Customer Support Specialist

What do we do 

Were at the forefront of one of the most exciting evolutions of our generation - remote employment. No longer do employers have to hire limited to geographies, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. However, they need digital solutions to help them streamline the process, invest in engagement and build world-class teams, globally.


Were backed by some of the best in the game (Sequoia, DST, and Tiger Global), led by domain level experts, scaling massively, and seeking brilliant like minded enthusiasts to join our team.

Whats the opportunity 

Core responsibility of a Customer Support Specialist is to action transactional requests raised by Multiplier customers/members & provide ideal resolution relying on the processes laid out. Customer Satisfaction and one-call resolution would be the key metric to be achieved. Our KPIs should be 2 hour response time and 6 hour resolution

Key Requirements:
 Respond to customer queries in a timely and accurate manner, mostly via intercom and Zendesk
 Identify customer and member needs and help them use specific product features.
 Analyze and report product malfunctions (by testing different scenarios or impersonating users)
 Share feature requests and effective workarounds with product team members
 Inform customers and members about new features and functionalities along with solving customer queries
 Constantly track customer and member pain points and provide process-related improvement ideas
 Ensure member and customer satisfaction is achieved as the top priority focusing on strong NPS and MSAT.
 Provide 6 hour resolution to all tickets and queries.
 Be the first to defend and resolve all queries and tickets.
 Maintain 0 open tickets per day

Pre-requisites (Must have)
 Very strong problem solving skills & decision making ability
 High attention to detail
 Customer centric thinking (think first in users shoes)
 Very good communication skills : user context vs internal stakeholders, written and spoken; English and Hindi(spoken)
 Good with data  preparing basic reports, tracking and reporting

Highlights/insights
 Good working knowledge of CRMs and Workflows,
 Experience working in voice (inbound and outbound) and Non voice processes
 2+ years of experience in supporting go to market experiments, beta product launches, OR managing escalation desks working with senior stakeholders, OR part of process teams supporting similar projects
 Strong understanding of processes and experience of managing SLAs, TATs,

Tools & Skills (Preferred)
 Vernacular (International) language (preferred)
 Advance MS office (Excel), Process applications  CRM, Zendesk

Equal Employment Opportunity


Please note that this job description is a general overview and responsibilities may evolve as the company grows and adapts to changing market conditions,