360 Freshdesk Jobs

Interested candidates can apply and share the resumes at mridula@symbiosisindia.net Key Responsibilities: BPO Vendor Management Own daily operations with outsourced service providers Ensure SLA/KPI adherence, efficiency, and governance (QBRs, escalations) Drive contracts, compliance, and vendor transitions Customer Advocacy & Resolution Champion voice-of-customer in strategic decisions Improve CSAT, NPS, FCR through feedback loops and data analytics Lead root cause initiatives to resolve service friction AI & Digital Enablement Support AI initiatives like chatbots, predictive analytics, and intelligent QA Collaborate with Tech/Product teams for digital-first CX rollouts Enable automation and tech-driven service innovations Leadership & Transformation Lead internal ops team and vendor leaders Implement scalable, documented, standardized processes Serve as a change agent, driving operational excellence through Lean, Six Sigma, and agile practices.

About the Role: We’re looking for a proactive and empathetic Customer Support Representative to join our team. The ideal candidate should have prior experience handling customer queries either via calls or chat ( social media platforms) in the FMCG, beauty, or fashion space. Your role will be to ensure a smooth, friendly, and effective customer experience across all support channels. Key Responsibilities: Respond promptly and professionally to customer queries via call, chat, email, and social media DMs. Address customer concerns, product inquiries, order updates, and post-sales support. Maintain a high level of customer satisfaction through timely and accurate problem-solving. Escalate complex issues to the appropriate internal teams and ensure timely resolution. Update internal systems with customer interactions and relevant feedback. Collaborate with the operations, logistics, and marketing teams to resolve customer issues. Monitor common customer pain points and share insights for product or process improvements. Requirements: 1–2+ years of experience in customer support via call or chat (social media experience preferred). Prior work experience in an FMCG, beauty, fashion, or lifestyle D2C brand is a strong plus. Excellent communication skills in English and Hindi (verbal and written). Customer-centric mindset with a calm and solution-oriented approach. Ability to multitask, prioritize, and manage time effectively. Familiarity with CRM tools (like Freshdesk, Zendesk) and Excel is preferred. What We Offer: A vibrant, collaborative work culture in one of India’s fastest-growing D2C brands. Opportunities for learning, growth, and career progression. Apply at shreya.mallick@foxtale.in

Assist in responding to customer queries through email, chat, or calls. Help troubleshoot user issues related to HR modules like attendance, payroll, onboarding, etc. Support the team in documenting common queries and solutions. Collaborate with cross-functional teams to escalate issues when required. Contribute to improving user help guides, FAQs, and knowledge base content. Learn and utilize tools like CRM/ticketing systems (e.g., Freshdesk, Zendesk). Qualifications Currently pursuing or recently completed a Bachelor’s degree in any discipline. Strong verbal and written communication skills. Interest in HRTech, SaaS, or tech-based customer service. Good problem-solving attitude and willingness to learn Basic understanding of HR processes is a plus. Additional Information Market competitive salary , One of the best ESOP programs, Group health insurance and other financial benefits, Meritocratic culture with the promise of rapid career progression. Experience of a growing company with a focus on personal growth. Opportunity to work with the Founding Team 5 days working from Office (Mon-Fri)

