Customer Support Executive

CITYFURNISH · India

We are looking for a highly driven Customer Support Executive who can independently own customer interactions from first contact through final resolution.

This is a hands-on role for someone who enjoys solving problems, taking accountability, and ensuring that every customer receives a seamless and positive experience. You will be expected to manage queries, complaints, escalations, and complex cases end-to-end while coordinating with internal teams to drive timely resolutions.

We operate in a fast-paced, technology and AI-focused startup environment , so we are looking for someone who is adaptable, proactive, comfortable with new tools, and constantly looking for smarter ways to improve the customer experience.

What You'll Do

• Take end-to-end ownership of customer queries, complaints, and escalations across chat, email, social media, and other support channels.
• Own customer cases from the first interaction until complete resolution, ensuring timely follow-ups and clear communication throughout.
• Deliver an exceptional customer experience with a strong focus on CSAT, first-contact resolution, response time, and resolution time .
• Independently investigate customer issues, identify the root cause, and determine the best possible resolution.
• Handle difficult or sensitive customer situations with empathy, professionalism, and sound judgment.
• Proactively coordinate with Billing, Technology, Operations, other internal teams to resolve customer concerns.
• Identify recurring customer pain points and escalate systemic issues before they impact more customers.
• Maintain high standards of communication quality, accuracy, tone, and professionalism across all interactions.
• Work comfortably with CRM platforms, ticketing systems, dashboards, automation tools, and AI-enabled customer support technologies .
• Take ownership beyond assigned tickets whenever required to ensure the customer receives the right outcome.

What We're Looking For

• Bachelor's degree or equivalent professional experience.
• 2+ years of experience in Customer Support / Customer Service , preferably within an e-commerce, technology, consumer internet, or fast-paced startup environment.
• Proven ability to independently manage customer cases and complex escalations.
• Excellent written and verbal communication skills.
• Comfortable working with customer support metrics such as CSAT, NPS, SLA, response time, resolution time, and FCR .
• Strong working knowledge of CRM, chat, email, and ticketing platforms.
• Experience handling customers over chat.

What will make you a good fit for this role?

• Customer First: You genuinely care about finding the best possible resolution for the customer.
• Ownership Mindset: You don't simply forward problems, you stay accountable until they are solved.
• Independent Execution: You are comfortable making decisions, prioritizing cases, and moving things forward without constant supervision.
• Problem Solver: You look beyond the immediate complaint to understand and solve the underlying problem.

What You'll Get

• The opportunity to take meaningful ownership of the end-to-end customer experience .
• Freedom to identify problems and contribute ideas that directly improve customer experience and operational efficiency.
• Strong opportunities for learning, responsibility, and career growth.