Senior Customer Support Executive

Rempact; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Rempact is seeking a Senior Customer Support Executive in Gurugram to ensure timely, customer-focused support after onboarding. You will resolve issues, answer queries, and maintain high satisfaction while guiding junior teammates and coordinating with product and engineering teams.

The role requires 3-6 years of experience in customer support, with strong communication skills and a customer-first mindset in a fast-paced startup environment.

Qualifications

• 3-6 years of customer support experience, SaaS preferred.
• Strong communication and the ability to explain concepts clearly to non-technical users.
• Ownership mindset with guidance to junior team members and SLA focus.

Responsibilities

• Serve as first point of contact for queries via email, chat, or calls.
• Diagnose issues related to product usage and provide accurate resolutions.
• Guide customers through platform usage with step-by-step instructions.
• Support and mentor junior team members to maintain service quality.
• Triage and escalate complex issues to relevant internal teams.

Skills

Customer support

Communication

Problem solving

Empathy

Tools

CRM systems

Ticketing tools

Chat tools

Job description

Position: Senior Customer Support Executive

Location: Gurugram

Working Days: 6 (Mon-Fri) (1st and 4th Saturday)

Experience Required: 3-6 years

About The Role

The Senior Support Executive will be responsible for providing timely, effective, and customer-focused support to clients using our platform. This role ensures a smooth post-onboarding experience by resolving issues, answering queries, and maintaining high customer satisfaction.

What You’ll Do

• Act as the first point of contact for customer support queries via email, chat, or calls.
• Understand customer issues related to product usage, configuration, or workflows and provide accurate resolutions.
• Provide step-by-step guidance to customers to help them use the platform effectively.
• Provide guidance and day-to-day support to junior support team members, helping them resolve customer queries, share best practices, and ensure consistent service quality.
• Troubleshoot issues and elevate complex technical or product-related problems to internal teams when required.
• Track, document, and manage support tickets to ensure timely resolution within defined SLAs.
• Follow up with customers to confirm issue resolution and ensure satisfaction.
• Collaborate with onboarding, product, and engineering teams to share customer feedback and recurring issues.
• Maintain clear documentation of common issues, FAQs, and solutions.
• Support customers during critical usage periods such as payroll cycles, compliance deadlines, or renewals (if applicable).

What We Are Looking For

• 3-6 years of experience in customer support, helpdesk, or customer-facing roles (SaaS experience preferred).
• Strong communication skills with the ability to explain concepts clearly to non-technical users, including business owners and HR managers.
• Ability to take ownership of customer support operations while providing guidance and functional support to junior team members whenever required.
• Customer-first mindset with patience and empathy.
• Good problem-solving skills and attention to detail.
• Comfortable working with ticketing tools, CRM systems, and virtual communication platforms.
• Ability to manage multiple customer issues simultaneously and prioritize effectively.
• Willingness to learn product features and adapt to a fast-paced startup environment.