Customer Experience Specialist

Easyship; Bengaluru; On-site; INR 650,000 - 900,000; Full time

Benefits offered by this job

Generous remuneration and stock units

Gym and wellness expense reimbursement

Zomato meal credits

Work from Anywhere for 4 weeks a year

Generous vacation policy and mental-he

Job summary

Easyship is hiring a Customer Support/Experience Specialist for our Bengaluru (MG Road) office. The role operates on US collaboration hours (10:00 PM–7:00 AM IST) and involves live chat, email, and phone support to ecommerce customers, with cross-functional collaboration across Sales, Product, and Operations.

We seek candidates with 2+ years in customer support (preferably in B2B SaaS), strong empathy, and excellent communication skills.

Qualifications

• 2+ years of customer support experience (preferably in B2B SaaS).
• Excellent verbal and written communication skills.
• Empathy and a genuine passion for helping customers.

Responsibilities

• Provide outstanding support via Live Chat, Email, and Phone to Easyship customers.
• Coordinate with courier partners to resolve delivery or technical issues.
• Collect and relay customer feedback to improve service and product offerings.
• Build and maintain trust-based customer relationships.
• Collaborate with Sales, Product, and Operations teams.
• Help achieve high ratings on customer review platforms.
• Identify opportunities to improve support processes.

Skills

Customer support

B2B SaaS support

Empathy

Communication

Problem-solving

Education

Bachelor's degree in CS/Engineering

Tools

Google Workspace

Microsoft Office

Job description

Easyship is a leading global shipping software and API platform trusted by 100,000+ eCommerce merchants to compare couriers, automate fulfilment, and simplify cross-border shipping, taxes and duties. A top-rated Shopify Certified Technology Provider, eBay preferred fulfilment partner, and Amazon preferred multi-channel integrator, Easyship is the G2 category leader (April 2026), offering 550+ courier services worldwide. We believe in accelerating borderless commerce through innovative solutions, and we're proud that brands of all sizes from small business to enterprise trust Easyship for all their shipping needs.

Who We're Looking For:

We are seeking Customer Support/Experience Specialiststo be the first point of contact for our customers. You will deliver timely and effective support across multiple channels- Live Chat, Email, and Calls while ensuring an exceptional customer experience. You will also work closely with internal teams and courier partners to solve problems, collect feedback, and contribute to product and process improvements.

What you additionally need to know:

This is a full-time, onsite role based in our Bengaluru (MG Road) office. The role follows US collaboration hours (10:00 PM-7:00 AM IST) to support seamless cross-regional execution.

What would be you be responsible for:

• Providing outstanding support via Live Chat, Email, and Phone to Easyship customers
• Liaising with courier partners and third-party vendors to resolve delivery or technical issues
• Collecting and relaying customer feedback to enhance service and product offerings
• Building and maintaining strong, trust-based customer relationships
• Collaborating with cross-functional teams including Sales, Product, and Operations
• Contributing to achieving high ratings on customer review platforms
• Identifying opportunities for continuous improvement in support processes
• You have 2+ years of prior experience in customer support (preferably in B2B SaaS companies)
• You have strong empathy and a genuine passion for helping people
• You have exceptional verbal and written communication skills
• You are detail-oriented with excellent organizational and multitasking abilities
• You have proven problem-solving and critical thinking skills
• You have the ability to remain calm and productive in a fast-paced environment
• You have proficiency with Google Workspace and Microsoft Office tools
• You have some technical troubleshooting experience
• You are comfortable with night shifts, rotational week offs, work from office.
• You preferably have a Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Prior experience in SaaS or E-commerce logistics support.

If you're excited about this role but don't meet every requirement, we'd still love to hear from you.

What we bring to the table as an employer:

• Generous remuneration and stock units
• We reimburse gym and wellness expenses so you can invest in your health
• Zomato digital meal credits and pantry full of wholesome snacks to keep you fueled through the workday
• The freedom to'Work from Anywhere' for 4 weeks in a year
• Generous vacation policy, plus duvet days and mental health days to truly recharge

How we value inclusion in our recruitment practices:

Easyship is an equal opportunity employer. We make all employment decisions -recruiting, hiring, pay, benefits, training, promotion, leave, and separation- based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.