Support Specialist (Tech and customer support)

Easyship; Bengaluru; On-site; INR 550,000 - 900,000; Full time

Benefits offered by this job

Gym & wellness reimbursement

Zomato meal credits

Work from Anywhere 4 weeks/year

Generous vacation policy

Job summary

Easyship is seeking a Support Specialist to be the first point of contact for customers, delivering timely support across Live Chat, Email, and Phone while collaborating with internal teams. This is a full-time, onsite role based in Bengaluru (MG Road) office with night-shift hours to align with US collaboration hours.

You will resolve delivery or technical issues, collect feedback, and contribute to product and process improvements while maintaining strong, trust-based customer relationships

Qualifications

• Experience in customer support for B2B SaaS/tech companies.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts clearly and patiently.

Responsibilities

• Provide outstanding support via Live Chat, Email, and Phone.
• Coordinate with courier partners and vendors to resolve issues.
• Collect and relay customer feedback to improve service and product.
• Build and maintain trust-based customer relationships.
• Collaborate with Sales, Product, and Operations teams.

Skills

B2B SaaS support

Customer communication

Problem solving

Education

Bachelor's in CS/Engineering

Tools

Zendesk

Intercom

Freshdesk

CRM systems

Job description

Support Specialist (Tech and customer support)

About Easyship:

Easyship is a leading global shipping software and API platform trusted by 100,000+ eCommerce merchants to compare couriers, automate fulfilment, and simplify cross-border shipping, taxes and duties. A top-rated Shopify Certified Technology Provider, eBay preferred fulfilment partner, and Amazon preferred multi-channel integrator, Easyship is the G2 category leader (April 2026), offering 550+ courier services worldwide. We believe in accelerating borderless commerce through innovative solutions, and we're proud that brands of all sizes from small business to enterprise trust Easyship for all their shipping needs.

Who We’re Looking For:

We are seeking Customer Support/Experience Specialiststo be the first point of contact for our customers. You will deliver timely and effective support across multiple channels- Live Chat, Email, and Calls while ensuring an exceptional customer experience. You will also work closely with internal teams and courier partners to solve problems, collect feedback, and contribute to product and process improvements.

What you additionally need to know:

This is a full-time, onsite role based in our Bengaluru (MG Road) office. The role follows US collaboration hours (10:00 PM–7:00 AM IST) to support seamless cross-regional execution

What would be you be responsible for:

• Providing outstanding support via Live Chat, Email, and Phone to Easyship customers
• Liaising with courier partners and third-party vendors to resolve delivery or technical issues
• Collecting and relaying customer feedback to enhance service and product offerings
• Building and maintaining strong, trust-based customer relationships
• Collaborating with cross-functional teams including Sales, Product, and Operations
• Contributing to achieving high ratings on customer review platforms
• Identifying opportunities for continuous improvement in support processes
• You have 2+ years of prior experience in customer support in B2B SaaS/Tech companies
• You have excellent written and verbal communication skills, with the ability to explain technical concepts clearly and patiently
• You are comfortable with night shifts, rotational week offs, work from office.
• You have strong problem-solving skills and comfort navigating ambiguous or multi-step issues
• You have the ability to multitask and stay organized while managing a high volume of tickets/conversations
• You are comfortable working with helpdesk tools (e.g., Zendesk, Intercom, Freshdesk) and basic familiarity with CRM or ticketing systems
• You have proficiency with Google Workspace and Microsoft Office tools
• You have the empathy, patience, and a genuine desire to help customers succeed
• You have adaptability and a positive attitude in a fast-paced, evolving startup environment
• Familiarity with international shipping, customs, or logistics concepts is a plus, but not required — we'll train you
• You preferably have a Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• Prior experience in SaaS or E-commerce logistics support.

If you’re excited about this role but don’t meet every requirement, we’d still love to hear from you.

What we bring to the table as an employer:

• Generous remuneration and stock units
• We reimburse gym and wellness expenses so you can invest in your health
• Zomato digital meal credits and pantry full of wholesome snacks to keep you fueled through the workday
• The freedom to ‘Work from Anywhere’ for 4 weeks in a year
• Generous vacation policy, plus duvet days and mental health days to truly recharge

How we value inclusion in our recruitment practices:

Easyship is an equal opportunity employer. We make all employment decisions—recruiting, hiring, pay, benefits, training, promotion, leave, and separation—based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.