Job Description

Role Overview:

We are looking for a

high-performing and customer-obsessed support executive

to join our

Premium Escalation Support

team. This role is ideal for someone experienced in handling

live chat

,

high-value customers

, and their

critical queries

(failed transactions, refunds, chargebacks, order's Journey etc.).

You will take

end-to-end ownership of Level 2 & 3 escalations

, deliver

timely resolutions via live channels

, and contribute to improving customer experience by providing

root-cause insights and SOP refinements

. The role requires empathy, speed, accuracy, and a professional tone at all times.

Key Responsibilities:

Function

Tasks

Premium Chat Handling

Resolve complex, high-priority issues via

live chat

for premium customers, including payment failures, refund delays, and wallet disputes.

Escalation Management

Take full ownership of

Level 2 & 3 escalations

coming through chat, email, or social media. Ensure closure within SLA while keeping the customer informed.

SOP Execution

Follow verified workflows for transaction checks, KYC compliance, and RBI-aligned processes for refunds or reversals.

Cross-team Coordination

Work closely with Product, Risk, Finance, and Engineering to expedite solutions for recurring or systemic issues.

Chat Quality & CSAT

Maintain high live-chat CSAT by managing chat length, reducing bounce rates, and ensuring quick and clear replies within 30 seconds.

Documentation & Follow-ups

Keep tickets updated with clear notes, action items, and timelines. Escalate internally when necessary.

Root Cause Analysis

Identify issue trends and customer friction points and flag them for SOP or product improvements.

Mentoring New Agents

(Optional for Sr. Executives)

Support onboarding agents by sharing best practices for premium ticket handling.

Eligibility Criteria:

2-4 years of experience in

customer support

, preferably in

banking, fintech, or e-commerce

Prior exposure to

chat-based support

,

premium customer handling

, or

escalation resolution

Strong knowledge of

payment flows

,

refund processes

, and

banking compliance

(UPI, net banking, chargebacks) Excellent English communication - both

written and verbal

Familiarity with tools like

Freshchat, Zendesk, Salesforce, Intercom

, etc. Strong sense of

ownership

,

composure under pressure

, and a

problem-solving mindset

Growth Path:

This role sets the foundation to move into:

Escalation Specialist - Premium Desk

CX Lead - Chat & Escalation Management

Process Trainer

(for live chat/CSAT performance)

What We Offer:

Competitive pay matching experience and performance Access to cross-functional teams (Product, Risk, Finance) Dynamic, fast-paced learning environment
Opportunity to work on

impactful, customer-facing projects

Job Types: Full-time, Permanent

Pay: ?45,000.00 - ?55,000.00 per month

Benefits:

Health insurance Leave encashment Paid sick time Paid time off Provident Fund
Work Location: In person

Speak with the employer

+91 9958455748