Customer Support Specialist

About the Role

Swish is building the next generation of food delivery, delivering fresh, affordable meals rapidly through a vertically integrated model.

Key Responsibilities

• Be the first point of contact for Swish customers across calls, chats, and other support channels.
• Understand customer issues and resolve queries quickly and effectively.
• Handle concerns related to orders, deliveries, payments, refunds, food quality, and cancellations.
• Coordinate closely with kitchen, rider, and operations teams to resolve customer issues.
• Take ownership of customer complaints from start to resolution and ensure timely closure.
• Identify recurring customer issues and share insights with relevant teams to improve the overall experience.
• Maintain accurate records of customer interactions and follow defined support processes.
• Handle difficult or escalated customer situations with patience, empathy, and good judgment.
• Help build a fast, reliable, and customer-first support experience as Swish scales.

Requirements & Tech Stack

• Work From Office role based in Bengaluru.
• Rotational shifts scheduled between 7:00 AM and 4:00 AM.
• Comfortable working across different shift timings based on business requirements.
• Weekly offs provided between Monday and Friday on a rotational basis.
• Comfortable working Saturdays, Sundays, and public holidays as part of the regular work schedule.

Qualifications

• 0-3+ years of experience in customer support, customer experience, operations, or a similar role.
• Strong verbal and written communication skills.
• Comfortable speaking with customers over calls and handling chat-based conversations.
• Strong problem-solving ability and attention to detail.
• Ability to stay calm and empathetic while handling difficult customers.
• Comfortable working in a fast-paced startup environment.
• Willingness to work in shifts, including weekends, based on business requirements.
• Fluency in English and Hindi.
• Knowledge of Kannada is a plus.