Customer Support Associate

AppsForBharat; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Office in Bengaluru

Job summary

Sri Mandir is seeking a Customer Support Associate to ensure a seamless astrology consultation experience for users and astrologers. You will be the first point of contact, resolve real-time issues, and maintain high responsiveness across channels.

This operational role requires clear communication, empathy, the ability to handle multiple conversations, and willingness to work in rotational shifts from Bengaluru office, with WhatsApp, calls, and chat support.

Qualifications

• 1–3 years of experience in customer support or related roles.
• Excellent English and Hindi communication.
• Experience with WhatsApp, phone, and chat support.
• Proficient in CRM/helpdesk tools.
• Willingness to work in rotational shifts.

Responsibilities

• Provide real-time support to users before, during, and after astrology consultations.
• Coordinate scheduling with users and astrologers for consultations.
• Resolve issues related to booking, WhatsApp scheduling, connectivity, or missed consultations.
• Escalate and coordinate with Operations, Product, Tech, and other teams as needed.
• Document recurring issues and contribute to SOPs and process improvements.
• Track and update support tickets accurately in CRM/helpdesk tools.

Skills

Customer support

English fluency

Hindi fluency

WhatsApp support

CRM/helpdesk tools

Tools

Freshdesk

Zendesk

Intercom

Google Workspace

CRM systems

Job description

About Sri Mandir

Sri Mandir is one of India's leading devotional platforms, helping millions of devotees access spiritual services digitally. Along with Pujas, Chadhawa, and devotional content, Astrology Consultations have become one of our fastest-growing offerings, connecting users with trusted astrologers for personalized guidance.

As we scale this service, we are looking for Customer Support Associates who can ensure a seamless consultation experience for our users and astrologers.

About the Role

As a Customer Support Associate, you will be responsible for managing the end-to-end support experience for astrology consultations. You will act as the first point of contact for users and astrologers, resolving operational issues in real time and ensuring every consultation is completed smoothly.

This is a highly execution-focused role that requires strong communication skills, empathy, ownership, and the ability to handle multiple conversations simultaneously.

• Rotational shifts covering - 7:00 AM - 05:00 PM, 2:00 PM - 12:00 AM, 10:00 AM - 08:00 PM
• 6-day working week (Rotational week-off)
• Work from Office (Bengaluru)

Key Responsibilities

• Provide real-time support to users before, during, and after astrology consultations.
• Coordinate with users and astrologers for consultation scheduling and rescheduling.
• Resolve issues related to:
• Consultation booking and confirmations
• WhatsApp scheduling challenges
• Call or platform connectivity issues
• Delayed or missed consultations
• Last-minute cancellations or rescheduling requests
• Post-consultation queries and follow-ups
• Coordinate with internal teams (Operations, Product, Tech, Customer Support) to resolve escalations.
• Maintain high responsiveness during operating hours (8 AM - 10 PM through rotational shifts).
• Document recurring issues and contribute towards creating SOPs and improving support processes.
• Track and update support tickets accurately in CRM/helpdesk tools.
• Escalate critical issues proactively and ensure timely resolution.
• Deliver a delightful customer experience while maintaining empathy and professionalism.

What We're Looking For

• 1-3 years of experience in Customer Support, Customer Success, Operations, or Service Delivery.
• Excellent verbal and written communication skills in English and Hindi. Additional languages are a plus.
• Comfortable handling customers over WhatsApp, phone calls, and chat.
• Strong problem-solving skills with a customer-first mindset.
• Ability to remain calm and composed during high-volume support situations.
• Highly organised with strong attention to detail.
• Comfortable working in rotational shifts, including weekends.
• Proficient with Google Workspace and CRM/helpdesk platforms such as Freshdesk, Zendesk, Intercom, or similar tools.

Why Join Us?

You'll be part of a rapidly growing business line that directly impacts customer experience and retention. This role offers the opportunity to build processes from the ground up, work closely with cross-functional teams, and play a key role in scaling one of Sri Mandir's fastest-growing offerings