Job Description

Job Title: Subject Matter Expert (SME) - Customer Support

Location:

[Remote]

Job Type:

[Full-time]

Department:

Customer Support / Operations

Reports To:

Customer Support Manager / Director of Operations

Job Summary:

The Subject Matter Expert (SME) - Customer Support is responsible for providing expert-level knowledge, guidance, and support in the area of customer service. This role ensures that customer support agents are equipped with the skills, resources, and insights necessary to deliver outstanding service. The SME acts as a bridge between the customer service team and other departments such as product, training, and quality assurance.

Key Responsibilities:

Serve as a go-to expert on products, services, and customer support processes. Assist customer support agents with complex or escalated inquiries. Analyze customer feedback and support data to identify trends, pain points, and training needs. Collaborate with training teams to develop or update knowledge base articles, FAQs, SOPs, and training materials. Monitor the implementation of best practices across customer interactions. Participate in the onboarding and upskilling of new and existing support staff. Partner with QA teams to review calls/chats/tickets and ensure quality and consistency. Liaise with product and engineering teams to stay updated on product updates and changes. Provide feedback and suggestions to improve customer experience and operational efficiency.
Qualifications:

Bachelor's degree in Business, Communications, or a related field (preferred). 3+ years of experience in customer support, including at least 1 year in a leadership or SME role. Deep understanding of customer service principles and tools (e.g. Zendesk, Salesforce, Freshdesk). Excellent communication, problem-solving, and analytical skills. Ability to work cross-functionally and influence without authority. Strong organizational skills and attention to detail.
Preferred Skills:

Experience in a contact center or BPO environment. Familiarity with CRM platforms and knowledge base tools. Ability to conduct training sessions and coach teams. Strong documentation and process-mapping skills.
Interested candidates can share cv at career@togwe.com

Job Type: Full-time

Pay: ₹9,988.92 - ₹15,000.00 per month

Benefits:

Provident Fund Work from home
Schedule:

Rotational shift
Supplemental Pay:

Performance bonus
Experience:

SME - CS: 2 years (Required) Customer support: 1 year (Preferred)
Language:

Hindi (Required) English (Required)
Work Location: Remote