We are looking for a Customer Support Executive (Chat) to join our team in Surat. You'll be the first point of contact for our users, offering real-time assistance via chat (and email, if needed). This role is not just about resolving issues -- it's about enhancing user Experience, collaborating with product teams, and continuously improving support content and tools. You will also contribute to content creation and fine-tuning our AI chatbot for an even better support experience.
Key Responsibilities
Provide real-time customer support via chat and email (voice support during initial onboarding).
Understand and resolve user queries efficiently and empathetically.
Maintain high support quality standards and quick response times.
Guide users through onboarding, troubleshooting, and feature usage.
Document recurring issues and help update internal knowledge base, FAQs, and canned replies.
Analyze chat logs and user feedback to identify pain points and improve workflows.
Collaborate closely with the technical and product teams to address issues and align updates with customer communication.
Assist in updating and enhancing AI chatbot flows and correcting inaccurate responses.
Contribute ideas to improve the overall customer experience and support processes.
Requirements
0- 2 year of experience in customer support (chat, voice, or email).
Strong written and verbal communication in English and Hindi.
Willingness to start with voice support before moving fully into chat support.
Basic understanding of SaaS platforms or accounting tools (training will be provided).
Good writing skills for support materials like FAQs and help guides.
Analytical thinking to assess support data and drive improvements.
Must be based in Surat or willing to relocate.
Interest in AI, automation, or chatbot technologies is Plus
Familiarity with tools like Freshdesk, Intercom, Google Sheets, or similar.
Interested candidates can share their CV on
divya.patel@suvit.io
or can contact on
9898042073
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
Health insurance
Paid sick time
Paid time off
Work Location: In person
Beware of fraud agents! do not pay money to get a job
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.