Wrisk is reinventing insurance for today’s digital consumer and helping an outdated industry become relevant again in the process. In the same way that fintech companies have disrupted the traditional banking sector, reimagining financial platforms for a new generation, Wrisk’s founders share a vision for how insurance ought to be: simple, transparent and personal. Bringing together two disparate industries (technology and insurance), they have created an insurance experience like no other, centred squarely around the customer. The result is Wrisk: flexible insurance that adapts to fit your life. Our mobile-first, frictionless platform lets people interact with their insurance provider with the same ease, speed and transparency they’re already used to having with providers in other sectors. Customers can pay monthly, instantly make changes to their cover and bring all their disclosure, payment and claim information together in a single place. Now, with some big brand partners, we are bringing our unique customer experience and platform to market to change how insurance is bought, sold and managed. What we are looking for… We are seeking a diligent and proactive Support Engineer to join our growing team. Your primary responsibility will be to provide third-level support through our Service Desk ticketing system. You will triage incoming requests, ensuring they are properly categorised and prioritised, and either resolve issues directly or escalate them to the appropriate teams. The ideal candidate has experience in customer support, a strong technical background, and a passion for problem-solving. You should be comfortable working in a fast-paced environment, managing multiple requests simultaneously, and providing timely and accurate support to ensure a seamless customer experience. What you’ll do… Service Desk Management: Monitor and manage the Service Desk ticketing system, ensuring all incoming requests are logged, categorised, and prioritised appropriately. First-Level Support: Provide initial support to resolve technical issues, including troubleshooting and guiding users through solutions. Request Triage: Assess the urgency and impact of each request, escalating complex issues to senior engineers or relevant teams as necessary. Customer Communication: Maintain clear and professional communication with users, keeping them informed of the status of their requests and ensuring their issues are resolved promptly. Documentation: Document solutions and workarounds for common issues, contributing to a knowledge base for both users and support staff. Collaboration: Work closely with senior engineers, developers, and other cross-functional teams to ensure that all issues are resolved effectively and efficiently. Continuous Improvement: Identify recurring issues and suggest improvements to reduce the number of support requests and enhance the overall user experience. Requirements Experience Minimum of 4 years of experience in a technical support role, with a focus on providing first-level support. Strong understanding of Service Desk operations and experience using ticketing systems to manage and triage support requests. Technical proficiency in troubleshooting software and database issues, with the ability to quickly diagnose and resolve problems. Excellent communication skills, with the ability to explain technical concepts clearly and concisely to non-technical users. Experience working in a fast-paced environment, managing multiple tasks simultaneously, and prioritising effectively under pressure. Strong customer service orientation, with a focus on delivering high-quality support and ensuring user satisfaction. Ability to work independently, as well as collaboratively with senior engineers and other teams to resolve complex issues. Familiarity with remote support tools and techniques is highly desirable. Skills Required SQL: Strong knowledge of SQL for querying databases to retrieve and analyse data as part of troubleshooting and resolving support requests. Service Desk Tools: Experience with Service Desk ticketing systems, such as JIRA Service Desk, Zendesk, Freshdesk, or similar platforms, for managing support requests and triaging issues. Database Management: Familiarity with database management systems and the ability to perform basic database administration tasks to support troubleshooting efforts. Scripting & Automation: Basic scripting skills (e.g., Python, Bash) to automate routine tasks and streamline support processes, along with proficiency in using API client tooling from scripts or tools like Postman. Remote Support Tools: Proficient in using remote support tools and techniques to assist users in diagnosing and resolving issues. Technical Documentation: Skilled in creating clear and concise technical documentation, including user guides, FAQs, and troubleshooting procedures. Kotlin: Experienced in Kotlin or other JVM based language (with keen attitude to learn Kotlin). Additional Considerations: Experience in driving growth within a scale-up is advantageous. Prior experience in the financial/insurance services sector within secure environments, such as PCI, SOC2, or ISO27001 will be a plus

