Senior Customer Support Agent - Social Media

Overview

Senior Social Media Support Agent on Truecaller's customer support team, serving as a primary public-facing representative of the product across email, X/Twitter and app store reviews.

What you'll do

• Respond to customer inquiries and complaints across email, X/Twitter, and app store reviews, providing clear, accurate and friendly resolutions
• Troubleshoot complex product issues and manage escalations when necessary to ensure timely resolution
• Collaborate with cross-functional teams, including Product and Engineering, to identify and resolve product bugs and improve overall product usability
• Analyze support and feedback trends across channels and turn them into clear, actionable reporting summaries for the wider team
• Help maintain a consistent, on-brand voice across all public support interactions
• Manage a high volume of email support tickets, the primary support channel, alongside social and app store engagement
• Contribute to improving support processes, documentation, and FAQs based on recurring user pain points
• Increase efficiency and stay within the given TAT
• Learn how the Truecaller App works and create JIRAs for the issues that have been raised
• Create and update documentation to aid users and educate customers on product usage
• Monitor performance metrics (CSAT and FRT) and gather feedback for continuous improvement
• Stay updated on product features and industry trends

What you'll need

• 4–6 years of experience in customer support, preferably for mobile or technical products
• Excellent written and verbal English communication skills
• Hands-on experience with support platforms such as Zendesk, Freshdesk, or similar tools
• A logical, strategic approach to problem-solving, with an eye for both the details and the bigger picture
• Excellent time management and the ability to multitask across multiple channels and priorities
• A collaborative mindset and comfort working cross-functionally with product and engineering teams
• Strong analytical skills, with the ability to turn data into clear, useful reporting
• Proactively seek opportunities to add value by taking on additional projects while effectively prioritizing and managing multiple responsibilities

Nice to have

• Proficiency in additional languages, especially Hindi
• Prior startup experience
• Team player
• Initiative taking and proactive approach

Details

• Location: Bangalore
• Office-first model with some flexibility
• Background check as part of the recruitment process
• Applications accepted in English only