required Skills

- 2–4 years in customer support for a software, SaaS, or technical product.

- Must be available to provide support during EST working hours, from 6:30 PM to 3:30 AM IST.

- Excellent written English — clear, warm, and concise. Most support is written, with some live conversation.

- Able to reliably work US Eastern hours,



with dependable internet for real-time support.

- Technical fluency: you understand how web and mobile apps work well enough to triage an issue, read a bug report, and talk to engineers — without needing to be a developer yourself.

- A calm, ownership mindset: you handle a frustrated customer well and follow through to a resolution.

- Good judgment about when to solve and when to escalate, and comfort saying "I don't know yet — here's what I'll do to find out."

Good to Have

- Experience supporting a product with SLAs, warranties, or guarantees.

- Familiarity with AI app-builders (Lovable, Bolt, Base44, and similar) or no-code / low-code tools.

- Experience writing help-center articles or a knowledge base.

- Basic comfort reading logs, HTML, or app previews.

Connect

Join Us!

Unleash your creativity and harness the most up-to-date advancements to craft exciting and cutting-edge projects.

5 Days a Week

We want to maintain a work-life balance with a 5-days a week

Internal & External Event

Both internal & external events allows employees to experience something new

Skill Learning and Enchantments

Develop your expertise and acquire current knowledge that boost career prospects.

Growth Opportunity

Providing an invaluable opportunity to foster growth in your specific abilities.

Employee First

We treat our employees as a valuable asset of our company

Positive Environment

Seniors are supportive and colleagues are friendly with one another

📌 Customer Support Executive (India)
🏢 Solution Analysts
📍 India