Customer Support

Customer Support Executive
We’re hiring Customer Support Executives at Websites.co.in, a high-growth SaaS platform dedicated to helping small businesses create their own website in just 2 minutes. We seek sharp, quick thinkers ready to own the customer experience.

The Mission: Customer Advocacy
Your core objective is singular: keep every customer happy and heard. You serve as the vital link between our product and our global user base.

Key Responsibilities and Deliverables
This role demands comprehensive ownership of the customer journey across multiple channels.
Omnichannel Support Management: Efficiently manage, prioritize, and resolve incoming queries across platforms, including Freshdesk (Ticketing), Fresh chat(Live Chat), and WhatsApp, consistently meeting daily Service Level Agreements (SLAs).
Technical Troubleshooting: Diagnose and provide precise, step-by-step solutions for technical issues related to the website builder, domain setup, hosting, and e-commerce functionalities. Utilize internal knowledge bases and resources effectively.
Issue Ownership and Resolution: Maintain end-to-end ownership of all customer cases, ensuring proactive follow-up and verification until the user confirms the issue is 100% resolved.
Cross-Functional Coordination: Act as the voice of the customer, liaising with Product, Engineering, and Tech teams to escalate critical bugs, report persistent pain points, and communicate user feedback for product enhancement.
Quality Assurance: Ensure every interaction upholds the highest standard of professionalism and empathy, contributing directly to high Customer Satisfaction (CSAT) scores.

What We Expect: Profile & Skills
We require a blend of technical aptitude, emotional intelligence, and relentless drive.
Communication Excellence: Strong, professional written and verbal command of English is mandatory. Proficiency in Hindi and/or Marathi is a distinct advantage, enabling support across key markets.
SaaS and Web Platform Acumen: Eagerness to rapidly absorb technical details about SaaS architecture, website platforms, domain management, and small business digital needs.
Mental Fortitude: Proven ability to multitask effectively, manage a high volume of tickets, and remain calm, logical, and composed while under pressure.
Customer-First Initiative: A proactive attitude with meticulous attention to detail. You must anticipate user needs and take the initiative to turn frustrating experiences into positive resolutions.