Customer Support Specialist

Amenify, Inc.; Gurugram District; On-site; INR 700,000 - 900,000; Full time

Benefits offered by this job

Performance bonus

Monthly bonus

Team lunches and outings

Referral bonus

Direct 1:1 time with founders

Ownership of work

Job summary

Amenify, Inc. in India is seeking a Customer Service Specialist to manage both voice and non-voice support, night onsite shifts 5:30 PM to 6:30 AM, and ensure smooth client experiences across technical platforms.

You will troubleshoot, resolve escalations, onboard clients, and collaborate with engineering and operations to improve CSAT while delivering proactive solutions. This role offers a competitive salary with performance bonuses and growth opportunities within a fast-moving, collaborative

Qualifications

• Bachelor's degree in a related field.
• 2+ years in customer service, technical support or client services (blended voice & non-voice).
• Exceptional verbal and written communication skills.
• Proven experience in client handling and escalation resolution via calls.
• Strong knowledge of CRM tools, databases, and technical platforms.

Responsibilities

• Provide exceptional customer service across blended processes (voice & non-voice).
• Handle client inquiries, issues, and escalations via calls, emails, and chats with professionalism and empathy.
• Resolve technical and operational queries while ensuring client satisfaction and timely responses.
• Serve as a subject matter expert for clients on processes, technical tools, and platforms.
• Troubleshoot technical issues, coordinate with cross-functional teams, and provide proactive solutions.
• Assist in onboarding and training clients on technical platforms and services.
• Track, analyze, and improve CSAT scores, implementing corrective actions where needed.
• Identify trends and process gaps through client feedback and recommend workflow improvements.
• Maintain clear, structured communication with clients and internal teams to ensure smooth operations.

Skills

Verbal communication

Written communication

Client handling

Escalation resolution

CSAT analysis

Cross-functional collaboration

Troubleshooting

Education

Bachelor's degree in a related field

Tools

CRM tools

Databases

Technical platforms

Job description

This is an onsite night role- Rotational Shifts: Between 5:30 PM to 6:30 AM, giving you flexibility and variety.

Position Overview:

The Customer Service Specialist will play a critical role in ensuring smooth client experiences by handling both voice and non-voice support channels. This role requires strong technical and operational understanding, exceptional communication skills, and the ability to resolve client concerns effectively. The ideal candidate will focus on driving high CSAT scores, resolving escalations, and building long-term client relationships while supporting technical tools and business operations.

Key Responsibilities:

• Provide exceptional customer service across blended processes (voice & non-voice).
• Handle client inquiries, issues, and escalations via calls, emails, and chats with professionalism and empathy.
• Resolve technical and operational queries while ensuring client satisfaction and timely responses.
• Serve as a subject matter expert for clients on processes, technical tools, and platforms.
• Troubleshoot technical issues, coordinate with cross-functional teams (engineering, operations, support), and provide proactive solutions.
• Assist in onboarding and training clients on technical platforms and services.
• Track, analyze, and improve CSAT scores, implementing corrective actions where needed.
• Identify trends and process gaps through client feedback and recommend workflow improvements.
• Maintain clear, structured communication with clients and internal teams to ensure smooth operations.

Key Requirements:

• Bachelor's degree in a related field.
• 2+ years of experience in customer service, technical support, or client services (blended process – voice & non-voice).
• Exceptional verbal and written communication skills (mandatory).
• Proven experience in client handling and escalation resolution via calls.
• Strong knowledge of CRM tools, databases, and technical platforms.
• Demonstrated ability to troubleshoot technical issues with a client-first approach.
• Experience driving and improving CSAT performance metrics.
• Ability to collaborate with cross-functional teams and explain technical concepts to non-technical stakeholders.

What We're Looking For:

• Strong pronunciation and speech clarity
• Customer-first approach
• Detail-oriented and disciplined

Why should you join us?

• Above-industry salary + performance bonus + monthly bonus
• Team lunches and outings
• High-growth trajectory with rapid learning
• Best referral bonus in the market
• Massive ownership of work & projects
• Direct 1:1 time with founders
• Work with an ambitious, collaborative, transparent team