Customer Support Specialist

Swish; Bengaluru; On-site; INR 360,000 - 480,000; Full time

Job summary

Swish Bengaluru is seeking a Customer Support Associate to be the first point of contact for customers across calls, chats and other support channels. You will understand customer issues and resolve queries quickly and effectively, coordinating with kitchen, rider and operations teams to ensure timely resolution.

The role requires 0-3+ years in customer support, strong communication, calm handling of difficult customers, and willingness to work in rotational shifts including weekends in a

Qualifications

• 0-3+ years of experience in customer support, customer experience, operations or a similar role.
• Strong verbal and written communication skills.
• Comfortable speaking with customers over calls and handling chat-based conversations.
• Strong problem-solving ability and attention to detail.
• Ability to stay calm and empathetic while handling difficult customers.
• Comfortable working in a fast-paced startup environment.
• Willingness to work in shifts, including weekends, based on business requirements.
• Fluency in English and Hindi; knowledge of Kannada is a plus.

Responsibilities

• Be the first point of contact for Swish customers across calls, chats and other support channels.
• Understand customer issues and resolve queries quickly and effectively.
• Handle concerns related to orders, deliveries, payments, refunds, food quality and cancellations.
• Coordinate closely with kitchen, rider and operations teams to resolve customer issues.
• Take ownership of customer complaints from start to resolution and ensure timely closure.
• Identify recurring customer issues and share insights with the relevant teams to improve the overall experience.
• Maintain accurate records of customer interactions and follow defined support processes.
• Handle difficult or escalated customer situations with patience, empathy and good judgement.
• Help build a fast, reliable and customer-first support experience as Swish scales.

Skills

Customer support experience

Communication skills

Problem-solving

Empathy

Attention to detail

Shift work

English & Hindi fluency

Kannada knowledge (nice to have)

Job description

Swish is building the next generation of food delivery — delivering fresh, affordable meals to customers Rapidly. We operate a vertically integrated model across kitchens, supply chain, technology and last-mile delivery, giving us control over the entire customer experience.

What You'll Own

• Be the first point of contact for Swish customers across calls, chats and other support channels.
• Understand customer issues and resolve queries quickly and effectively.
• Handle concerns related to orders, deliveries, payments, refunds, food quality and cancellations.
• Coordinate closely with kitchen, rider and operations teams to resolve customer issues.
• Take ownership of customer complaints from start to resolution and ensure timely closure.
• Identify recurring customer issues and share insights with the relevant teams to improve the overall experience.
• Maintain accurate records of customer interactions and follow defined support processes.
• Handle difficult or escalated customer situations with patience, empathy and good judgement.
• Help build a fast, reliable and customer-first support experience as Swish scales.

What We're Looking For

• 0- 3+ years of experience in customer support, customer experience, operations or a similar role.
• Strong verbal and written communication skills.
• Comfortable speaking with customers over calls and handling chat-based conversations.
• Strong problem-solving ability and attention to detail.
• Ability to stay calm and empathetic while handling difficult customers.
• Comfortable working in a fast-paced startup environment.
• Willingness to work in shifts, including weekends, based on business requirements.
• Fluency in English and Hindi; knowledge of Kannada is a plus.

Work Requirements

• This is a Work From Office role based out of our Bengaluru office.
• The role follows rotational shifts, with shift timings scheduled between 7:00 AM and 4:00 AM.
• You should be comfortable working across different shift timings based on business requirements.
• Weekly offs will be provided between Monday and Friday on a rotational basis.
• You should be comfortable working Saturdays, Sundays and public holidays as part of the regular work schedule.