Senior Customer Support Specialist - Rotational Shift

NAVEX Global, Inc.; Bengaluru Urban; Hybride; INR 914 000 - 1 117 000; Plein temps

Résumé du poste

NAVEX Global, Inc. is seeking a Senior Customer Support Specialist to provide frontline support for Customer Administrators of our risk and compliance platform. You will listen actively, diagnose issues, and guide customers through configuration changes and troubleshooting while delivering a positive experience.

The role is hybrid and requires strong communication, problem solving, and CRM skills. You’ll work with cross-functional teams, mentor peers, and contribute to knowledge resources while

Qualifications

• 3+ years of experience in customer service and software support.
• Proficiency in Windows and Microsoft Office; understanding of website functionality.
• Experience updating and managing CRM; Salesforce preferred.
• Training experience with adaptable facilitation style.
• Ability to learn quickly and adapt to new information.
• Strong teamwork and prioritization skills.
• Culture agility and AI readiness.
• Comfortable with rotational shifts, including nights and weekends.

Responsabilités

• Serve as a trusted advisor by understanding customer goals and outcomes.
• Manage incoming calls and chats.
• Lead complex customer issues through diagnosis, resolution, and follow-up.
• Adapt communication to engage technical and business stakeholders.
• Independently manage escalated customer situations.
• Prioritize work based on customer impact, risk, and business needs.
• Identify root causes and opportunities for improvement.
• Partner across teams to resolve issues and improve customer experiences.
• Create and enhance knowledge resources, processes, and best practices.
• Recommend scalable solutions that improve operational efficiency and customer outcomes.
• Share expertise and mentor peers to strengthen team capabilities.

Connaissances

Customer service

Problem solving

Communication

Teamwork

Attention to detail

Adaptability

Outils

Salesforce CRM

Windows

MS Office

Description du poste

At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. That’s real impact.

Our high-performance culture is driven by our values. We move with speed, passion and purpose — as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right.

Our goal is to delight our customers by providing high quality, highly valued risk and compliance management products and services within our fully integrated platform. We create better workplaces by combining innovative people and industry-leading technology that allows companies to build and promote ethical cultures.

As a Senior Customer Support Specialist, your primary responsibility will be front line support for Customer Administrators of our solutions. Gaining the confidence and trust of your stakeholders through active listening and problem-solving will be critical to your success. Typical support requests may include answering product how-to questions, assisting customers with system configuration changes and troubleshooting technical issues. Come join our outstanding team of fun, close-knit professionals who will help with your success and long-term career growth!

At NAVEX, you will work in a hybrid role and thrive alongside an engaged and collaborative team invested in supporting your success!

What you’ll get:

• Meaningful Purpose.Your work helps organizations operate with integrity and protect their people—at a scale few companies can match.
• High-Performance Environment.We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture.We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters.You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results.We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.

What you’ll do:

• Serve as a trusted advisor by understanding customer goals and desired outcomes
• Manage incoming phone calls and chats
• Lead complex customer issues through diagnosis, resolution, and follow-up
• Adapt communication styles to effectively engage technical and business stakeholders
• Independently manage escalated customer situations and expectations
• Prioritize work based on customer impact, risk, and business needs
• Identify root causes, recurring trends, and opportunities for improvement
• Partner across teams to resolve issues and improve customer experiences
• Create and enhance knowledge resources, processes, and best practices
• Recommend scalable solutions that improve operational efficiency and customer outcomes
• Share expertise and mentor peers to strengthen team capabilities

What you’ll bring:

• 3+ years of experience in customer service and software support
  
• Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies
  
• Proficiency in updating and managing CRM; Salesforce preferred
  
• Training experience with the ability to adapt facilitation style to engage your audience
  
• Ability to learn and assimilate new information quickly
  
• Ability to evaluate and define customer and system needs
  
• Ability to work within a team environment to achieve results
  
• Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities
  
• Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
  
• AI Readiness.Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
  
• Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values
• Comfortable working in rotational shifts, including night shifts or weekends

Our side of the deal:

• We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way.
• The starting pay for this role is 1,015,000 INR per annum. Shifts ending between 12:00 AM IST and 07:00 AM IST are eligible for a night shift differential of 500 INR/day. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.