Customer Support Executive (Mumbai based only)

About the Role

The Customer Support Executive will provide timely and effective support to Volody’s customers, ensuring smooth use of the CLM platform and high levels of customer satisfaction. This is a full-time, on-site role based in Mumbai.

Key Responsibilities

• Handle customer queries via phone, email, and online channels.
• Resolve customer issues.
• Coordinate with internal technical and product teams.
• Document interactions in support systems.
• Guide customers through product features.
• Troubleshoot basic technical problems.
• Escalate complex issues as needed.
• Contribute to support documentation.
• Share customer feedback with relevant teams.
• Help improve the overall support experience.

Requirements & Tech Stack

• Ability to manage Online Support interactions across email, chat, and ticketing systems.
• Basic Technical Support capabilities.
• Comfort working with SaaS platforms, CRM or support tools, and standard office applications.

Qualifications

• Strong Customer Support and Customer Service skills focused on responsiveness, empathy, and problem-solving.
• Experience in Customer Satisfaction practices, including follow-ups, feedback handling, and relationship management.
• Clear and professional communication skills in English.
• Proficiency in additional regional languages is an advantage.
• Strong organizational skills, attention to detail, and the ability to work in a fast-paced, customer-focused environment.
• Prior experience in software or technology customer support is preferred.
• A bachelor’s degree in any discipline is beneficial.