Job Summary

Role Overview: As a Player Experience Partner Support Executive, you'll be the heartbeat of our customer experience across both B2B and B2C.

Responsibilities

- Build Relationships: Foster strong connections with our customers and become their trusted resource for insights and support.

- Onboard Educate: Guide new users over chat and email on how to use the app effectively, make bookings and join games.

- Advocate for the Customer: Serve as the voice of the customer internally, relaying feedback and advocating for their needs to improve our services.

- Collaborate Across Teams: Work closely with product and other teams to ensure a seamless customer journey and contribute to the continuous improvement of our offerings.

- Manage Inbound Communications: Respond to multiple inbound chats and emails, handle player complaints, provide timely resolutions on tickets, and follow up to ensure closure. Inbound calls make up 20% or less of the role.

- Assist with Subscriptions and Services: Address subscription issues, troubleshoot service problems, and offer tailored solutions based on players requirements.

- Gather and Report Feedback: Make regular outbound calls to selected users to gather feedback, and report insights to help improve our services.

- Support Product Development: Share valuable insights on feature adoption and user experience with our product team to improve our offerings.

- Operational Support: Collaborate with various teams on day-to-day operations,



and help create or update processes for more efficient player relations.

- Monitor and Respond to Reviews: Oversee Google Business reviews for selected venues and respond promptly where needed.

- Take Ownership: Demonstrate accountability for all work-related tasks, ensuring high standards of customer service and operational excellence.

- Support Venue Partners: Help our venue partners with complex tasks such as price changes, new facility creation and other support requests, so they can run their businesses more efficiently.

Qualifications

- 0-1 year of experience in customer-facing roles; freshers are welcome too.

- Excellent verbal, written and interpersonal communication skills, with fluency in both English and Hindi.

- Typing speed of 40 WPM with 95% accuracy.

- Self-motivated and willing to learn. An interest in sports and fitness is a bonus.

- Ready to work in a dynamic, fast-paced start-up environment.

Work Timings and Location

- 6-day work week

- Work window: 8:30 AM-10:30 PM (Mon-Fri) and 6:00 AM-11:00 PM (Sat-Sun)

- Saturdays and Sundays are fixed work-from-home days for now.

- Any 8-hour shift within the work window above, with one versatile weekly off

- Shift timing during the training period: 10:00 AM-6:00 PM

- Work location: New Delhi

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Player Experience & Partner Support Executive (New Delhi)
🏢 Hsquare Sports
📍 New Delhi