Customer Support Executive — Remote

Job Type: Full-time

Location: Remote — India
Salary: ₹1.8–2.0 LPA, depending on experience

About Financially Free

Financially Free is an Indian education brand focused on practical, experience-driven investment education.

Our mission is to help people move from wanting financial freedom to knowing how to achieve it.

Job Overview

We are looking for a Customer Support Executive who takes full ownership of customer issues from start to resolution.

Your responsibility does not end after replying, forwarding, or escalating a query. If a customer issue is assigned to you, you are responsible for ensuring it is fully resolved.

Fluency in Hindi and English is required.

Key Responsibilities

1. Handle customer queries through email, chat, and phone.
2. Understand issues clearly and provide accurate solutions.
3. Take end-to-end ownership of every assigned customer issue.
4. Coordinate with internal teams and follow up until closure.
5. Keep customers updated on pending issues proactively.
6. Maintain accurate records of conversations and resolutions.
7. Identify recurring issues and suggest improvements.
8. Track response time, resolution time, customer satisfaction, and NPS.
9. Take responsibility for errors and ensure they are not repeated.

What We Expect
Ownership: Own every assigned issue until it is resolved.
Accountability: Replying is not the goal. Resolution is.
Proactive follow-up: Do not wait for customer or manager reminders.
Problem-solving: Try to resolve issues before escalating.
Independent working: Manage responsibilities without constant supervision.

Skills & Requirements

1. Strong Hindi and English communication skills.
2. Previous customer support experience preferred.
3. Familiarity with Freshdesk, Zoho Desk, or similar tools is a plus.
4. Strong problem-solving and follow-up skills.
5. Ability to manage multiple customer issues.
6. Self-motivated and comfortable working remotely.