Customer Support Executive

About the Role

This is a full-time, on-site Customer Support Executive role based in Mumbai.

Key Responsibilities

• Handle customer queries across phone, email, chat, and in-app channels, ensuring timely, accurate, and empathetic responses.
• Guide customers through policy details, claims-related questions, and platform usage.
• Escalate complex issues to relevant internal teams.
• Track and document interactions in support tools.
• Follow standard operating procedures.
• Contribute feedback to improve FAQs, help content, and support processes.
• Collaborate closely with product, operations, and technical teams to resolve issues and enhance overall customer satisfaction and trust.

Requirements & Tech Stack

• Customer-facing skills (Customer Support, Customer Service) with the ability to handle queries professionally and empathetically.
• Experience in maintaining high Customer Satisfaction (managing feedback, resolving complaints, follow-up).
• Proficiency in Online Support channels such as email, chat, and in-app messaging with clear and concise written communication.
• Ability to provide basic Technical Support related to app navigation, account access, and simple troubleshooting, coordinating with tech teams.
• Effective verbal and written communication skills in English.
• Strong problem-solving skills, attention to detail, and ability to stay calm under pressure.

Qualifications

• Proficiency in Hindi and/or additional Indian languages is an advantage.
• Prior experience in insurance, fintech, or consumer internet support roles is preferred but not mandatory.
• Bachelor’s degree or equivalent practical experience in a relevant field is beneficial.