Customer Support Representative

BolsterBiz India LLP; Delhi; Remote; INR 600,000 - 900,000; Full time

Job summary

BolsterBiz India LLP is seeking an energetic CX specialist to own the customer relationship from first contact. You will interact with customers via email, chat, and phone about product questions and account inquiries, while working Pacific U.S. time hours.

As the face of the company, you will gather feedback, help design user-centered features, and collaborate with product and engineering to deliver a seamless experience. Ideal candidates are empathetic, proactive, and self-driven.

Qualifications

• 2+ years in a direct customer support role.
• Excellent written and verbal communication across channels.
• Experience with Zendesk, Jira, and Slack in daily workflows.
• Proven ability to define KPIs and track support metrics.
• Comfort with Pacific Time work hours.

Responsibilities

• Respond to customer inquiries via email and chat within defined SLAs.
• Provide product feedback to management to improve UX.
• Troubleshoot and resolve user problems.
• Document technical issues and deviations from specifications.
• Collaborate with engineering and product teams to reproduce issues.
• Contribute to roadmap discussions based on customer interactions.

Skills

Customer communication

Empathy

Self-motivation

Time management

Cross-functional collaboration

Tools

Zendesk

Jira

Slack

Job description

The ideal candidate is an energetic self-starter. You will be the face of an upcoming fintech company – you will own the customer relationship from the very beginning. You will interact with customers who are emailing, calling, and texting about product questions and account/transaction inquiries.

It's important that you can work during Pacific U.S. time zone hours.

Come join a team of intelligent, fast-paced and mission-driven team!!

About the Position

Customer Support plays an indispensable role in our success as a company. You will be the voice of the company, helping our customers have a positive experience. You must be calm, caring, and compassionate, and have a strong sense of empathy in difficult situations.

What You’ll Do

Customer Experience is a core focus of our company. The CX specialist will also serve as a voice for our customers by helping our product and tech team design user centered features and create a seamless user experience.

Responsibilities

• Responding to customer inbounds via email and chat in a timebound manner.
• Providing product feedback to the management team
• Troubleshoot user problems
• Document technical issues and deviations from specifications
• Collaborate with the engineering and product management teams to help reproduce and resolve technical issues
• Helping inform our product roadmap and customer experience based on your customer interactions.

Who We Are Looking For

Our ideal CX candidate will enjoy building relationships with customers. We are looking for someone who is self-sufficient, driven, and empathetic.

• 2+ years of experience working directly with customers in a support role.
• Great communication skills via phone, email, and chat
• Strong knowledge of customer service software and development tools including Zendesk, Jira, and Slack.
• Experience defining KPI’s and measuring support-related activities.
• It's important that you can work during Pacific U.S. time zone hours.
• Self-motivation and an attitude that gets things done