Job Title: Customer Service Head Location: Koregaon Park, Pune Department: Customer Service Type: Full-Time | On-Site Working Days: Monday - Saturday Shift Timing: 10 AM TO 7 PM About Palmonas: Palmonas is a fast-growing demi-fine jewelry brand redefining everyday luxury. We pride ourselves on exceptional customer experiences and are looking for a Customer Service Head to lead our support team and elevate our customer satisfaction standards. Role Overview: The Customer Service Head will be responsible for managing the entire customer experience journey at Palmonas. This includes overseeing day-to-day support operations, building customer-centric strategies, managing escalations, and ensuring a seamless post-purchase experience across all touchpoints. Key Responsibilities:  Lead and manage the customer service team, including hiring, training, and performance management.  Set and monitor KPIs for customer support (TAT, CSAT, NPS, etc.) and ensure service excellence.  Handle escalated issues and provide resolution with a problem-solving and empathetic approach.  Develop customer experience SOPs and maintain service quality standards across channels (Email, WhatsApp, Instagram DMs, and Calls).  Coordinate with logistics, operations, and warehouse teams to resolve order-related issues efficiently.  Collaborate with marketing and product teams to integrate customer feedback into brand strategy and improvements.  Maintain CRM tools, ticketing systems, and generate regular customer service reports for management review.  Innovate and implement scalable processes to handle increasing customer volume while maintaining personalized service.  Drive loyalty, retention, and post-purchase engagement through superior customer experience. Requirements:  Bachelor’s degree in Business, Communications, or a related field. MBA preferred.  5–7 years of experience in customer service, with at least 2 years in a leadership role (preferably in D2C, fashion, or lifestyle brands).  Excellent communication, interpersonal, and conflict resolution skills.  Strong understanding of CRM and customer support tools like Freshdesk, Zoho, Intercom, etc.  Data-driven mindset with experience in handling high-volume customer interactions.  Ability to lead and motivate a team in a fast-paced environment. Preferred:  Experience in e-commerce or luxury/fashion D2C brands.  Familiarity with returns, exchanges, order fulfilment and end-to-end customer journey management.

Skill required: User-Generated Content Moderation - Content Moderation Designation: Trust & Safety Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. Call Centre Experience: ? 2-3 years of customer support experience via phone, email, and chat ? Experience working with direct consumers, in B2C environment; B2B is a distinct advantage ? Strong communication skills with a proactive and positive approach to tasks ? High attention to details and follow through ? An effective team player who is able to also work independently ? Proven ability to deal with problems and solve them effectively ? Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience ? Robust multitasking skills (e.g. able to log calls and interact with the customer simultaneously) ? Online advertising experience is a huge plus and preferred Job Summary: As a Chat Support Agent, you will be responsible for providing high-quality, real-time customer service via chat. You will address customer queries, resolve issues, and provide necessary information to ensure customer satisfaction. The ideal candidate will have excellent communication skills, a strong problem-solving ability, and the capability to handle multiple chat conversations efficiently. What are we looking for? Key Responsibilities: 1. Customer Interaction: o Provide support to customers via live chat on various platforms. o Respond to customer inquiries in a professional and timely manner. o Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns. 2. Issue Resolution: o Identify and resolve customer issues and complaints effectively. o Escalate unresolved issues to higher-level support teams when necessary. o Maintain a calm, positive, and helpful attitude with all customer interactions. 3. Product and Service Knowledge: o Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information. o Provide clear and concise explanations to customers regarding products, services, or policies. 4. Chat Handling: o Manage multiple customer chats simultaneously while maintaining a high level of customer service. o Ensure that chat responses are efficient, clear, and accurate. o Meet performance metrics for response time, resolution time, and customer satisfaction. 5. Documentation: o Document customer interactions accurately in the system. o Log all inquiries, complaints, and solutions provided for future reference. Roles and Responsibilities: Maintain detailed records of customer issues and feedback for quality and training purposes. 6. Collaboration: o Work closely with other team members and departments to ensure seamless service delivery. o Share feedback, best practices, and insights with the team leader to improve overall team performance. 7. Quality Assurance: o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies. o Participate in regular training sessions to improve skills and knowledge. ________________________________________ Skills and Qualifications: Skills required Communication Skills Criteria: Written communication proficiency Filter Parameters: Grammar and clarity in writing: Candidates will undergo a written test to assess their ability to respond to mock customer queries. Tone and empathy: The ability to deliver customer-friendly, empathetic responses Technical Knowledge (Preferred- not mandatory) Criteria: Understanding of online payment systems and CRM tools Filter Parameters: Familiarity with payment systems: Basic knowledge of payment gateways, billing processes, and common financial queries. CRM and chat support software: Proficiency in customer management tools (e.g., Zendesk, Freshdesk). Strong Critical thinking and Problem-Solving Ability Criteria: Ability to handle complex customer queries Filter Parameters: Problem-solving test: Candidates will be given hypothetical chat scenarios involving complex payment inquiries. Handling escalations: Experience in resolving escalated or sensitive issues. Performance Under demanding situations Criteria: Ability to manage multiple chats/ difficult calls and meet KPIs Filter Parameters: Simultaneous chat handling: Experience managing multiple chats in a high-volume environment. KPI performance: Past performance metrics (response time, resolution rate, customer satisfaction scores). Customer-Centric Mindset Criteria: Empathy and focus on customer satisfaction Filter Parameters: Test scenario: How well the candidate prioritizes customer experience in their chat test responses 6 Adaptability and Learning Criteria: Willingness to learn and adapt

