Product Support Specialist

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

Benefits offered by this job

Competitive compensation

Employee benefits

Fast career growth

Job summary

RECRIVIO in Gurugram seeks a Senior Support Executive to deliver exceptional post-onboarding experiences and be the primary contact for customer queries. You will drive timely issue resolution and collaborate with Product, Engineering, and CS teams to improve the overall experience.

You will also mentor junior teammates, help create knowledge base articles, and push process improvements to boost CSAT and platform adoption in a fast-paced startup.

Qualifications

• 3-6 years in Customer Support or related roles in B2B SaaS.
• Excellent verbal and written communication with non-technical users.
• Experience with HRMS, Payroll, HR Tech, or ERP SaaS is preferred.
• Strong problem-solving and analytical thinking.
• Ability to handle multiple issues while maintaining quality.
• Experience with ticketing CRM and support tools.
• Demonstrated ownership and customer-first mindset.
• Comfortable in a fast-paced startup environment.
• Experience mentoring junior teammates is a plus.

Responsibilities

• Serve as the primary contact for support queries via email, chat, and phone.
• Diagnose and resolve product-related issues and configurations.
• Guide customers through features and best practices to boost adoption.
• Own tickets end-to-end within defined SLAs.
• Troubleshoot complex problems and escalate to Product/Engineering when needed.
• Follow up to confirm resolution and maintain high CSAT.
• Mentor and support junior support executives with case reviews.
• Collaborate with onboarding, product, engineering, and CS teams to improve experience.
• Create and maintain knowledge base articles and internal docs.
• Provide support during critical periods like payroll processing or renewals.
• Identify recurring issues and propose process improvements.

Skills

Customer support

Communication skills

Problem solving

Ownership

Mentoring

Multi-tasking

Tools

Freshdesk

Zendesk

Intercom

Jira

HubSpot

Salesforce

Job description

We are looking for a customer-obsessed Senior Support Executive to deliver an exceptional post-onboarding experience for our customers. In this role, you will serve as the primary point of contact for customer queries, ensuring timely issue resolution while maintaining high customer satisfaction. You will also mentor junior support team members, contribute to process improvements, and work closely with Product, Engineering, and Customer Success teams to enhance the overall customer experience.

Key Responsibilities

• Serve as the primary point of contact for customer support queries via email, chat, and phone.
• Diagnose and resolve customer issues related to product usage, configurations, and workflows.
• Guide customers through product features and best practices to maximize platform adoption.
• Own support tickets end-to-end, ensuring timely resolution within defined SLAs.
• Troubleshoot functional issues and elevate complex technical problems to Product and Engineering teams when necessary.
• Follow up with customers to confirm issue resolution and maintain high CSAT.
• Mentor and support junior support executives by sharing best practices, reviewing complex cases, and ensuring consistent service quality.
• Collaborate with Onboarding, Product, Engineering, and Customer Success teams to identify recurring issues and improve customer experience.
• Create and maintain knowledge base articles, FAQs, and internal documentation.
• Provide support during critical customer periods such as payroll processing, compliance deadlines, and product renewals.
• Continuously identify opportunities to improve support processes, response times, and customer satisfaction.

Required Qualifications

• 3 - 6 years of experience in Customer Support, Technical Support, Helpdesk, or Customer Success, preferably in a B2B SaaS environment.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Experience supporting HRMS, Payroll, HR Tech, ERP, or other SaaS products is preferred.
• Strong problem-solving and analytical skills with keen attention to detail.
• Ability to manage multiple customer issues simultaneously while maintaining high service quality.
• Experience using ticketing platforms, CRM systems, and customer support tools.
• Demonstrated ownership, accountability, and a customer-first mindset.
• Comfortable working in a fast-paced startup environment with evolving priorities.
• Experience mentoring or guiding junior support executives is an added advantage.

Preferred Skills

• Hands-on experience with tools such as Freshdesk, Zendesk, Intercom, Jira, HubSpot, Salesforce, or similar platforms.
• Understanding of SLA management, ticket prioritization, and customer escalation handling.
• Ability to analyze recurring customer issues and recommend process improvements.
• Strong collaboration skills across Product, Engineering, and Customer Success teams.

What We Offer

• Opportunity to work with a fast-growing, product-led startup.
• High ownership and exposure across cross-functional teams.
• Collaborative, transparent, and learning-driven work culture.
• Fast career growth based on performance and impact.
• Competitive compensation and employee benefits.