Customer Experience Executive

About the Role

At Noise, great products are only half the story. The other half is how we show up for the people who use them.
We’re launching the Noise REP Band, our new fitness tracker, and we’re looking for people to be the voice of Noise for our customers. You’ll solve real technical problems, from pairing and sync issues to questions about SpO2 and sleep tracking, and turn frustrating moments into moments of trust.

Please read before applying
Location : On-site at our Gurgaon office, Delhi NCR (no remote or hybrid).
Working Days : 6 days working per week.
Voice process experience is required.
This is technical support. You’ll troubleshoot Bluetooth, app, and health-tracking issues daily.
Excellent English and Hindi, spoken and written.

Job Responsibilities

• Handle inbound customer queries and complaints related to the Noise REP Band via calls, chat, email, and IVR escalations, with a focus on technical issues.
• Troubleshoot and resolve technical concerns across three core areas: Hardware (device defects, charging, strap/replacement issues, etc), App (pairing, connectivity, sync failures,etc), and Health Tracking Features (sleep tracking, heart rate, SpO2 accuracy, etc).
• Translate complex technical information into clear, simple, and empathetic language that customers can easily understand and act on.
• Follow structured troubleshooting guides and escalation workflows; identify when a technical issue requires escalation to Hardware, App, or Health Tracking feature owners.
• Accurately log and categorize every complaint/ticket to support daily and weekly trend reporting.
• Track resolution status of assigned tickets and proactively follow up with customers until closure, ensuring high first-response and resolution rates.
• Identify recurring or emerging technical issues (e.g., firmware bugs, pairing failures, sensor accuracy gaps) and flag them promptly to the reporting/analytics team and product owners.
• Collaborate with Hardware, App, and Health Tracking teams to stay current on known issues, firmware releases, and fixes (e.g., SpO2 firmware updates, sleep/battery patches).
• Maintain and meet quality benchmarks: CSAT, TAT (turnaround time), FRT (first response time), and resolution rate.
• Support IVR and bot-escalation flows, when a REP Band query is identified, ensure smooth handover to a live agent per defined protocol.