Customer Support Executive

About Zopping

Zopping is a fast-growing SaaS company providing an end-to-end digital commerce platform for offline retailersfrom local grocery stores to fashion outlets and electronics showrooms. Our no-code, plug-and-play solution allows retailers to go digital effortlessly, manage their inventory, accept online payments, fulfill orders, and connect with customers in one integrated system. We are on a mission to simplify technology for every retailer in India.

Role Overview

Senior Customer Support Executive

customer-facing

Key Responsibilities

• Act as the primary point of contact for customer queries across channels (phone, WhatsApp, email, CRM tickets).
• Handle escalated issues and provide quick, effective resolutions while maintaining high customer satisfaction.
• Use CRM tools (Zoho CRM or equivalent) to log, track, and manage all interactions and SLAs.
• Understand Zopping's platform deeply to provide accurate technical support and training to customers.
• Collaborate with internal product, engineering, and onboarding teams to relay customer feedback and follow up on open issues.
• Identify common customer pain points and suggest automation or process improvements.
• Create and maintain help guides, FAQs, and knowledge base content tailored for non-technical users.
• Participate in customer success initiatives and upsell/cross-sell opportunities through trust-building interactions.

Requirements & Skills

• 3–5 years of experience in customer support, preferably in a

  SaaS or B2B tech environment

  .
• Proficiency in

  Zoho CRM

  ,

  Freshdesk

  ,

  HubSpot

  , or equivalent platforms.
• Strong communication skills in

  English

  and at least one

  regional Indian language

  (Kannada, Hindi, Tamil, or Telugu preferred).
• Comfortable dealing with

  non-tech-savvy customers

  , especially in traditional retail.
• Proven ability to manage high volumes of tickets with speed and empathy.
• Experience in handling escalations, conflict resolution, and following through until closure.
• Basic understanding of order management, digital payments, and e-commerce workflows is a plus.
• Strong organizational, analytical, and documentation skills.
• Bachelor's degree in any field (technical background preferred but not mandatory).

What We Offer

• Opportunity to be part of a growing startup solving real-world problems for Indian retailers.
• Fast-paced environment with immense learning and ownership.
• Collaborative and supportive team culture.
• Competitive salary and performance-based growth path.

Join Us

Zopping is the place for you