Client Support Associate (Chat process) (Upto 6LPA)

Grexa AI; Navi Mumbai; On-site; INR 350,000 - 480,000; Full time

Job summary

Grexa AI is hiring a Client Support Associate to assist customers in using the Grexa platform and resolve issues. You will be the first point of contact, helping clients navigate features, troubleshoot problems, and derive value from the product.

In this role, you will work with the Business Growth Team to deliver timely support across chats and emails, maintaining a high standard of service, and contributing to a positive customer experience for a fast-growing AI startup.

Qualifications

• 1+ years of client support or client service experience in a B2B SaaS/tech environment.
• Proficient written and verbal communication in English and Hindi.
• Comfortable learning new tools and coordinating across teams.

Responsibilities

• Deliver timely, accurate, empathetic support via chat and email.
• Explain platform features and best practices to clients.
• Troubleshoot issues and coordinate with product teams for resolution.
• Document interactions clearly for continuity and accountability.
• Identify recurring issues and share insights to improve the product experience.
• Maintain a hospitality-driven, professional tone in all client interactions.
• Aim to achieve 90%+ customer satisfaction.

Skills

Communication skills

English & Hindi

Time management

Tools

CRM tools

Job description

Job Title: Client Support Associate (Chat process)

Experience: 1-2 Years

Type: Full-time

About Grexa AI

Grexa AI is a venture-backed startup on a mission to build the world's first Marketing AI Platform for small businesses - a fully autonomous system that drives Real Revenue by automating and optimizing digital marketing.

Founded by 4 seasoned IIT alumni and former Testbook Founders / CXOs (scaled to $30Mn ARR business with 1,000+ employees, successfully acquired by a leading edtech company), the team brings deep product expertise, execution speed, and a track record of building at scale.

We're funded, building fast, and assembling a high-performing team to disrupt the global digital marketing space from India. If you're excited to solve real problems and build transformative AI products - this is your calling.

About the Role

We're looking for a Client Support Associate to assist our customers in using the Grexa platform effectively and resolving any issues they may face. This is a client-facing role that works closely with our Business Growth Team to ensure clients receive timely support, understand the platform’s capabilities, and derive maximum value from it.

You'll be the first point of contact for our clients — helping them navigate the platform, troubleshoot concerns, and ensure a smooth experience.

Key Responsibilities

• Deliver timely, accurate, and empathetic support across a high volume of chats and emails from clients
• Assist clients in understanding platform features, workflows, and best practices. Educate clients on how Grexa can support their digital marketing efforts and business goals.
• Troubleshoot application-related issues and coordinate with internal tech/product teams for resolution.
• Document customer interactions clearly and thoroughly to ensure continuity, visibility, and accountability
• Identify recurring concerns and share insights to improve product experience and support processes.
• Educate clients on how Grexa can support their digital marketing efforts and business goals.
• Consistently deliver a hospitality-driven, empathetic tone that reflects Grexa's standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations
• Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy

What We're Looking For

• 1+ years of client support or client service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment
• Strong written and verbal communication skills in English & Hindi, with the ability to explain concepts clearly.
• Tech-savvy and comfortable learning new tools and software quickly.
• Ability to coordinate across teams and manage multiple client queries efficiently.
• Familiarity with CRM tools, support platforms, or SaaS products is a plus.
• Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
• Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure

Why Join Us

• Work directly with a fast-growing AI startup solving real-world business problems.
• Gain hands-on exposure to SaaS, customer success, and digital marketing ecosystems.
• Collaborate with cross-functional teams including Growth, Product, and Engineering.
• Learn in a high-ownership environment where your work directly impacts customer experience.
• Be part of a mission-driven company helping small businesses scale using technology.