Job Description
Customer Support Associate (US Shift)
Location: Remote / On-site
Shift Timing: US Shift (6:00 PM – 3:00 AM IST / 7:00 PM – 4:00 AM IST)
Job Summary
We are looking for a proactive and customer-centric Customer Support Associate to handle US-based clients. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and the ability to work independently during night shifts.
Key Responsibilities
Handle incoming customer queries via phone, email, and chat.
Provide accurate information and resolve customer issues within the first interaction whenever possible.
Track, log, and document customer interactions in the CRM system.
Escalate unresolved issues to the appropriate internal teams.
Follow up with customers to ensure their issues are resolved.
Maintain high levels of customer satisfaction and service quality.
Understand product features, troubleshoot common issues, and guide users effectively.
Meet daily/weekly SLAs — response time, resolution time, CSAT, and call quality.
Work collaboratively with cross-functional teams (Tech, Sales, Operations).
Required Skills & Qualifications
Excellent verbal and written communication skills (US English).
1–3 years of experience in customer support (voice, chat, or email).
Ability to work night shifts consistently.
Strong listening, empathy, and rapport-building skills.
Problem-solving attitude with attention to detail.
Experience with CRM tools (Freshdesk, Zendesk, HubSpot, Salesforce — preferred).
Ability to multitask and work under pressure.
Basic technical troubleshooting skills.
Preferred Qualifications
Experience handling US clients or working in BPO/KPO environment.
Knowledge of SaaS products or tech support is a plus.
Ability to handle escalations and difficult conversations professionally.
Benefits
Night shift allowance
Performance bonuses
Health insurance
Growth opportunities
Paid time off
Weekend offs (optional depending on company policy)
Job Type: Full-time
Pay: ₹30,000.00 - ₹35,000.00 per month
Work Location: In person
Location: Remote / On-site
Shift Timing: US Shift (6:00 PM – 3:00 AM IST / 7:00 PM – 4:00 AM IST)
Job Summary
We are looking for a proactive and customer-centric Customer Support Associate to handle US-based clients. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and the ability to work independently during night shifts.
Key Responsibilities
Handle incoming customer queries via phone, email, and chat.
Provide accurate information and resolve customer issues within the first interaction whenever possible.
Track, log, and document customer interactions in the CRM system.
Escalate unresolved issues to the appropriate internal teams.
Follow up with customers to ensure their issues are resolved.
Maintain high levels of customer satisfaction and service quality.
Understand product features, troubleshoot common issues, and guide users effectively.
Meet daily/weekly SLAs — response time, resolution time, CSAT, and call quality.
Work collaboratively with cross-functional teams (Tech, Sales, Operations).
Required Skills & Qualifications
Excellent verbal and written communication skills (US English).
1–3 years of experience in customer support (voice, chat, or email).
Ability to work night shifts consistently.
Strong listening, empathy, and rapport-building skills.
Problem-solving attitude with attention to detail.
Experience with CRM tools (Freshdesk, Zendesk, HubSpot, Salesforce — preferred).
Ability to multitask and work under pressure.
Basic technical troubleshooting skills.
Preferred Qualifications
Experience handling US clients or working in BPO/KPO environment.
Knowledge of SaaS products or tech support is a plus.
Ability to handle escalations and difficult conversations professionally.
Benefits
Night shift allowance
Performance bonuses
Health insurance
Growth opportunities
Paid time off
Weekend offs (optional depending on company policy)
Job Type: Full-time
Pay: ₹30,000.00 - ₹35,000.00 per month
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Back Office Executive (Operations) - US shift- no cab position is now open for candidates interested in the Work from home Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