Manage warehousing, shipping & delivery operations. Liaise with couriers. Track shipments & troubleshoot delivery issues. Handle queries, complaints & support tickets. Maintain ticketing log by using "Freshdesk" or "Zoho Desk". Delivery & Feedback. Required Candidate profile Should be excellent in English Writing & Speaking, having pleasant personality, responsive, attention to detail. Excellent command over "excel". Experience in similar position would be advantageous.

Position Overview: As a part of our Customer Success team at MProfit, you will be a crucial part of our mission to ensure all our customers’ success and satisfaction. You will interact with our diverse customer base, assisting them with inquiries, resolving issues, and ensuring they have a positive experience using our wealth-tech solutions. You will independently manage the end-to-end ticket management process: ticket assignment, closure, responses, and issue resolution. Key Responsibilities: 1. End-to-End Ticket Management: ● Independently handle customer support tickets from initial contact through resolution, ensuring timely and effective communication and issue resolution. ● Prioritize and escalate tickets to meet customer expectations and service level agreements (SLAs). ● Continuously monitor ticket queues to identify trends, common issues, and opportunities for process improvement. 2. Cross-Functional Collaboration: ● Collaborate closely with other departments, to ensure alignment on customer needs, product updates, and service offerings. ● Serve as a subject matter expert on customer issues and feedback, providing insights and recommendations to inform product development and strategic decision-making. 3. Responding to Customer Inquiries: ● Monitor and manage the support email inbox. ● Respond promptly to customer inquiries, requests, and complaints via email. ● Provide accurate, clear, and helpful information to address customer concerns and resolve issues. 4. Handling Customer Feedback: ● Acknowledge and address customer feedback, suggestions, and complaints received via email. ● Document and categorize customer feedback for analysis and reporting purposes. ● Advocate for customer needs and contribute insights for product or service improvements based on feedback trends. 5. Maintaining Communication Standards: ● Adhere to company communication guidelines and standards for email correspondence. ● Ensure professional and courteous language in all interactions with customers. ● Manage email communication volume effectively to maintain response time targets and customer satisfaction. 6. Issue Resolution: ● Respond promptly to customer inquiries and complaints, demonstrating empathy, patience, and a commitment to finding solutions that exceed expectations. ● Escalate complex issues to appropriate stakeholders while maintaining ownership and accountability for timely resolution. ● Document all interactions and resolutions in our helpdesk ticketing systems to maintain accurate records and facilitate knowledge sharing within the organisation Qualifications: ● Bachelor's degree in a relevant field or equivalent work experience. ● 3+ years of experience in a non-voice (email preferred) customer support role. ● Strong understanding of financial technology and SaaS platforms. ● In-depth knowledge of financial products, services and industry regulations. Familiarity with various financial instruments such as stocks, bonds, mutual funds, derivatives, and other investment instruments. (Would be a plus) ● Exceptional written communication skills in English. ● Problem-solving skills with the ability to analyze and resolve complex issues along with a customer-centric mindset. ● Proficiency in setting up, using, and managing help-desk software and ticketing systems like Freshdesk, Zendesk, Zoho Desk etc. ● Strong organizational and time management skill

