Customer Support Specialist

Surebright; India; Remote; INR 350,000 - 550,000; Full time

Job summary

SureBright in Gurgaon, India, is hiring a Customer Support Specialist to be a primary contact for customers. You will explain coverage, help purchase protection plans, and navigate claims from start to finish.

This role emphasizes ownership, problem-solving, and customer trust, with opportunities to share insights with product and operations teams as SureBright scales its warranty offerings.

Qualifications

• 1+ years of experience in customer support, customer success, operations, or a similar customer-facing role.
• Excellent spoken and written English.
• Ability to explain complex information clearly, patiently, and confidently.
• Strong problem-solving skills and a customer-first mindset.
• High attention to detail and strong organizational skills.
• Comfortable handling difficult or frustrated customers calmly and professionally.
• Ability to learn quickly and work effectively in a fast-moving startup environment.
• Comfortable using CRM systems, support tools, dashboards, and other software.
• Willingness to work from 6:00 PM to 3:00 AM IST.
• Comfortable with rotational weekly offs, which may fall on weekdays depending on team scheduling.

Responsibilities

• Support customers over phone, email, and chat with speed, professionalism, and empathy.
• Explain warranty coverage, benefits, exclusions, eligibility, and policy terms in simple language.
• Help customers initiate, track, and resolve claims.
• Coordinate with internal teams and service partners to move cases toward resolution.
• Assist customers with policy updates, account changes, and personal information.
• Support D2C warranty sales by answering pre-purchase questions and helping customers choose and purchase the right protection plan.
• Maintain accurate case notes and documentation in our support and CRM systems.
• Take ownership of customer issues rather than simply forwarding them to another team.
• Identify recurring customer pain points and suggest ways to improve our product, processes, and support experience.
• Learn new products and processes quickly as SureBright continues to grow.

Skills

Customer-focused

Problem-solving

Communication

Organizational skills

Learning agility

Startup environment

Tools

CRM systems

Support tools

Dashboards

Job description

Job Summary

[Full Time] Customer Support Specialist at SureBright (India) | BEAMSTART Jobs

Location: Gurgaon, India

Work Timings: 6:00 PM - 3:00 AM IST

Type: Full-time

SureBright is building the world s first AI-native, agentic warranty company. We power warranty programs for merchants and help customers protect the products they buy through simple, transparent coverage and a smooth claims experience.

Our north stars are merchant/partner and customer experience. This role sits directly at the center of that mission.

About the Role

As a Customer Support Specialist, you will be one of the primary points of contact for SureBright customers.

You ll help customers understand their coverage, purchase protection plans, update policy information, and navigate claims from start to finish.

This is not just a ticket-resolution role. We want someone who can build trust, solve problems thoughtfully, and make customers feel that someone is genuinely taking ownership of their issue.

You will also play an important role in helping us improve our products and processes by identifying recurring customer problems and sharing insights with our product and operations teams.

Responsibilities

• Support customers over phone, email, and chat with speed, professionalism, and empathy
• Explain warranty coverage, benefits, exclusions, eligibility, and policy terms in simple language
• Help customers initiate, track, and resolve claims
• Coordinate with internal teams and service partners to move cases toward resolution
• Assist customers with policy updates, account changes, and personal information
• Support D2C warranty sales by answering pre-purchase questions and helping customers choose and purchase the right protection plan
• Maintain accurate case notes and documentation in our support and CRM systems
• Take ownership of customer issues rather than simply forwarding them to another team
• Identify recurring customer pain points and suggest ways to improve our product, processes, and support experience
• Learn new products and processes quickly as SureBright continues to grow

What We're Looking For

• 1+ years of experience in customer support, customer success, operations, or a similar customer-facing role
• Excellent spoken and written English
• Ability to explain complex information clearly, patiently, and confidently
• Strong problem-solving skills and a customer-first mindset
• High attention to detail and strong organizational skills
• Comfortable handling difficult or frustrated customers calmly and professionally
• Ability to learn quickly and work effectively in a fast-moving startup environment
• Comfortable using CRM systems, support tools, dashboards, and other software
• Willingness to work from 6:00 PM to 3:00 AM IST
• Comfortable with rotational weekly offs, which may fall on weekdays depending on team scheduling

Strong Preference For

• Experience in e-commerce, insurance, warranties, fintech, or claims
• Experience supporting customers in the US or other international markets
• Experience handling phone, chat, and email support
• Experience with D2C products or services
• Experience resolving claims, refunds, replacements, escalations, or other post-purchase issues

Why Join SureBright

• Work on a product that directly helps customers when something goes wrong with a purchase
• Join a small, ambitious team where your work has visible impact
• Help build the customer experience of an AI-native company from the ground up
• Work closely with product and operations teams instead of being isolated in a traditional support function
• Grow your responsibilities as the company scales across warranties, claims, and D2C