: Customer Support Specialist (4+ years experience)
Location:
Remote
About Us
TagMango is on a mission to help creators and businesses build sustainable income streams through community monetisation. We're seeking a highly skilled and experienced Customer Support Specialist to join our fast-growing, dynamic team. If you're passionate about problem-solving, delivering exceptional customer experiences, and collaborating across teams, this role is for you.
Roles and Responsibilities
? Be the primary point of contact for customers across phone, email, chat, and other support channels.
? Deliver timely, accurate, and empathetic responses to client inquiries, ensuring world- class customer satisfaction.
? Take ownership of complex issues, driving them to resolution while keeping customers updated throughout the process.
? Collaborate closely with product, tech, and operations teams to resolve escalations and advocate for customer needs.
? Identify trends in customer queries and provide actionable feedback to improve product, process, and overall user experience.
? Maintain and enhance the knowledge base, FAQs, and documentation for customers and internal teams.
? Mentor and support junior team members, contributing to the growth of the support function.
Required Skills & Qualifications
? 4+ years of proven experience in customer support or client-facing roles, ideally in SaaS, tech, or consumer-facing businesses.
? Exceptional communication skills (verbal and written) with a natural ability to build trust and rapport.? Strong analytical and problem-solving abilities, capable of handling complex and technical queries.
? Proficiency with customer support tools (e.g., Zendesk, Freshdesk, Intercom, HubSpot, Salesforce, or similar).
? Familiarity with ticketing systems, SLAs, and KPIs to measure and improve support quality.
? Ability to work independently in a remote, fast-paced environment while managing multiple priorities.
? Tech-savvy mindset with the ability to quickly learn and explain product features and workflows to customers.
? Empathy-driven approach to customer success, with a focus on retention and satisfaction.
Nice-to-Have Skills
? Experience in community management or creator economy platforms.
? Basic understanding of APIs, SaaS products, or web/mobile app workflows.
? Exposure to knowledge base management, process automation, or customer experience
strategy.
Job Type: Full-time
Pay: ?1,200,000.00 - ?1,600,000.00 per year
Benefits:
Health insurance
Provident Fund
Application Question(s):
How many years of experience do you have in SaaS based company?
Experience:
Customer relationship management: 4 years (Required)
Zendesk: 4 years (Required)
Customer support: 4 years (Required)
Customer service: 4 years (Required)
Work Location: Remote
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