Customer Support Executive (Chat & Email)

About the Role

• Enthusiastic Customer Support Executive with 02 years of hands-on experience in chat and email support.
• Act as the direct voice of VeeFly, assisting customers across multiple channels, managing online feedback, and maintaining top-tier service quality.
• Detail-oriented, comfortable handling multiple chats and emails simultaneously.
• Open to working in a flexible 24/7 rotational shift environment within a fast-growing tech startup.

Key Responsibilities

• Multi-Channel Support: Handle 23 live customer chats simultaneously while writing clear, thoughtful, and professional replies to customer email tickets.
• Public Feedback Management: Monitor and respond to customer queries and public feedback across chat, email, social media channels, and online review platforms.
• Customer Satisfaction Ownership: Maintain high CSAT (Customer Satisfaction) scores and minimize DSAT (Customer Dissatisfaction) by resolving issues empathetically, accurately, and end-to-end.
• Cross-Functional Collaboration: Partner directly with internal teams (Product, Tech, and Operations) to track down root causes and resolve customer blockers efficiently.
• 24/7 Rotational Operations: Operate within a 24*7 support setup, adhering to shift schedules that rotate at least once a month.

Requirements & Tech Stack

• Experience: 0 to 2 years of experience in customer support handling live chat and email ticket queues.
• Communication Skills: Excellent written English skills with a strong command of grammar, professional tone, and written etiquette.
• Multitasking & Metric Awareness: Highly detail-oriented with the ability to navigate multiple chat windows without losing track, alongside a clear understanding of CSAT and DSAT metrics.
• Shift Flexibility: Comfortable working in a 24*7 rotational shift model with monthly shift rotations.

Qualifications

• A proactive, empathetic problem-solver who takes complete ownership of issues.

Location: Chakala, Andheri East