Customer Support Executive

About the Role

SunCrypto Exchange is seeking a full-time, on-site Customer Support Executive in Jaipur. This role involves responding to customer inquiries across multiple channels, resolving account and transaction issues, and guiding users on SunCrypto's products and services.

Key Responsibilities

• Respond to customer inquiries through multiple channels.
• Resolve account and transaction-related issues.
• Provide guidance on using SunCrypto’s products and services.
• Track and document support requests.
• Escalate technical or complex issues to relevant teams.
• Follow up to ensure timely resolution of issues.
• Maintain high levels of customer satisfaction by providing clear, accurate information about platform features, security practices, and crypto-related questions.
• Collaborate with internal teams to share customer feedback and contribute to the continuous improvement of support processes.

Requirements & Tech Stack

• Customer Support and Customer Service skills.
• Focus on clear communication and problem-solving.
• Customer Satisfaction skills, including empathy, active listening, and professional handling of challenging interactions.
• Online Support capabilities (chat, email, social media, in-app support).
• Technical Support skills for account access, basic troubleshooting, and platform navigation.
• Strong verbal and written communication in English and Hindi (additional languages are an advantage).
• Ability to quickly learn about cryptocurrency concepts, trading workflows, and security best practices.
• Comfort working with ticketing systems, CRM tools, and standard office software.
• Willingness to work in rotational shifts, including weekends and holidays.

Qualifications

• Prior experience in customer-facing roles, preferably in fintech, crypto, or technology environments.
• Minimum of a bachelor’s degree or equivalent practical experience.