Customer Success Client Support

Straive; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Straive is seeking a Customer Support Specialist to serve as the primary contact for external CRE clients, handling onboarding, access management, and inquiries from our Chennai office. The role requires clear communication via phone and email and adherence to defined workflows.

You will work in a structured, process-driven environment, focusing on data accuracy, SLA adherence, and continuous domain learning in the CRE sector. The shift runs 6:30 PM to 3:30 AM, with office-based responsibilities.

Qualifications

• Excellent verbal and written English communication.
• 1–2 years in customer support, helpdesk, or client-facing role.
• Willingness to work rotational shifts across GMT to PST time zones.
• Structured, task-driven workflows with high accountability.

Responsibilities

• Serve as the first line of contact for external customers via phone and email with clear, empathetic assistance.
• Handle day-to-day user management tasks: onboarding, access management, profile updates, and inquiries.
• Troubleshoot requests within defined workflows, ensuring fast resolution and high customer satisfaction.

Skills

English communication

Customer support experience

Reliability

Shift flexibility

Tools

Zendesk

Salesforce

Freshdesk

Job description

Role Title: Customer Support Specialist

Location: DLF - Porur, Chennai (Work from Office)

Shift Pattern: 6.30 PM to 3.30 AM

Role Overview

We are looking for a customer-focused, reliable Customer Support Specialist to heighten our focus on current user management activities. In this role, you will be the primary point of contact for our external commercial real estate clients, resolving user requests efficiently through direct phone and email communication.

This is an ideal role for someone who thrives in a structured, process-driven environment, values accountability, and is eager to develop deep domain expertise in the Commercial Real Estate (CRE) industry.

Key Responsibilities

User Management & Customer Support

• Serve as the first line of contact for external customers via phone and email, providing clear, concise, and empathetic assistance.
• Execute day-to-day user management tasks, including account onboarding, access management, profile updates, and general user inquiries.
• Troubleshoot customer requests within a defined workflow, ensuring high customer satisfaction and rapid issue resolution.

Process Adherence & Operations

• Work effectively within defined processes, guidelines, and task-based workflows.
• Maintain high standards of data accuracy and documentation within our CRM/ticketing systems.
• Consistently meet and exceed defined Service Level Agreements (SLAs), operational metrics, and delivery deadlines.
• Work with a high degree of autonomy and minimal daily supervision while taking ownership of assigned tasks.
• Recognize complex or out-of-scope issues early and follow internal escalation matrixes to route queries to the appropriate teams.
• Continuously build deep subject-matter expertise in your designated domain area through job-related training and hands-on case resolution.

Required Qualifications

• Communication: Exceptional verbal and written English communication and comprehension skills, with the ability to articulate technical or procedural steps clearly over the phone and via email.
• Experience: 1–2 years of experience in a customer support, helpdesk, or client-facing role (or equivalent domain-specific training).
• Work Style: High level of reliability, personal accountability, and comfort operating within structured, task-driven workflows.
• Shift Flexibility: Willingness to work rotational shifts covering operating hours across GMT to PST time zones.

Preferred Qualifications

• Prior exposure to or a keen interest in learning about the Commercial Real Estate (CRE) sector.
• Familiarity with ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk) and basic CRM tools.
• Strong problem-solving skills with a high attention to detail.