Customer Support Executive

Swiggy; Bengaluru; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Swiggy's Instamart Brand Support team is seeking a Brand Support Executive to serve as the primary contact for vendor queries across calls, emails, and tickets. You will resolve operational, catalog, and supply chain issues while delivering an exceptional support experience.

The role requires 1–3 years in B2B support, a Bachelor’s degree, and proficiency with Zendesk, Freshdesk, or Salesforce. Fluency in English and Hindi is essential; knowledge of e-commerce supply chains is a plus.

Qualifications

• 1–3 years in B2B customer support, vendor operations, or contact centers.
• Bachelor’s degree in any field.
• Experience with ticketing platforms such as Zendesk, Freshdesk, Salesforce.
• Familiarity with e-commerce supply chain concepts (POs, inventory, catalog).
• Excellent problem-solving, empathy, and written/verbal communication.
• Fluency in English and Hindi; additional languages a plus.

Responsibilities

• Omnichannel support for vendor queries across onboarding, POs, inventory, catalog, finance, and ads.
• Provide first-level resolution using SOPs; ensure proper ticket categorization and documentation.
• Escalate complex issues with context to internal teams and follow up until final resolution.
• Maintain cross-shift handovers and contribute to knowledge-base updates.

Skills

B2B customer support

Vendor operations

Phone & written queues

English & Hindi

Education

Bachelor's degree

Tools

Zendesk

Freshdesk

Salesforce

Job description

Job Title: Brand Support Executive
Location: Hybrid (3 days/week in-office) | Work Schedule: 24x7 Rotational Shifts

Role Summary
As a Brand Support Executive on the Instamart Brand Support team, you will serve as the primary point of contact for brand and vendor queries via calls, emails, and tickets. You will provide end-to-end resolution for operational, financial, catalog, and supply chain issues while delivering an exceptional support experience.

Key Responsibilities

• Omnichannel Support: Handle inbound calls and ticket queues for vendor queries covering onboarding, POs, inventory, warehouse ops, cataloging, finance, and ads.
  
• Troubleshooting & First-Level Resolution: Provide immediate guidance using SOPs and FAQs; ensure accurate categorization, vendor verification, and ticket documentation.
  
• Escalation & Ownership: Route complex issues with detailed context (SKUs, POs, invoices) to internal teams; follow up actively until final resolutionnever closing a ticket prematurely.
  
• Quality & Handovers: Maintain seamless cross-shift handovers for open cases and contribute to internal knowledge-base updates.
  

Required Qualifications & Skills

• Experience: 1–3 years in B2B customer support, vendor operations, or contact centers (handling both phone and written queues).
  
• Education: Bachelor’s degree in any field.
  
• Technical Aptitude: Experience with ticketing platforms (e.g., Zendesk, Freshdesk, Salesforce) and basic spreadsheet proficiency.
  
• Domain Knowledge: Familiarity with e-commerce supply chain concepts (POs, GRNs, SKUs, inventory workflows) is strongly preferred.
  
• Soft Skills: Exceptional problem-solving, empathy, active listening, and strong written/verbal communication.
  
• Languages: Fluency in English and Hindi required; additional regional languages are a plus.
  

Key Performance Indicators (KPIs)

• SLA & Turnaround Time (First Response / Resolution Times)
  
• First-Contact Resolution Rate (FCR) & Quality Scores
  
• CSAT / Brand Satisfaction
  
• Categorization & Routing Accuracy