Customer Support Executive

Thumpn Entertainment Pvt. Ltd.; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

ThumpN Entertainment Pvt. Ltd. in Mumbai seeks a Customer Support Executive to ensure queries are answered accurately and on brand, across live events and ticketing.

You will moderate real-time user questions, coordinate with internal teams, and maintain clear, customer-first communication while working five days a week with rotating offs. 1–3 years of experience and familiarity with Freshdesk or Zendesk are welcomed.

Qualifications

• 1–3 years of experience in customer support or customer service roles.
• Strong attention to detail, comfortable working with spreadsheets and structured data.
• Clear, direct written communication. No fluff, no idioms.

Responsibilities

• Ticket moderation and resolution within assigned windows.
• Coordinate with relevant internal teams to close user queries.
• Flag anomalies early and ensure issues are escalated when needed.
• Assist with social media queries and maintain on-brand responses.
• Bridge gaps between external support and internal teams.

Skills

Customer support

Attention to detail

Written communication

Data handling

Tools

Freshdesk

Zendesk

Excel

Job description

Customer Support Executive

Be the person who makes sure every question finds the right answer.

WHY THIS ROLE EXIST

Every fan query is someone's night out on the line

thumpN runs the ticketing and discovery layer for live events across India. When something goes wrong, a payment stuck, a ticket that didn't land, a gate that won't scan, fans don't care whose system it is. They just want it fixed before the show starts.

You’ll sit close to that pressure. Working with the Support Experience Manager, you'll get real exposure across the CX stack: moderating live queries, watching social channels, checking vendor quality, and making sure nothing falls through the cracks between our support team and the rest of thumpN.

WHAT YOU’LL ACTUALLY DO

Ticket moderation and resolution

• Monitor and moderate real time user queries during your assigned windows.
• Help close queries raised by users by coordinating with the relevant internal teams.
• Flag anomalies internally the moment you spot them, don't wait for someone else to catch it

ORM and social support

• Assist with ORM, resolving user queries raised on social media.
• Keep responses clear and on brand, even when the fan on the other end isn't happy.

Cross-team coordination

• Help bridge the gap between the external support team and internal teams.
• Bring structure to the handoffs: what's open, what's blocked, what needs escalation.

WHAT YOU BRING

Required

• 1–3 years of experience in customer support or customer service roles.
• Strong attention to detail, comfortable working with spreadsheets and structured data.
• Clear, direct written communication. No fluff, no idioms.
• Genuine interest in operations, CX, or the ticketing and live events industry.
• Comfortable working 5 days a week, with rotational offs.

Preferred

• Proficiency with Excel or Google Sheets formulas.
• Prior exposure to support tools like Freshdesk, Zendesk, or similar.
• An interest in live events and entertainment beyond the job description.

NON-NEGOTIABLES

• You stay sharp when the queue is long. Event days move fast and queries stack up. You keep your head and work through them without cutting corners.
• You write like the fan is actually reading it. No copy paste responses, no idioms that don't land. Every reply should sound like a person who gets it.
• You flag problems instead of sitting on them. If something looks off, a pattern in complaints, a vendor slipping, you say so early, not after it's a bigger issue.
• You close the loop. A query isn't done when you've replied once. It's done when the fan's actual problem is resolved.