Job Description & How to Apply Below
About the Role
The Customer Support Operations team is responsible for delivering a best-in-class support experience across Cricbuzz and Willow by Cricbuzz products and services. The team manages customer interactions, subscription and payment-related support, escalation handling, operational reporting, and customer experience analytics, while acting as a key bridge between customers and internal Product, Business, Technology, and Operations teams.
Key Responsibilities
• Support customers and subscribers across Cricbuzz and Willow by Cricbuzz products through chat, email, web, phone, App Store and Play Store reviews, and social media channels.
• Manage customer queries, complaints, tickets, and escalations relating to subscriptions, payments, billing, account management, content access, streaming experience, and product functionality.
• Coordinate closely with Product, Engineering, Business, and Operations teams to ensure timely resolution of customer issues and provide accurate responses to customers.
• Take ownership of escalated customer issues and drive them to closure while maintaining high standards of customer satisfaction.
• Develop a deep understanding of subscription workflows, payment gateways, digital payment systems, streaming products, and customer journeys.
• Monitor ticket queues, operational performance, response times, and SLA adherence to ensure an exceptional support experience.
• Gather and analyse large volumes of customer interactions and support data to identify recurring issues, product gaps, and operational inefficiencies.
• Provide actionable feedback to Product, Technology, and Business teams to improve customer experience, reduce support volumes, and prevent repeat issues from surfacing.
• Prepare and share status updates, weekly reports, and customer experience insights with stakeholders.
• Contribute to process improvements, automation initiatives, and knowledge management to enhance overall operational efficiency.
Requirements
• Bachelor's or Master's degree.
• 2+ years of proven experience in Customer Support Operations, Payment Gateway Operations, Customer Service, Technical Support, Subscription Services, or equivalent high-performance operational support environments.
• Strong understanding of digital products, subscription businesses, payment gateways, and customer lifecycle management.
• Experience handling customer escalations and working with cross-functional teams to drive issue resolution.
• Excellent analytical and problem-solving skills with the ability to identify trends and derive actionable insights from customer data.
• Strong communication and stakeholder management skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong ownership mindset with a focus on customer satisfaction, operational excellence, and continuous improvement.
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