Join a dynamic team as a Senior Customer Support Executive, where you'll provide top-notch support for our innovative payroll and attendance platform.

About the Company

SalaryBox is revolutionizing the way MSMEs in India handle attendance and payroll, catering to over 60 million businesses. Launched in January 2021, the application has quickly gained popularity, amassing over 4 million downloads. Backed by prestigious investors like Y-Combinator, SalaryBox is positioned as India’s leading app in this sector. With the MSME segment employing around 100 million people and contributing to 27% of India’s GDP, our mission is to simplify work for business owners, managers, and employees, allowing them to focus on their core operations. Our team comprises analytical and ambitious individuals who thrive on developing groundbreaking technologies for the MSME ecosystem.

Role Overview

We are looking for a Senior Customer Support Executive who will play a pivotal role in ensuring a seamless post-onboarding experience for our clients. This position necessitates delivering timely and effective customer service, addressing client issues, and ensuring overall satisfaction with the platform. You will be part of a collaborative and agile team, contributing your insights and solutions that can reach millions of users.

Key Responsibilities

• Act as the first point of contact for customer support queries via email, chat, or calls.
• Understand and resolve customer issues related to product usage, configuration, or workflows with accurate solutions.
• Provide step-by-step guidance to help users navigate the platform effectively.
• Mentor junior support team members by sharing best practices and ensuring consistent service quality.
• Troubleshoot issues and escalate complex technical or product-related problems to internal teams as necessary.
• Track, document, and manage support tickets to ensure timely resolution while adhering to defined SLAs.
• Follow up with customers post-resolution to confirm satisfaction and address any lingering concerns.
• Collaborate with onboarding, product, and engineering teams to relay customer feedback and recognize recurring issues.
• Maintain a clear documentation of common issues, FAQs, and solutions to improve customer experience.
• Provide support during critical usage times such as payroll cycles, ensuring clients have the assistance they need.

Tech Stack

• Customer Relationship Management (CRM) systems
• Ticketing tools for customer support
• Virtual communication platforms for efficient customer interaction

Requirements

• 3-6 years of experience in customer support, helpdesk, or customer-facing roles (preferably in SaaS).
• Strong communication skills to explain concepts clearly to non-technical users like business owners and HR managers.
• Ownership of customer support operations while guiding junior team members as needed.
• Customer-first mindset with patience and empathy.
• Excellent problem-solving skills and attention to detail.
• Comfortable with ticketing tools, CRM systems, and virtual communication platforms.
• Ability to manage multiple customer issues simultaneously and prioritize effectively.
• Willingness to learn about product features and adapt to a fast-paced startup environment.

Benefits

• Competitive salary package.
• Opportunity to work with a rapidly growing startup.
• Flexible working hours with an emphasis on work-life balance.
• Collaborative and dynamic work environment.
• Professional development and training opportunities.