Job Description

Location: Mumbai (onsite)
Department: Customer Support / Operations
Reports to: Operations Manager
Prefered: Female
About Keepintouch
Keepintouch is a dynamic digital platform designed to help users stay connected, informed, and empowered. Our mission is to provide a seamless user experience with reliable, friendly, and timely assistance.
Key Responsibilities

• Provide first-level support to users via chat, email, or phone.
• Troubleshoot and resolve app-related issues, including login, data sync, notifications and feature queries.
• Coordinate with the technical and product team to report and track bugs or enhancement requests.
• Maintain detailed support logs, feedback reports, and FAQs.
• Assist in user onboarding, app demos, and basic training sessions.
• Monitor app performance and uptime, flagging potential issues proactively.
• Support social media queries or reviews related to app issues.
• Contribute ideas to improve user experience and retention.

Skills & Qualifications

• Bachelor's degree in IT, Communications, or related field.
• 1-3 years of experience in customer support, app support, or helpdesk roles.
• Strong understanding of mobile apps, Android/iOS environments, and basi troubleshooting.
• Excellent communication skills -- verbal, written, and interpersonal.
• Empathetic, patient, and customer-centric approach.
• Ability to multitask and work in a fast-paced environment.

Preferred Attributes

• Prior experience in a SaaS or mobile app company.
• Familiarity with CRM tools (e.g., Freshdesk, Zendesk, HubSpot).
• Comfortable working across cross-functional teams.

What We Offer

• A collaborative and growth-oriented work environment.
• Opportunity to learn, innovate, and grow with a young digital brand.
• Competitive compensation and performance-based incentives.

Skills Required