Customer Support Associate

Zolostays Property Solutions Pvt Ltd.; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

Zolo Coliving is seeking an Associate – Customer Support to be the trusted voice for residents. You will stabilise emotions during escalations, diagnose root causes, and ensure timely, satisfactory resolutions while maintaining detailed CRM records.

The role emphasizes empathy, structured problem-solving, and disciplined case management to uphold resident trust and brand credibility in a fast-growing coliving ecosystem.

Qualifications

• 0–2 years in customer support or service roles.
• Strong verbal communication skills.
• Ability to handle difficult conversations calmly.
• Comfort using CRM systems.
• Evidence of documentation discipline.

Responsibilities

• Listen fully before responding.
• Acknowledge frustration respectfully.
• Maintain calm, composed tone during difficult conversations.
• Avoid defensive or argumentative language.
• Bring conversations back to solution focus.
• Check CRM history before responding.
• Verify property, room, and timeline details.
• Log complaints with precision.
• Clearly explain resolution steps.
• Set realistic timelines.
• Follow up proactively.
• Confirm resident satisfaction before closing case.
• Track pending cases daily.
• Update CRM immediately after interaction.
• Categorise complaints accurately.
• Maintain clean documentation.
• Track SLA compliance daily.
• Identify critical cases early (safety, harassment, severe breakdown).
• Escalate with complete case summary.
• Avoid unnecessary escalation.
• Track escalated cases until closure.
• Communicate status updates clearly to residents.

Skills

Strong verbal communication

Calm under pressure

Structured problem solving

Documentation discipline

Tools

CRM systems

Job description

Associate – Customer Support Zolo | Coliving

Be the voice residents trust when it matters most.

Why this role exists

Coliving is expanding across cities and properties. As we scale, resident volume increases. Requests increase. Complaints increase. What cannot increase with scale is confusion, emotional escalation, or unresolved issues. In long-term living, a small unresolved problem can quickly become a trust gap. This role exists to ensure that every concern is handled with calm, clarity, and ownership — so scale does not dilute resident confidence.

Your mandate is clear:

• Stabilise resident emotions during escalations
• Reduce repeat complaints through structured diagnosis
• Maintain high SLA compliance across all cases
• Ensure closure confirmation before case resolution
• Escalate intelligently with full context when required
• This is not a ticket-closing role. It is a resolution ownership role.

About Zolo – Coliving

Finding dependable accommodation has historically been fragmented and inconsistent. People settled for compromises because the system offered few trustworthy options. Zolo reimagined living and hospitality as a connected journey. Zolo Coliving simplifies urban living. Z Vacations enables meaningful travel experiences. Z Hotels serves the modern traveler with consistency, warmth, and operational discipline. Today, over 100,000 people trust Zolo across different phases of life. Our ambition is to build the most trusted living and hospitality ecosystem for the newgeneration by partnering deeply with property owners who think long term.

What you will be responsible for

Practice Empathy with Emotional Stability

• Listen fully before responding
• Acknowledge frustration respectfully
• Maintain calm, composed tone during difficult conversations
• Avoid defensive or argumentative language
• Bring conversations back to solution focus

Ensure Structured Diagnosis & Root Cause Clarity

• Ask structured clarifying questions
• Check CRM history before responding
• Verify property, room, and timeline details
• Differentiate between recurring and first-time issues
• Log complaints with precision

Own Resolution & Closure Discipline

• Clearly explain resolution steps
• Set realistic timelines
• Follow up proactively
• Confirm resident satisfaction before closing case
• Track pending cases daily

Maintain Process Discipline & SLA Governance

• Update CRM immediately after interaction
• Categorise complaints accurately
• Maintain clean documentation
• Track SLA compliance daily

Exercise Escalation Intelligence & Judgment

• Identify critical cases early (safety, harassment, severe breakdown)
• Escalate with complete case summary
• Avoid unnecessary escalation
• Track escalated cases until closure
• Communicate status updates clearly to residents

Who this role is for

You will likely thrive here if:

• You remain calm under emotional pressure
• You do not take complaints personally
• You enjoy structured problem-solving
• You are detail-oriented
• You follow through on commitments
• You believe discipline builds trust

Experience we value

• 0–2 years in customer support or service roles
• Strong verbal communication skills
• Ability to handle difficult conversations calmly
• Comfort using CRM systems
• Evidence of documentation discipline

Experience matters less than emotional maturity and structured thinking.

The impact you will have

You will directly influence resident trust and retention. You will reduce friction across properties through structured complaint handling. And you will strengthen Zolo's reputation as a reliable managed living brand.

Why join now

Zolo's Coliving business is scaling rapidly. As we grow, support discipline will define long-term brand credibility. If you believe structured problem-solving builds lasting trust — this is the right moment.