Customer Support Associate

About Lane

Lane is reimagining how India learns driving and experiences car ownership. From structured driving programs to car buying and selling within a trusted community, Lane is building a tech-enabled mobility ecosystem for first-time drivers. With strong early traction and a growing customer base, we are scaling our operations and looking for passionate people to help deliver an exceptional customer experience.

Role Overview

As a Support Associate, you will be the first point of contact for customers and help ensure a smooth experience throughout their journey with Lane. You will assist customers with queries, coordinate with internal teams, and support day-to-day customer operations. This role is ideal for freshers looking to start their career in customer support, operations, or customer success.

Key Responsibilities

Customer Support & Experience

• Respond to customer queries via calls, WhatsApp, and email.
• Assist customers with class scheduling, rescheduling, and general service-related questions.
• Provide timely updates and ensure customer concerns are addressed effectively.
• Maintain a friendly, professional, and customer-first approach.
• Support customers from onboarding to course completion.
• Gather customer feedback and share insights with the team.
• Help improve the overall customer experience through proactive support.

Operations Support, Process & Reporting

• Coordinate with instructors and internal teams for smooth service delivery.
• Maintain accurate records of customer interactions and service requests.
• Update spreadsheets and internal trackers regularly.
• Track daily customer requests and resolutions.
• Assist in preparing basic reports and operational updates.
• Follow standard operating procedures and support process improvements.

Requirements

• Fresher or up to 1 year of experience.
• Good verbal and written communication skills.
• Basic knowledge of MS Excel / Google Sheets.
• Strong willingness to learn and adapt.
• Good organizational and coordination skills.
• Positive attitude and customer-focused mindset.

Preferred Skills

• English communication skills (Hindi/Kannada is a plus).
• Comfortable speaking with customers over calls.
• Ability to work in a fast-paced startup environment.