Customer Support Executive

Job Overview:

We are looking for a dynamic and customer-focused Customer Product Support Executive to join our team in Hyderabad. In this role, you’ll be the first line of support for our customers, helping them troubleshoot, understand, and navigate our SaaS platform efficiently. You will work closely with our Product, Tech, and Customer Success teams to ensure customer satisfaction and continuous product improvement.

Key Responsibilities:

• Provide timely and effective product support to users via email, chat, and calls.
• Troubleshoot and resolve customer issues by replicating problems, escalating bugs, and tracking closure.
• Act as the bridge between customers and internal teams, relaying feedback and suggesting enhancements.
• Create and maintain knowledge base articles, FAQs, and how-to guides.
• Educate customers on new features and best practices to enhance their product experience.
• Monitor recurring support patterns and proactively raise improvement suggestions.
• Participate in product QA and beta testing, providing customer perspective feedback.

Qualifications:

• 1–2 years of experience in Customer Support or Technical Support in a SaaS product company.
• Strong understanding of how SaaS platforms work (B2B preferred).
• Excellent communication skills – both written and verbal.
• Strong problem-solving and analytical abilities.
• Hands-on experience with support tools like Freshdesk, Zendesk, Intercom, or similar platforms.
• Comfortable working in a fast-paced, cross-functional startup environment.
• Ability to multi-task and manage priorities effectively.
• Hindi language is a must

Preferred Skills (Good to Have)

• Familiarity with tools like JIRA, Confluence, or Notion.
• Basic understanding of APIs or SQL for issue troubleshooting.
• Exposure to product walkthrough tools or customer onboarding.