Key Responsibilities:

1. Manage high-volume, concurrent live chats and email support queues within defined Service Level Agreements (SLAs)
2. Troubleshoot and resolve complex product, service, and technical complaints with high First Contact Resolution (FCR)
3. Maintain a professional, empathetic, and solution-oriented tone aligned with the brand voice across all written interactions
4. Accurately tag, document, and categorize customer tickets in the customer relationship management to ensure clear audit trails and clean reporting data
5. Monitor and actively engage with user-generated content, queries, reviews, and complaints across social platforms (X/Twitter, LinkedIn, Instagram, Facebook, YouTube), app stores (Google Play, Apple App Store), and public review portals (Google My Business)
6. Identify potential brand risks or viral negative sentiment; implement rapid de-escalation protocols and escalate to internal stakeholders (PR, Legal, Product) when necessary
7. Turn negative brand sentiment into positive customer advocacy through swift, transparent, and empathetic public problem resolution
8. Act as the tier-II escalation point for unresolved frontline queries, bug reports, and edge cases
9. Assist team leads in conducting spot-checks, peer ticket audits, and providing constructive feedback to junior associates
10. Document recurring process bottlenecks, customer pain points, and edge cases to share with Product, Tech, and Quality Assurance teams

Ideal Candidate:

1. 4 years of experience in non-voice customer support (email and chat)
2. Proven track record handling enterprise or consumer-facing escalations in a fast-paced environment (E-commerce, Fintech, SaaS, or D2C)
3. Should be proficient in platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, or Intercom
4. Experience using tools such as Sprinklr, Hootsuite, Sprout Social, Brandwatch, Locobuzz, or Konnect Insights
5. Should have a typing speed of 45–50 WPM with 95% accuracy
6. Should be good with grammar, comprehension, tone modulation, and de-escalation writing skills
7. Ability to synthesize complex customer queries quickly and extract actionable insights from repetitive feedback trends