Customer Support Executive (Live chat)

Ahmedabad, Gujarat | Full Time

Hey,

If you’re someone who types faster than they talk, can troubleshoot in your sleep, and finds joy in writing FAQs that actually help — you’ll feel right at home here. As a Customer Support Executive at Saleshandy, you’ll be the go-to guide for 4,000+ users, helping them thrive with our outreach platform. You'll juggle live chats, improve our help center, and turn customer questions into product gold. Bonus: you’ll also get to play with cool AI tools.

Why this role rocks (EVP)

Purpose
You’ll be the voice (or rather, the fingers) behind the scenes helping customers succeed every day — and you'll see the direct impact of your work.

Growth
This isn’t a dead-end support gig. We’re scaling fast, and you’ll grow with us. Think team lead, CS ops, customer education — your ambition sets the path.

Motivators
Perfect for someone who thrives on quick wins, loves diving into SaaS products, and gets a kick out of helping people figure things out (even when they swear they already tried turning it off and on again).

Major Objectives

1. Own the Live Chat Game
Within 90 days, handle 85%+ of customer chats and emails with <2-min response time and <30-min resolution. Keep CSAT at 90% or higher. Automate smarter replies using Intercom’s AI tools.

2. Build a Help Center Worth Bookmarking
Rewrite or create 25+ killer FAQ articles by end of Q2. Use feedback and analytics to power smarter chatbot replies and reduce repeat tickets.

3. Turn Support into Product Fuel
Every week, send Product and Tech a hotlist of customer trends, bugs, and brilliant feature requests. Use tagging, AI clustering, or a bit of magic to back it all up.

Critical Subtasks

1. Audit Support Operations (Days 1–60)
Evaluate workflows, ticket types, and tool usage. Share 3+ actionable fixes to improve efficiency. [AI-supported]

2. Launch 30-60-90 Day Ramp Plan
Master tools and product. Handle tickets independently by Day 60. Start mentoring peers by Day 90.

3. Collaborate Cross-Functionally
Join bi-weekly syncs with Product and Sales. Track shared tasks to improve FAQ and feature adoption. [AI-supported]

4. Run Product Walkthroughs
Lead 4+ sessions/month. Track impact on product usage and share insights with support leads.

5. Lead Strategic CSAT Project
Pilot an automated CSAT tracking improvement using AI tools. Deliver measurable results by end of Q2. [AI-supported]

6. Handle Escalations & Outages
Be available for urgent issues. Deliver reports within 48 hrs post-incident with root cause and fixes.

7. Continuously Integrate AI
Within 90–180 days, identify tasks to automate with AI, run pilots, and report improvements. [AI-integrated]

Culture + Vibes

We’re lean, fast, and allergic to corporate fluff. You’ll get autonomy, feedback, and endless learning — plus teammates who obsess over doing right by the customer. If you’re coachable, curious, and cool under pressure, you’ll crush it here.

Perks

Personal Development — an annual budget for books, courses, and conferences

Medical Insurance — we offer health insurance allowance to all teammates

Annual team retreats — to amp up the entire team's energy every year, we take a retreat and you will decide on the place.

So, think you’re a good fit? Then let’s roll.

Step 1: Hit Apply, Answer pre-screening questions being yourself.

Step 2: Call with the Hiring Manager.

Step 3: Work on a small assignment.

Step 4: Call with the Reporting Manager.

Step 5: Job Offer and welcome to the ikigai tribe!