Min. Relevant exp. 10+ years Job Summary We are looking for an experienced and strategic Assistant Manager—Recruitment & Vendor Management to oversee talent acquisition efforts across APAC & EMEA. This role involves managing recruitment operations, vendor partnerships, and leading a team of Team Leads, Senior Recruiters, and Recruiters. The ideal candidate will have a strong background in regional hiring strategies, workforce planning, and vendor relationship management while ensuring compliance with local employment laws. Key Responsibilities Team Leadership & Recruitment Strategy: Lead, mentor, and manage a team of Team Leads, Senior Recruiters, and Recruiters across APAC & EMEA. Develop and implement scalable recruitment strategies aligned with business objectives and workforce planning. Set team goals, KPIs, and performance metrics, ensuring alignment with global recruitment objectives. Monitor and drive recruitment performance, optimizing sourcing channels and hiring workflows. Collaborate with internal stakeholders to support workforce planning and hiring priorities. Ensure compliance with company policies, hiring regulations, and industry best practices. Track recruitment metrics, analyze hiring trends, and generate reports for leadership review. Oversee end-to-end vendor relationships, including selection, onboarding, and performance evaluation. Build and maintain strong partnerships with external vendors, staffing agencies, and freelance recruiters. Negotiate contracts, service agreements, and pricing with vendors to ensure cost-effectiveness. Regularly assess vendor performance metrics, identifying areas for improvement and optimization. Ensure vendor compliance with company policies, background verification, and legal requirements. Monitor and evaluate vendor performance against predefined KPIs to ensure high service quality and timely fulfillment of hiring needs. Responsible for managing all stages of requisition activity using VMS technology, in-house portals, industry standards, and company policy Develop and maintain scalable workforce supply chain solutions as per business needs and client requirements. Work closely with leadership to analyze workforce demand, capacity planning, and hiring forecasts. Identify process gaps and propose data-driven improvements to enhance recruitment efficiency and vendor management operations. Implement automation and technology-driven solutions to improve recruitment and vendor management workflows. Ensure seamless onboarding of new programs and transition them into business as usual (BAU) operations. Drive cost savings initiatives without impacting service quality. Ensure adherence to regional hiring laws, employment regulations, and company policies in APAC & EMEA. Stay updated on market trends, salary benchmarks, and talent availability across both regions. Prepare and publish reports for management review to help in cost optimization and process improvements. Provide program Standard Operating Procedures (SOP) training and updates to suppliers and internal teams. Ensure timely resolution of escalations from internal stakeholders. Required Skillset Proven experience in managing recruitment teams and vendor relationships across APAC & EMEA. Strong expertise in talent acquisition, workforce planning, and vendor management. In-depth knowledge of regional hiring practices, employment laws, and compliance standards. Excellent leadership, negotiation, and stakeholder management skills. Experience working with Applicant Tracking Systems (ATS), Vendor Management Systems (VMS), and recruitment tools. Data-driven mindset with the ability to analyze hiring metrics and optimize recruitment processes. Proficiency in MS Office (Excel, PowerPoint, Word) for data analysis and reporting. Ability to work across multiple time zones and manage diverse regional hiring needs. Experience with ticketing portals like ServiceNow, SFDC, Freshdesk, Zendesk, Jira (preferred). Knowledge of background verification requirements and compliance regulations. Education: Bachelor’s degree in computer science, business, or a similar field.

