Customer Support Senior Executive| Chat

Cityfurnish; Gurugram District, Delhi; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Cityfurnish is seeking a Senior Executive Customer Support in Gurugram to own customer interactions end-to-end across chat, email, and social channels. You will manage queries, escalations, and complex issues with a focus on CSAT and timely resolutions.

The role requires 2+ years in customer support within a fast-paced startup environment, strong communication, and familiarity with CRM and ticketing platforms. On-site role in Gurgaon with growth opportunities.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 2+ years of experience in Customer Support / Customer Service.
• Experience in ecommerce/tech startup environments preferred.
• Excellent written and verbal communication.
• Familiarity with CSAT, NPS, SLA, response and resolution times, and FCR.

Responsibilities

• Take end-to-end ownership of customer queries, complaints, and escalations across chat, email, social media, and other support channels.
• Own customer cases from first interaction until complete resolution, with timely follow-ups and clear communication.
• Deliver an exceptional customer experience with focus on CSAT, first-contact resolution, response time, and resolution time.
• Investigate customer issues, identify root causes, and determine best resolutions.
• Handle difficult situations with empathy, professionalism, and sound judgment.
• Coordinate with Billing, Technology, Operations, and other internal teams to resolve concerns.
• Identify recurring pain points and escalate systemic issues.
• Maintain high standards of communication quality, tone, and accuracy across interactions.
• Work with CRM, ticketing systems, dashboards, automation tools, and AI-enabled support tech.
• Take ownership beyond assigned tickets to ensure right outcomes.

Skills

Customer support

CSAT & metrics

Communication

Education

Bachelor's degree

Tools

CRM systems

Ticketing platforms

AI-enabled tools

Job description

About the Role

We are looking for a highly driven Senior Executive Customer Support who can independently own customer interactions from first contact through final resolution.

This is a hands-on role for someone who enjoys solving problems, taking accountability, and ensuring that every customer receives a seamless and positive experience. You will be expected to manage queries, complaints, escalations, and complex cases end-to-end while coordinating with internal teams to drive timely resolutions.

We operate in a fast-paced, technology and AI-focused startup environment, so we are looking for someone who is adaptable, proactive, comfortable with new tools, and constantly looking for smarter ways to improve the customer experience.

What You’ll Do

• Take end-to-end ownership of customer queries, complaints, and escalations across chat, email, social media, and other support channels.
• Own customer cases from the first interaction until complete resolution, ensuring timely follow-ups and clear communication throughout.
• Deliver an exceptional customer experience with a strong focus on CSAT, first-contact resolution, response time, and resolution time.
• Independently investigate customer issues, identify the root cause, and determine the best possible resolution.
• Handle difficult or sensitive customer situations with empathy, professionalism, and sound judgment.
• Proactively coordinate with Billing, Technology, Operations, other internal teams to resolve customer concerns.
• Identify recurring customer pain points and excel systemic issues before they impact more customers.
• Maintain high standards of communication quality, accuracy, tone, and professionalism across all interactions.
• Work comfortably with CRM platforms, ticketing systems, dashboards, automation tools, and AI-enabled customer support technologies.
• Take ownership beyond assigned tickets whenever required to ensure the customer receives the right outcome.

What We’re Looking For

• Bachelor's degree or equivalent professional experience.
• 2+ years of experience in Customer Support / Customer Service, preferredly within an e-commerce, technology, consumer internet, or fast-paced startup environment.
• Proven ability to independently manage customer cases and complex escalations.
• Excellent written and verbal communication skills.
• Comfortable working with customer support metrics such as CSAT, NPS, SLA, response time, resolution time, and FCR.
• Strong working knowledge of CRM, chat, email, and ticketing platforms.
• Experience handling customers over chat.

What will make you a good fit for this role?

• Customer First: You genuinely care about finding the best possible resolution for the customer.
• Ownership Mindset: You don't simply forward problems, you stay accountable until they are solved.
• Independent Execution: You are comfortable making decisions, prioritizing cases, and moving things forward without constant supervision.
• Problem Solver: You look beyond the immediate complaint to understand and solve the underlying problem.

What You’ll Get

• The opportunity to take meaningful ownership of the end-to-end customer experience.
• Freedom to identify problems and contribute ideas that directly improve customer experience and operational efficiency.
• Strong opportunities for learning, responsibility, and career growth.