Customer Support Executive - Chat Support

Job Description

Location: Surat Experience: 1+ Year Role Overview We are looking for a Customer Support Executive (Chat) to join our team in Surat. You’ll be the first point of contact for our users, offering real-time assistance via chat (and email, if needed). This role is not just about resolving issues — it's about enhancing user experience, collaborating with product teams, and continuously improving support content and tools. You will also contribute to content creation and fine-tuning our AI chatbot for an even better support experience. Key Responsibilities - Provide real-time customer support via chat and email (voice support during initial onboarding). - Understand and resolve user queries efficiently and empathetically. - Maintain high support quality standards and quick response times. - Guide users through onboarding, troubleshooting, and feature usage. - Document recurring issues and help update internal knowledge base, FAQs, and canned replies. - Analyze chat logs and user feedback to identify pain points and improve workflows. - Collaborate closely with the technical and product teams to address issues and align updates with customer communication. - Assist in updating and enhancing AI chatbot flows and correcting inaccurate responses. - Contribute ideas to improve the overall customer experience and support processes. Requirements - Minimum 1 year of experience in customer support (chat, voice, or email). - Strong written and verbal communication in English and Hindi. - Willingness to start with voice support before moving fully into chat support. - Basic understanding of SaaS platforms or accounting tools (training will be provided). - Good writing skills for support materials like FAQs and help guides. - Analytical thinking to assess support data and drive improvements. - Must be based in Surat or willing to relocate. - Interest in AI, automation, or chatbot technologies is Plus - Familiarity with tools like Freshdesk, Intercom, Google Sheets, or similar. Interested Canddiates can share their CV on divya.patel@suvit.io or can contact on 9898042073 Job Type: Full-time Pay: ₹15,000.00 - ₹20,000.00 per month Benefits: Health insurance Paid sick time Paid time off Provident Fund Schedule: Day shift Work Location: In person Speak with the employer +91 9898042073