Customer Support Specialist

About Pazy:
Pazy is building India’s most comprehensive integrated business payments platform. We help mid-market businesses automate their entire payment journey, from invoice processing to reconciliation, while seamlessly integrating with banks, accounting systems, and GST portals.

Role Overview:
We’re looking for a Customer Support Specialist with 1+ years of experience in SaaS or tech-enabled environments, who can provide top-notch support to our users. You’ll be the first point of contact for our users, delivering support that’s clear, empathetic, and delightful.
You’ll also collaborate closely with our Sales, Product, and Engineering teams to drive product improvement and enhance customer satisfaction.

Key Responsibilities:

• Own customer queries across email, chat, and Jira, ensuring zero dropped conversations
• Confidently juggle multiple support channels while maintaining speed, accuracy, and empathy.
• Troubleshoot both technical and non-technical issues and resolve them within defined SLAs.
• Create clear, well-documented Jira tickets with reproduction steps, priority tags, and impact context
• Collaborate closely with Product, Engineering, and Sales for faster, cleaner resolutions
• Escalate issues with context, clarity, urgency; not just “this is broken”
• Document solutions, create support articles, and contribute to a growing knowledge base to improve self-service options.
• Build and maintain knowledge base articles, FAQs, and internal playbooks
• Analyse recurring customer issues and suggest product or process improvements
• Track and improve support metrics like response time, resolution time, backlog health, and CSAT

Required Qualifications:

• 1+ years of experience in Customer Support / Technical Support, preferably in SaaS or tech environments.
• Strong hands-on experience with Jira, workflows, prioritisation, and cross-team coordination
• Comfort handling high-volume, multi-channel support without sacrificing quality
• Excellent written and verbal communication skills in English
• Sharp problem-solving ability with a customer-first mindset
• Ability to work independently and thrive in a fast-paced environment

Good to Have

• Prior experience working in a startup or fast-paced environment
• Exposure to handling customer escalations with professionalism and resolution-focused approach
• Basic understanding of accounting tools and ERPs (e.g., Tally, Zoho Books)
• Ability to translate technical concepts into simple, customer-friendly explanations
• Experience supporting B2B customers with mid-to-complex workflows

Why You’ll Love Working at Pazy

• Your ideas will directly influence the product roadmap
• You’ll solve real problems for real businesses every day
• High ownership, low bureaucracy
• A team that values accountability and clarity.