Customer Support Agent

The role:

We're looking for a Senior Social Media Support Agent to join our customer support team. In this role, you'll be one of the most visible representatives of our product — the person users hear back from when they reach out to us on social media or write in over email. You'll combine strong troubleshooting skills with clear, empathetic communication to turn frustrated users into satisfied ones in public and in private.

What you’ll do:

• Respond to customer inquiries and complaints across email, X/Twitter, and app store reviews, providing clear, accurate and friendly resolutions
• Troubleshoot complex product issues and manage escalations when necessary to ensure timely resolution
• Collaborate with cross-functional teams — including Product and Engineering — to identify and resolve product bugs and improve overall product usability
• Analyze support and feedback trends across channels and turn them into clear, actionable reporting summaries for the wider team
• Help maintain a consistent, on-brand voice across all public support interactions
• Manage a high volume of email support tickets, our primary support channel, alongside social and app store engagement
• Contribute to improving support processes, documentation, and FAQs based on recurring user pain points
• The main focus will be to increase efficiency, and stay within the given TAT. You will learn how the Truecaller App works and also be involved in creating JIRAS for the issues that have been raised.
• A customer support agent with a technical background, responsible for assisting users via email/social media platforms, undertakes various key tasks. These include promptly addressing user inquiries and concerns, offering troubleshooting guidance, and employing problem-solving skills to resolve issues efficiently.
• Cultivate a deep understanding of the company's products or services to provide accurate assistance, create and update documentation to aid users and educate customers on product usage. The agent escalates complex issues as needed and ensures quality responses while gathering feedback for continuous improvement.
• Stays updated on product features and industry trends, monitor performance metrics (CSAT and FRT), collaborate with team members, and contribute to a positive overall customer experience.

What you bring in:

• 4–6 years of experience in customer support, preferably for mobile or technical products
• Excellent written and verbal English communication skills
• Hands-on experience with support platforms such as Zendesk, Freshdesk, or similar tools
• Proficiency in additional languages is a strong plus, especially Hindi
• A logical, strategic approach to problem-solving, with an eye for both the details and the bigger picture
• Excellent time management and the ability to multitask across multiple channels and priorities
• A collaborative mindset and comfort working cross-functionally with product and engineering teams
• Strong analytical skills, with the ability to turn data into clear, useful reporting
• Should proactively seek opportunities to add value by taking on additional projects while effectively prioritizing and managing multiple responsibilities.

It would be great if you also have:

• Prior startup experience
• Team player
• Initiative taking/proactive approach