Back Office Executive (Operations) - US shift- no cab

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