Customer Support Executive - Chat

Ember Cookware; Bengaluru; On-site; INR 250,000 - 350,000; Full time

Job summary

Ember Cookware in Bengaluru is seeking a Customer Support Executive (Chat) to deliver fast, accurate, and empathetic assistance to customers in real time.

You will handle live chats via website, app, WhatsApp and social channels, aim for low response time, high first contact resolution, and collaborate with Operations, Product and Logistics to resolve issues.

Qualifications

• 1–3 years of experience in customer support (chat or email).
• Graduate in any discipline.
• Experience in D2C, e-commerce, or fintech is a plus.

Responsibilities

• Handle real-time customer queries through website, app, WhatsApp, and social channels.
• Provide quick, accurate, and customer-first resolutions.
• Maintain low First Response Time (FRT) and high First Contact Resolution (FCR).
• Understand customer issues and provide clear, structured solutions.
• Identify and escalate complex or high-risk cases to relevant teams.
• Maintain accurate ticket documentation and tagging for reporting and analytics.
• Follow defined SOPs while applying judgment to improve the customer experience.
• Collaborate with internal teams including Operations, Product, and Logistics to resolve customer issues.
• Identify recurring issues and proactively highlight opportunities for improvement.

Skills

Excellent written communication

Customer empathy

Multitasking

Real-time problem solving

Education

Graduate in any discipline

Tools

Freshdesk

Freshchat

CRM platforms

Job description

Role: Customer Support Executive - Chat Support

Experience: 1 - 3 years

Qualification: Graduate in any discipline

Industry preference: D2C / E-commerce / Fintech

Work mode: Rotational shifts with rotational weekend offs

About the role

We’re looking for a Customer Support Representative (Chat) who can deliver fast, accurate, and empathetic support to customers through real-time chat.

This role is critical to ensuring a seamless customer experience, reducing resolution time, and driving high customer satisfaction while maintaining operational efficiency.

What you’ll do

• Handle real-time customer queries through website, app, WhatsApp, and social channels.
• Provide quick, accurate, and customer-first resolutions.
• Maintain low First Response Time (FRT) and high First Contact Resolution (FCR).
• Understand customer issues and provide clear, structured solutions.
• Identify and escape complex or high-risk cases to the relevant teams.
• Maintain accurate ticket documentation and tagging for reporting and analytics.
• Follow defined SOPs while applying judgment to improve the customer experience.
• Collaborate with internal teams including Operations, Product, and Logistics to resolve customer issues.
• Identify recurring issues and proactively highlight opportunities for improvement.

What we’re looking for

• 1-3 years of experience in customer support, preferably in chat or email support.
• Graduate in any discipline.
• Experience in D2C, e-commerce, or fintech is a plus.
• Strong written communication skills - clear, concise, and customer-friendly.
• Ability to think quickly and respond effectively in real time.
• Strong customer empathy and problem-solving skills.
• Ability to multitask and handle multiple chats simultaneously.
• Strong attention to detail and process adherence.
• Basic analytical thinking for diagnosing and resolving issues.
• Comfortable working in a fast-paced, metric-driven environment.

Tools & systems

• Experience with chat and support tools such as Freshdesk, Freshchat, or CRM platforms is preferred.
• Familiarity with ticketing systems, tagging, and support workflows is a plus.

Working conditions

• Flexible to work in rotational shifts.
• Comfortable with weekend working and rotational offs.
• Opportunity to be part of a high-growth, customer-first organization.
• Exposure to real-time customer interactions and problem-solving.
• Opportunity to grow into quality, training, or operations roles.