We are seeking a highly driven and customer-obsessed Senior Manager or Lead – Customer Experience & Support to build and lead our CX function from the ground up. This role is ideal for someone with a strong background in early-stage startups, who can blend process excellence with deep empathy, and who sees customer interactions as opportunities for both resolution and revenue growth through cross-selling and upselling. Key Responsibilities Customer Experience Strategy & Execution Build and scale the end-to-end customer experience journey across all touchpoints (voice, chat, email, social, etc.). Define KPIs and implement systems to track CSAT, NPS, FRT, TAT, and resolution rates. Develop SOPs, training programs, and quality frameworks to ensure high-touch, consistent customer engagement. Customer Support Operations Set up and manage support tools (CRMs, Helpdesks like Freshdesk, Zendesk). Drive efficiency in ticket handling, escalation management, and root-cause analysis. Establish internal feedback loops to continually improve the customer experience. Revenue Enablement Design and implement processes for cross-selling and upselling during customer support interactions. Train the CX team to identify revenue opportunities while maintaining a service-first mindset. Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings. Leadership & Team Development Hire, mentor, and manage a high-performing support team aligned with business goals and customer values. Foster a culture of empathy, ownership, and performance excellence within the CX function. Customer Advocacy & VOC Act as the voice of the customer internally by synthesizing feedback into actionable insights. Drive initiatives to reduce churn, increase loyalty, and boost referral engagement. Cross-Functional Collaboration Work closely with Product, Tech, Operations, and Marketing to resolve systemic issues and influence roadmaps. Support campaigns and launches with seamless CX planning and execution. Who You Are 5+ years of experience in customer support or experience roles, with at least 2+ years in a leadership capacity. Proven track record of setting up and scaling CX from scratch in a high-growth startup. Deep understanding of customer service psychology, problem-solving, and lifecycle management. Demonstrated ability to drive upselling and cross-selling within support workflows. Strong communication skills, both verbal and written, with a calm and empathetic tone. Proficient in using customer support platforms, automation tools, analytics dashboards, and CRMs. Adept at managing KPIs while balancing empathy and business outcomes.

Skill required: User-Generated Content Moderation - Content Moderation Designation: Trust & Safety Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. Call Centre Experience: ? 2-3 years of customer support experience via phone, email, and chat ? Experience working with direct consumers, in B2C environment; B2B is a distinct advantage ? Strong communication skills with a proactive and positive approach to tasks ? High attention to details and follow through ? An effective team player who is able to also work independently ? Proven ability to deal with problems and solve them effectively ? Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience ? Robust multitasking skills (e.g. able to log calls and interact with the customer simultaneously) ? Online advertising experience is a huge plus and preferred Job Summary: As a Chat Support Agent, you will be responsible for providing high-quality, real-time customer service via chat. You will address customer queries, resolve issues, and provide necessary information to ensure customer satisfaction. The ideal candidate will have excellent communication skills, a strong problem-solving ability, and the capability to handle multiple chat conversations efficiently. What are we looking for? Key Responsibilities: 1. Customer Interaction: o Provide support to customers via live chat on various platforms. o Respond to customer inquiries in a professional and timely manner. o Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns. 2. Issue Resolution: o Identify and resolve customer issues and complaints effectively. o Escalate unresolved issues to higher-level support teams when necessary. o Maintain a calm, positive, and helpful attitude with all customer interactions. 3. Product and Service Knowledge: o Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information. o Provide clear and concise explanations to customers regarding products, services, or policies. 4. Chat Handling: o Manage multiple customer chats simultaneously while maintaining a high level of customer service. o Ensure that chat responses are efficient, clear, and accurate. o Meet performance metrics for response time, resolution time, and customer satisfaction. 5. Documentation: o Document customer interactions accurately in the system. o Log all inquiries, complaints, and solutions provided for future reference. Roles and Responsibilities: Maintain detailed records of customer issues and feedback for quality and training purposes. 6. Collaboration: o Work closely with other team members and departments to ensure seamless service delivery. o Share feedback, best practices, and insights with the team leader to improve overall team performance. 7. Quality Assurance: o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies. o Participate in regular training sessions to improve skills and knowledge. ________________________________________ Skills and Qualifications: Skills required Communication Skills Criteria: Written communication proficiency Filter Parameters: Grammar and clarity in writing: Candidates will undergo a written test to assess their ability to respond to mock customer queries. Tone and empathy: The ability to deliver customer-friendly, empathetic responses Technical Knowledge (Preferred- not mandatory) Criteria: Understanding of online payment systems and CRM tools Filter Parameters: Familiarity with payment systems: Basic knowledge of payment gateways, billing processes, and common financial queries. CRM and chat support software: Proficiency in customer management tools (e.g., Zendesk, Freshdesk). Strong Critical thinking and Problem-Solving Ability Criteria: Ability to handle complex customer queries Filter Parameters: Problem-solving test: Candidates will be given hypothetical chat scenarios involving complex payment inquiries. Handling escalations: Experience in resolving escalated or sensitive issues. Performance Under demanding situations Criteria: Ability to manage multiple chats/ difficult calls and meet KPIs Filter Parameters: Simultaneous chat handling: Experience managing multiple chats in a high-volume environment. KPI performance: Past performance metrics (response time, resolution rate, customer satisfaction scores). Customer-Centric Mindset Criteria: Empathy and focus on customer satisfaction Filter Parameters: Test scenario: How well the candidate prioritizes customer experience in their chat test responses 6 Adaptability and Learning Criteria: Willingness to learn and adapt Any Graduation

