Customer Success Executive - Calls, Email & Chat (WTF, Noida)

Witness the Fitness; Dadri; On-site; INR 234,000 - 413,000; Full time

Job summary

Witness the Fitness is hiring a Customer Success Executive to support 85,000+ members from our Noida head office. You will manage calls, emails, WhatsApp and in-app chats, aiming to resolve issues at first contact and maintain high service levels.

The role requires 1-5 years in customer support, fluent Hindi and English, and experience with CRM tools. It is an on-site, full-time position with a rotational 6-day, 10-hour shift schedule.

Qualifications

• 1-5 years in customer support (voice + email/chat).
• Excellent spoken Hindi and English; strong written English.
• Experience with ticketing/CRM tools (Freshdesk, Zendesk, Salesforce, LeadSquared, Kapture).

Responsibilities

• Handle inbound calls, emails and chat for members.
• Resolve issues on first contact whenever possible.
• Monitor SLA, TAT and CSAT targets.
• Log and track cases in CRM; follow up until closed.
• Coordinate with gym, finance, tech and operations to fix issues.

Skills

Customer support

Communication

CRM software

Tools

Freshdesk

Zendesk

Salesforce

LeadSquared

Kapture

Job description

Customer Success Executive - Calls, Email & Chat (WTF, Noida)

About WTF

WTF is a group of 11 businesses: 60 premium gyms of our own across Delhi NCR, ~200 partner gyms (WTF Powered), WTF Academy, Metaboliq, WTF Equipment, WTF Reboot and more, with 85,000+ members. Our head office in Sector 9, Noida watches over every gym and every member, all day.

For people who have handled customers on calls, email and chat all day, closed their tickets and know their numbers (calls a day, TAT, CSAT). Not a sales or telecalling job.

The job

You are the voice of WTF for 85,000+ members and their families, the way Urban Company's support team is for its customers. For 10 hours a day you handle calls, emails, WhatsApp and the app chat, and you solve the problem on the first contact whenever you can.

What you do

• Calls: inbound and callback calls on memberships, payments and refunds, freezes and transfers, personal training, app and login issues, and complaints about a gym.
• Email and chat: clear, polite, correct written replies, within the SLA.
• AI bot: watch the bot's replies on WhatsApp and app chat, take over when it gets stuck, and improve its answer library so it gets better every week.
• Dashboard and CRM: every case logged, tagged, followed up and closed in the system; nothing left open.
• Internal work: chase the gym team, finance, tech and operations until the member's issue is fixed; report repeat problems with numbers.

What we measure you on

• First-contact resolution, TAT and SLA met
• CSAT on your calls and tickets
• Zero open tickets older than 48 hours
• Quality score on call and email audits

Who fits

• 1-5 years in customer support / customer experience (voice + email / chat), ideally at a consumer app or service company: Urban Company, Zypp, Swiggy, Zomato, Blinkit, Ola, airlines, telecom, banking or a good BPO.
• Excellent spoken Hindi and English, and good written English for emails.
• Used a ticketing tool or CRM (Freshdesk, Zendesk, Salesforce, LeadSquared, Kapture or similar).
• Calm, patient and stable: you have stayed in your jobs.

Selection

a practical round: a live mock call, two emails to write, and a chat that the bot got wrong.

Work

WTF Head Office, Sector 9, Noida full-time, on-site 6 days 10-hour shifts (rotational, between 7 am and 11 pm) 21,000-37,000 a month.