Role Summary:
- We are looking for a proactive and energetic Digital Customer Support Executive who will act as the internal point of contact for resolving customer complaints and questions. This is not a client-facing role, but a critical coordination role that ensures all customer queries received from platforms like email, social media, chat, or CRM systems are efficiently routed and resolved by working with internal stakeholders like operations, sales, tech, or product teams.
- This role requires strong ownership, attention to detail, and a ‘get-it-done’ attitude, with a focus on team collaboration
Roles and Responsibilities:
- Internal Coordination
- Act as the central point of contact for incoming customer issues received digitally or by the ground team.
- Collaborate closely with internal departments like Operations, Facilities, IT, Sales, and Finance to ensure timely resolution of customer concerns.
- Ticket Management
- Monitor and update customer queries using Freshdesk ticketing platforms
- Follow up with stakeholders and maintain SLAs (Service Level Agreements) for complaint resolution.
- Issue Escalation & Reporting
- Identify recurring problems or unresolved issues and escalate them to relevant managers.
- Track and report key metrics such as resolution time, pending issues, and team response performance.
Requirements:
- 1 to 3 years of experience in customer support, helpdesk coordination, or operations roles (preferably in a startup or high-growth company).
- Experience working with ticketing systems, Excel/Google Sheets, and basic CRMs or project management tools.
- Exceptional communication skills – both written and verbal.
- Strong interpersonal and negotiation skills – ability to nudge, follow-up, and get things done.
- A “hustler” mindset: proactive, agile, and outcome-driven.
- Strong team player with a collaborative work ethic.
Preferred Qualifications
- Graduate in any discipline.
- Experience in coworking, hospitality, or tech-driven operational environments is a plus.
- Familiarity with platforms like Slack, Notion, Jira, or equivalent.
