Senior Executive Customer Support

**About the Role** We are looking for a highly driven Senior Executive Customer Support who can independently own customer interactions from first contact through final resolution.This is a hands-on role for someone who enjoys solving problems, taking accountability, and ensuring that every customer receives a seamless and positive experience. You will be expected to manage queries, complaints, escalations, and complex cases end-to-end while coordinating with internal teams to drive timely resolutions.We operate in a fast-paced, technology and AI-focused startup environment, so we are looking for someone who is adaptable, proactive, comfortable with new tools, and constantly looking for smarter ways to improve the customer experience. **What You'll Do** * Take end-to-end ownership of customer queries, complaints, and escalations across chat, email, social media, and other support channels. * Own customer cases from the first interaction until complete resolution, ensuring timely follow-ups and clear communication throughout. * Deliver an exceptional customer experience with a strong focus on CSAT, first-contact resolution, response time, and resolution time. * Independently investigate customer issues, identify the root cause, and determine the best possible resolution. * Handle difficult or sensitive customer situations with empathy, professionalism, and sound judgment. * Proactively coordinate with Billing, Technology, Operations, other internal teams to resolve customer concerns. * Identify recurring customer pain points and escalate systemic issues before they impact more customers. * Maintain high standards of communication quality, accuracy, tone, and professionalism across all interactions. * Work comfortably with CRM platforms, ticketing systems, dashboards, automation tools, and AI-enabled customer support technologies. * Take ownership beyond assigned tickets whenever required to ensure the customer receives the right outcome. **What We're Looking For** * Bachelor's degree or equivalent professional experience. * 2+ years of experience in Customer Support / Customer Service, preferably within an e-commerce, technology, consumer internet, or fast-paced startup environment. * Proven ability to independently manage customer cases and complex escalations. * Excellent written and verbal communication skills. * Comfortable working with customer support metrics such as CSAT, NPS, SLA, response time, resolution time, and FCR. * Strong working knowledge of CRM, chat, email, and ticketing platforms. * Experience handling customers over chat. **What will make you a good fit for this role?** * Customer First: You genuinely care about finding the best possible resolution for the customer. * Ownership Mindset: You don't simply forward problems, you stay accountable until they are solved. * Independent Execution: You are comfortable making decisions, prioritizing cases, and moving things forward without constant supervision. * Problem Solver: You look beyond the immediate complaint to understand and solve the underlying problem. **What You'll Get** * The opportunity to take meaningful ownership of the end-to-end customer experience. * Freedom to identify problems and contribute ideas that directly improve customer experience and operational efficiency. * Strong opportunities for learning, responsibility, and career growth.