Role Overview

We are looking for a Customer Support Specialist for our Chat Process who is empathetic, quick-thinking, and thrives in a quick-paced, high-volume environment. You will be the first point of contact for our users across the Tamasha ecosystem, helping them get the most out of our apps while building trust in every interaction. Our users speak many languages, and we want to talk to them in the one they are most comfortable with. Multilingual candidates are strongly preferred. If you love solving problems, communicating with clarity and warmth, and making sure every user feels heard — this role is for you.

Key Responsibilities Chat Support &

- Resolution ▸ Handle inbound user chats across Tamasha apps with prompt, accurate, and empathetic responses ▸ Resolve queries related to account access, coins and recharges, gifting, withdrawals, and app features at first contact wherever possible ▸ Manage multiple concurrent chats while meeting targets for first response time, resolution time, and quality ▸ Communicate with users in their preferred language — Hindi, English, and regional languages Ticketing, Escalation &
- Follow-up ▸ Log every interaction accurately in the CRM / helpdesk tool with clear tagging and notes ▸ Escalate complex, technical, or payment-related issues to the right internal teams with full context, and follow up until closure ▸ Spot recurring issues, bugs, or outages early and flag them to Product, Tech, and Ops User Trust &
- Safety ▸ Handle reports of abusive behaviour, harassment, fraud, or policy violations as per defined SOPs ▸ Guide users on community guidelines, KYC requirements,



and safe usage of the platform ▸ Maintain strict confidentiality of user data and follow all privacy and compliance guidelines Quality &
- Continuous Improvement ▸ Follow SOPs, macros, and tone guidelines while personalising responses to each user ▸ Consistently meet QA, CSAT, and productivity targets; act on coaching and feedback ▸ Contribute to the knowledge base and FAQs by documenting new issues and solutions Voice of the User ▸ Capture user feedback, feature requests, and sentiment trends, and share them with Product and Business teams ▸ Support the team during app releases, campaigns, and peak events with quick, consistent communication What We're Looking For Must-Have ▸ 1–3 years of experience in chat / email / voice customer support, preferably in a consumer app, gaming, or fintech workplace ▸ Excellent written communication in English and Hindi with clear grammar, a friendly tone, and the ability to simplify complex issues ▸ Proficiency in at least one more Indian language (Tamil, Telugu, Kannada, Malayalam, Marathi, Bengali, Gujarati, Punjabi, etc.) is strongly preferred ▸ Typing speed of 35+ WPM with high accuracy; comfortable handling multiple chats at once ▸ Strong empathy, patience, and de-escalation skills with upset or frustrated users ▸ Comfortable working in rotational shifts, including evenings, weekends, and peak live-event hours Nice-to-Have ▸ Hands-on experience with Zendesk, Freshdesk, Freshchat, Intercom, or similar support tools ▸ Experience supporting social, live streaming, or gaming apps ▸ Understanding of payments, wallets, withdrawals, and KYC processes ▸ Fluency in three or more languages ▸ Exposure to content moderation or trust & safety workflows

Work Location: In person

📌 Customer Support Executive (CSE) (HSR Layout)
🏢 Tamasha.live
📍 HSR Layout