Customer Support Executive

Nikol Ev; Maharashtra; On-site; INR 420,000 - 540,000; Full time

Benefits offered by this job

Learning opportunities

Creative freedom

Entrepreneurial culture

Employee-centric startup

Mentorship from founders

Collaborative environment

Job summary

Nikol Ev in Pune, MH, is seeking a Customer Support Executive to manage inbound queries, assist users with charging issues, and coordinate with internal teams for quick issue resolution, delivering a reliable charging experience.

You will oversee the CMS, track charger performance, generate daily/weekly/monthly reports, and liaise with operations and OEM partners to resolve platform and on-site charger problems, maintaining a customer-first approach in a fast-paced startup.

Qualifications

• Bachelor's degree in any relevant field.
• 2 - 4 years of experience in customer support or operations.
• Excellent communication skills (spoken and written).
• Basic technical aptitude and willingness to learn EV systems.
• Proficiency in Excel/Google Sheets for reporting.
• Ability to handle multiple queries and work in a fast-paced environment.

Responsibilities

• Handle inbound customer queries via calls, WhatsApp, and email and resolve charging issues with a customer-first approach.
• Manage and monitor the CMS, track charger performance, usage, and downtime, and generate reports.
• Coordinate with internal tech teams and hardware OEM partners to troubleshoot and resolve on-site charger problems.
• Identify, categorize, and escalate issues; follow up until closure and keep customers informed.
• Conduct feedback calls to understand experience and suggest improvements.
• Collaborate with operations and support teams to deliver seamless service.

Skills

Excellent communication skills

Ability to multitask

Basic technical aptitude

Excel/Google Sheets reporting

EV systems knowledge

Education

Bachelor's degree

Tools

CRM/CMS tools

Job description

Role Overview

We are looking for a customer-focused and detail-oriented Customer Support Executive to manage inbound queries, ensure smooth platform operations, and coordinate with internal and external teams for quick issue resolution. This role is critical in delivering a reliable and high-quality charging experience to our users.

Requirements

• Bachelors degree in any relevant field
• 2 - 4 years of experience in customer support or operations
• Excellent communication skills (spoken and written)
• Basic technical aptitude and willingness to learn EV systems
• Proficiency in Excel/Google Sheets for reporting
• Ability to handle multiple queries and work in a fast-paced environment

Preferred Skills

• Experience with CRM/CMS tools
• Prior exposure to EV, mobility, or tech-enabled platforms, will be given preference
• Strong problem-solving and coordination skills
• Customer-centric mindset with attention to detail

Key Responsibilities

• 1. Inbound Customer Support
  Handle incoming customer queries via calls, WhatsApp, and email
  Assist users with charging issues, transactions, and general queries
  Provide prompt and effective resolutions with a customer-first approach
• 2. CMS Management & Reporting
  Manage and monitor the Charging Management System (CMS)
  Track charger performance, usage, and downtime
  Generate daily, weekly, and monthly operational reports
  Maintain logs of customer issues, complaints, and resolutions
• 3. Technical Coordination
  Coordinate with internal tech teams to resolve platform-related issues
  Work closely with hardware OEM partners to troubleshoot on-site charger problems
  Ensure timely resolution and minimal service disruption
• 4. Issue Tracking & Escalation
  Identify, categorize, and eliminate issues when necessary
  Follow up proactively with relevant teams until closure
  Keep customers informed about issue status and resolution timelines
• 5. Customer Feedback & Engagement
  Conduct feedback calls to understand customer experience
  Identify recurring issues and suggest improvements
  Build strong relationships to improve customer satisfaction and retention
• 6. Internal Coordination
  Collaborate with operations and support teams for seamless service delivery
  Ensure effective communication across departments
  Support process improvements to enhance response and resolution efficiency

Compensation

Based on Experience, Current CTC and Industry Standard

Some non-monetary things and cultures such as:

• Being in a new-age and high-growth startup, you will have immense learning opportunities
• Creative freedom, the opportunity to innovate and implement, and bring the change
• Thrive in a startup environment where each employee is considered an entrepreneur and sets an example for innovation and efficiency
• The employee-centric startup, where your efforts and outcomes are celebrated and rewarded
• Work closely with Founder & industry veteran mentors
• Environment where everyones opinion matters

Work Location

Pune, MH (Sinhgad Road)