Senior Customer Support Executive

SmartQ; Bengaluru; On-site; INR 700,000 - 1,200,000; Full time

Job summary

SmartQ in Bengaluru seeks a Senior Customer Support Executive to manage enterprise client interactions across voice, email and chat. You will resolve escalations, mentor teams, and collaborate with product and operations to improve the customer experience.

The role requires strong English communication, 3–6 years in tech SaaS support, and familiarity with Zendesk, Freshdesk or Salesforce. Shift-based work is part of the business model.

Qualifications

• Excellent verbal and written English communication
• Experience handling enterprise clients in SaaS/tech
• Ability to interpret support metrics and data
• Experience with CRM tools and knowledge bases
• Ability to manage escalations and stakeholder expectations

Responsibilities

• Serve as the primary contact for enterprise clients across voice, email, and chat
• Handle escalations and critical support tickets with ownership and timely resolution
• Coordinate with product, operations, and technical teams to resolve platform issues
• Mentor junior support executives through feedback and quality reviews
• Maintain SOPs, FAQs, and knowledge base documentation to improve efficiency
• Ensure SLA adherence and improve customer experience through proactive resolution
• Track CSAT, NPS, FCR, and AHT metrics and share insights
• Capture Voice of Customer feedback and relay actionable findings to teams
• Collaborate with clients, managers, and internal teams across levels

Skills

Excellent communication

English fluency

CRM experience

Analytical mindset

Stakeholder management

Multitasking

Tools

Zendesk

Freshdesk

Salesforce

Job description

About Company

SmartQ is redefining how the world experiences food. As a next-generation food-tech innovator, we solve real operational challenges through empathy-led insights and powerful technology. Our mission is clear: to elevate everyday dining into a seamless and meaningful experience. In the last decade, we’ve transformed cafeteria and food operations across industries with scalable, cutting-edge solutions. Operating in 14 countries and backed by Compass Group- a $60B global foodservice leader SmartQ continues to push the boundaries of what modern food-tech can achieve. Since our inception in 2015, we’ve become a trusted partner for corporates, hospitals, universities, and food courts worldwide. With a bold vision to become the world’s largest B2B food-tech company, we connect people through exceptional food experiences powered by advanced technology. Today, we proudly serve 400+ global clients, including leaders like Google, HSBC, Amazon, and Wells Fargo.

At the heart of SmartQ is a culture shaped by four core pillars: Great People | Great Food | Great Experience | Greater Good. These values inspire collaboration, innovation, humility, and a relentless pursuit of excellence.

To dive deeper into what drives us, explore our cultural pillars on the SmartQ LinkedIn ‘Life’ page. It offers an authentic glimpse into the journey you could be part of: https://www.linkedin.com/company/smartq-bottlelabs/life/cdc290f8-ff81-4e7f-9c96-37d842f936c4/?viewAsMember=true

Are you passionate about delivering exceptional customer support and ensuring a seamless client experience across enterprise environments? We are looking for a Senior Customer Support Executive who can act as the voice of SmartQ by managing customer interactions, resolving escalations, mentoring support teams, and collaborating with cross-functional stakeholders to enhance overall customer satisfaction. The ideal candidate should have strong communication skills, hands‑on experience in handling enterprise clients, and the ability to thrive in a fast-paced, shift-based support environment while maintaining high service standards and SLA adherence.

Roles and responsibilities

• Serve as the primary point of contact for enterprise clients across voice, email, and chat support channels.
• Handle escalations, critical support tickets, and customer issues with complete ownership and timely resolution.
• Coordinate with product, operations, and technical teams to resolve platform-related concerns efficiently.
• Mentor and guide junior support executives through regular feedback sessions and quality reviews.
• Maintain and update SOPs, FAQs, and knowledge base documentation to improve support efficiency.
• Ensure SLA adherence and improve customer experience through proactive issue resolution.
• Track and analyze key support metrics such as CSAT, NPS, FCR, and AHT.
• Gather Voice of Customer (VoC) feedback and share actionable insights with internal teams.anage customer expectations through effective communication and timely updates.
• Handle customer complaints professionally and ensure satisfactory closure within defined timelines.
• Support process improvements and contribute towards enhancing operational efficiency.
• Collaborate with stakeholders across multiple levels including clients, managers, and internal teams.
• Maintain strong knowledge of SmartQ products, services, policies, and support processes.
• Ensure proper documentation of issues, escalations, and customer interactions within CRM tools.
• Work in rotational shifts, including weekends, as part of the business support model.

Qualifications

• Possess 3-6 years of relevant experience in customer support, preferably in SaaS or technology-based environments.
• Demonstrate excellent verbal and written communication skills in English; regional language proficiency is an added advantage.
• Hands-on experience with CRM tools such as Zendesk, Freshdesk, or Salesforce.
• Strong analytical and troubleshooting skills with the ability to interpret customer support metrics and data.
• Proven ability to handle customer escalations and provide customer-first solutions.
• Strong stakeholder management and collaboration skills across cross-functional teams.
• Ability to multitask efficiently and work effectively in a fast-paced, shift-based environment.
• Good email etiquette and professional communication skills.
• Experience in process documentation, team mentoring, and support operations is preferred.

Message from CEO

We've come to realize that we're not merely in the B2B Food service industry; we're in the business of 'Capturing Hearts.' We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.