Support Specialist (Tech and customer support)

Overview

Support Specialist responsible for being the first point of contact for Easyship customers. Provide timely support across live chat, email, and calls while improving customer experience through feedback and cross-team problem solving.

What you'll do

• Provide customer support via live chat, email, and phone.
• Liaise 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 to solve problems.
• Identify opportunities for continuous improvement in support processes.

What you'll need

• 2+ years of prior customer support experience in B2B SaaS/Tech companies.
• Excellent written and verbal communication skills for explaining technical concepts clearly.
• Ability to work night shifts comfortably.
• Strong problem-solving skills for ambiguous, multi-step issues.
• Comfort multitasking while managing high volumes of tickets/conversations.
• Experience with helpdesk tools such as Zendesk, Intercom, or Freshdesk.
• Proficiency with Google Workspace and Microsoft Office tools.

Details

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