Customer Experience Specialist

Overview

Customer Experience Specialist who is the first point of contact for Easyship customers, providing timely support across multiple channels.

What you'll do

• Provide support to customers via live chat, email, and phone.
• Coordinate with courier partners and third-party vendors to resolve delivery or technical issues.
• Collect and relay customer feedback to improve services and products.
• Build and maintain trust-based customer relationships.
• Collaborate with sales, product, and operations teams to solve customer problems.
• Help achieve high customer review ratings.
• Identify opportunities to continuously improve support processes.

What you'll need

• 1-2 years of prior customer support experience (preferably in B2B SaaS).
• Strong empathy and a passion for helping people.
• Exceptional verbal and written communication skills.
• Strong attention to detail, organization, and multitasking.
• Proven problem-solving and critical thinking skills.
• Ability to stay calm and productive in a fast-paced environment.
• Proficiency with Google Workspace and Microsoft Office.
• Some technical troubleshooting experience.
• Comfort with night shifts and rotational week offs; work from office.

Details

• Full-time, onsite role based in Bengaluru (MG Road) office.
• US collaboration hours: 10:00 PM–7:00 AM IST.