Zopping is a fast-growing SaaS company providing an end-to-end digital commerce platform for offline retailers--from local grocery stores to fashion outlets and electronics showrooms. Our no-code, plug-and play solution allows retailers to go digital effortlessly, manage their inventory, accept online payments, fulfill orders, and connect with customers in one integrated system. We are on a mission to simplify technology for every retailer in India.
Role Overview
We are seeking a Senior Customer Support Executive with 3-5 years of experience in a SaaS or B2B tech environment. The ideal candidate will be the voice of our brand for our customers--retail store owners--who may not be tech-savvy. You'll be responsible for resolving customer queries, managing support tickets, leveraging CRM systems (primarily Zoho), and driving customer satisfaction with empathy, clarity, and ownership.
This is a customer-facing role requiring hands-on experience with CRM tools, problem-solving skills, and a solid understanding of SaaS support dynamics.
Key Responsibilities
Act as the primary point of contact for customer queries across channels (phone, WhatsApp, email, CRM tickets).
Handle escalated issues and provide quick, effective resolutions while maintaining high customer satisfaction.
Use CRM tools (Zoho CRM or equivalent) to log, track, and manage all interactions and SLAs.
Understand Zopping's platform deeply to provide accurate technical support and training to customers.
Collaborate with internal product, engineering, and onboarding teams to relay customer feedback and follow up on open issues.
Identify common customer pain points and suggest automation or process improvements.
Create and maintain help guides, FAQs, and knowledge base content tailored for non-technical users.
Participate in customer success initiatives and upsell/cross-sell opportunities through trust building interactions.
Job Type: Full-time
Pay: ?500,000.00 - ?800,000.00 per year
Ability to commute/relocate:
HSR Layout, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
Total Years of Experience
How many years of Experience do you have in B2B Setup
How many years of Experience do you have in SaaS Setup
What Languages are you comfortable with
Current CTC (In LPA)
Expected CTC (In LPA)
Work Location: In person
Speak with the employer
+91 8861785101
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