Job Description

Role :

Customer Support Executive (Chat Support)

Location:

Surat

Experience:

1+ Year

Role Overview

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

? Minimum 1 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 Type: Full-time

Pay: ?15,000.00 - ?25,000.00 per month

Benefits:

Health insurance Paid sick time Paid time off Provident Fund
Schedule:

Day shift
Work Location: In person

Speak with the employer

+91 9898042073