Customer Support Specialist

Job Title:

Customer Support Specialist

Location:

Pune, Hinjewadi

Role Overview
The Customer Support Specialist is who independently handles the most complex and sensitive contributor support issues for client 's contributor platforms operations. Operating with autonomy, the Specialist models tone and professionalism in high-trust situations and acts as a filter for unnecessary escalations. The role requires strong English comprehension and writing, the ability to work through nuanced support scenarios, and hands-on SQL to validate records, task/transaction data, and system information.

The ideal candidate is people-first, analytical, and comfortable operating in a fast-paced, process-driven environment.

Required Experience
2+ years prior experience in Tier 2 or Tier 3 customer support experience with a strong, demonstrable track record.

Key Responsibilities
Handle contributor interactions across email and live chat channels with empathy, precision, and a consistently professional tone.
Independently resolve routine and complex issues, including edge cases, using internal tools, dashboards, ticket history, SOPs, and SQL.
Write and execute basic-to-intermediate SQL queries (SELECT, WHERE, JOIN, GROUP BY, ORDER BY, and aggregations) to verify records, task status, logs, payments, or operational discrepancies.
Complete clear, thorough Zendesk (or equivalent) documentation of case findings, query results, actions taken, root cause, and final resolution.
Escalate appropriately and with full context when required, while serving as a filter that prevents unnecessary escalations.
Surface gaps in workflows, SOPs, macros, and knowledge bases, and contribute to SOP/macro and process improvements.
Provide informal, peer-to-peer coaching and tone checks to fellow agents (informal support only — no supervisory or people-management responsibility).

Required Skills
Exceptional written communication — clarity, grammar, comprehension, and tone — with the ability to explain technical or data findings simply.
Comfort with numbers and hands-on SQL: able to independently retrieve, filter, join, validate, and summarize case-related data.
Strong problem-solving and analytical thinking — investigating the “why” behind an issue rather than only following scripts.
Empathy, patience, accountability, and the judgement to balance speed with quality.

Required Tools Proficiency
SQL, Zendesk (or equivalent), Slack, Google Suite, and Zoom.
Preferred / Good to Have
Experience in technical support, platform/SaaS operations, data operations, or marketplace/gig-workforce support.
Exposure to AI/ML data operations, contributor platforms, content/data workflows, or payout/support escalations.
Experience creating or maintaining support documentation, SOPs, response templates, macros, or query references.
Graduate in any discipline; technical, analytical, business, or communication-focused background preferred.
Candidates from top-tier colleges are preferred

Apply Link:  SME & Team Lead - CSO

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