Customer Support Specialist

Yulu · Greater bengaluru area, India

About Yulu

Yulu is India’s leading shared micro-mobility platform, revolutionizing urban transportation through smart, sustainable, and electric-first mobility solutions. With a rapidly growing fleet of tech-enabled electric two-wheelers and a robust battery-swapping infrastructure, Yulu makes last-mile commutes not only efficient but also planet-friendly.

Our IoT-driven platform and smart electric vehicles are helping cities reduce traffic congestion and carbon emissions while empowering millions with affordable and reliable transportation.

Backed by industry giants like Bajaj Auto and Magna International, Yulu operates at the intersection of mobility, technology, and sustainability. Our mission is to reduce congestion, cut emissions, and transform how India moves — one ride at a time.

With millions of rides completed, thousands of EVs on the road, and a rapidly expanding footprint, we’re not just building EVs — we’re building the future of urban mobility in India.

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About the Role

We are looking for passionate and customer-focused Customer Support Specialists to join our Yulu Bikes support team. In this role, you will be the first point of contact for our customers and will provide assistance via chat, phone, and email. You will be helping users with their rides, app queries, battery swaps, and payment-related concerns — ensuring a seamless and positive customer experience.

Responsibilities

• Provide prompt, empathetic, and accurate support to customers through chat, phone, and email.
• Assist customers with issues related to bike usage, lock/unlock, battery swaps, plan extensions, payments, and app troubleshooting.
• Manage 3 or more chat conversations simultaneously while maintaining high-quality responses.
• Handle customers with empathy, especially those stranded mid-ride, ensuring urgency in resolution.
• Escalate complex or unresolved issues to internal teams while keeping customers updated.
• Document all customer interactions in the CRM/ticketing system with accuracy.
• Adhere to shift schedules, including rotational and night shifts, as per business requirements.
• Collaborate with peers and cross-functional teams to improve processes, customer experience, and service quality.

Requirements

• 1–3 years of experience in customer support(chat, call, or email).
• Excellent communication skills in English and Hinglish (Hindi+English mix).
• Ability to multitask and handle high-volume support (3+ concurrent chat conversations).
• Strong problem-solving skills with a customer-first mindset.
• Basic technical troubleshooting skills to assist with app-related issues and bike operations.
• Flexibility to work in rotational and night shifts.
• Familiarity with customer support tools like Freshdesk, Zendesk, or similar platforms is preferred.

What We Offer

• Opportunity to be part of a fast-growing mobility and EV (electric vehicle) ecosystem.
• A collaborative and energetic work environment with learning and career growth opportunities.