Customer-oriented attitude with excellent communication skills (verbal & written) is a must. Knowledge of software installation and troubleshooting on Windows and Linux. Must be able to work in 247 shifts. Ability to perform remote troubleshooting and provide clear instructions Experience in interacting with global customers on phone and giving them support through remote management tools. Must be able to learn and understand enterprise level solutions quickly. SaaS experience is preferred. Experience on CRM tools like JIRA, Sales Force, Zendesk, Freshdesk, Zoho or any other. Hands-on experience on Windows and Mac. Incident management and service request handling experience is an added advantage... Working on tasks within SLA experience. Excellent problem-solving and multitasking skills.

About AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco., Wipro, Asian Paints, India Today Group Skullcandy, Vivo, Physicswallah, Cosco grow their revenues via WhatsApp. Enabling 100,000+ Businesses with WhatsApp Engagement & Marketing 400Crores + WhatsApp Messages done between Businesses and Users via AiSensy per year Working with top brands like Delhi Transport Corporation, Vivo, Physicswallah & more High Impact as Businesses drive 25-80% Revenues using AiSensy Platform Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors The Opportunity: Work with a dynamic and enthusiastic team passionate about delivering exceptional customer experiences. Learn the inner workings of a startup and grow alongside the company. Get hands-on experience building and optimizing systems, processes, and workflows. Collaborate directly with founders, sharing insights and receiving valuable feedback. Be part of a growth-stage brand with a clear path to becoming a future leader. Responsibilities: Customer Interaction: Handle customer inquiries across multiple channels, including phone, email, live chat, and social media. Product Assistance: Provide accurate information about products and services, handle complaints, process orders, and manage returns. Troubleshooting: Resolve product-related issues promptly and effectively, ensuring high customer satisfaction. Customer Records: Maintain and update customer records with detailed and accurate information based on interactions. Product Knowledge: Develop an in-depth understanding of the company’s offerings to deliver accurate and helpful support. Performance Goals: Collaborate with the support team to meet and exceed customer service performance metrics. Feedback Analysis: Gather and analyze customer feedback, coordinating with product and technical teams to improve the overall user experience. Process Improvement: Assist in creating and refining customer support tools and processes to enhance efficiency and satisfaction. Qualifications: A minimum of 3 years of experience in customer support or a related field.(preferably in a B2B SaaS environment). Strong communication skills and a customer-centric mindset. Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools Customer-focused and empathetic, with a strong drive to deliver top-notch support experiences. Why Join Us? Work in a supportive and innovative environment that encourages personal and professional growth. Be part of a company that values customer satisfaction as its core priority. Enjoy the opportunity to lead and contribute to impactful projects in a growing organization. Ready to make a difference in the customer journey? Join us as a Senior Customer Support Executive and be the voice that represents our brand!

About AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, Physicswallah, and Cosco grow their revenues via WhatsApp. Enabling 100,000+ Businesses with WhatsApp Engagement & Marketing 400 Crores+ WhatsApp Messages exchanged between Businesses and Users via AiSensy per year Working with top brands like Delhi Transport Corporation, Vivo, Physicswallah & more High Impact as Businesses drive 25-80% Revenues using AiSensy Platform Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors. Responsibilities : Lead the support team, ensuring a seamless and high-quality customer experience. Develop and scale support operations to efficiently meet growing customer needs. Drive customer satisfaction, loyalty, and retention through proactive support. Lead, mentor, and manage a team of customer support representatives. Set KPIs, monitor team performance, and conduct regular performance reviews. Identify training needs and provide ongoing development for team members. Develop scalable support processes, policies, and best practices. Improve support efficiency and response times based on analytics and customer feedback. Collaborate closely with product and sales teams to align support operations with customer needs. Handle escalated issues directly and resolve complex customer concerns to enhance satisfaction. Maintain a knowledge base, FAQs, and other self-service resources for customer empowerment. Conduct regular satisfaction surveys, analyze feedback, and act on insights to improve customer satisfaction. Track and analyze key support metrics, such as response time, resolution rate, and customer satisfaction scores. Prepare weekly and monthly reports highlighting trends, insights, and areas for improvement. Forecast staffing needs and allocate resources to meet customer demands. Identify and implement process improvements to enhance support efficiency, quality, and customer experience. Develop escalation protocols, response templates, and quality control measures for consistent support. Stay updated on industry trends and best practices to keep AiSensy’s support competitive and effective. Qualifications 5 years of experience in customer support, with at least 2 years in a managerial role (preferably in a B2B SaaS environment). Proven track record of managing and scaling a customer support team in a fast-paced environment. Strong leadership, coaching, and motivational skills. Exceptional verbal and written communication abilities. Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools. Analytical mindset with the ability to interpret data and make data-driven decisions. Customer-focused and empathetic, driven to provide a top-notch support experience. High level of organizational skills and ability to multitask effectively. Adaptable, with the ability to prioritize and work well under pressure in a fast-paced environment.

Position: Product and Sales Operations Analyst Location: Remote (India) Experience: 4+ Years of Experience About Company: The client is a leading innovator in the smart hospitality industry, a company dedicated to transforming the way hotels, short-term rentals, and multi-family properties manage their digital infrastructure. Based in Plano, Texas, this organization leverages an AI-powered, cloud-native platform to streamline operations, enhance guest experiences, and optimize property management through cutting-edge IoT solutions. Position Overview The Product and Sales Operations Analyst is a cross-functional role at the intersection of sales, product, and operations. This person will own the reporting, analysis, and data workflows that power day-to-day decisions across these teams. From pipeline health to product lifecycle tracking, and from support metrics to renewal reporting. This role is also hands-on with business operations: helping with customer contract setup, initiating billing, and monitoring customer renewals. It’s ideal for someone who thrives on structure, lives in spreadsheets, and wants to be close to the strategic heart of a fast-moving SaaS company. Key Responsibilities Sales Operation Analytics Maintain reports and dashboards to track: Sales pipeline and conversion funnel Lead-to-opportunity and opportunity-to-close rates Sales cycle length and stage duration Average deal size and discount trends Sales rep performance and quota attainment Win/loss outcomes and competitor insights Customer acquisition cost (CAC) and LTV/CAC ratio Churn rate and expansion revenue Customer satisfaction (CSAT, NPS, qualitative feedback) Analyze performance and activity metrics to inform forecasting and coaching Product Analytics and Reporting Track metrics across the product development lifecycle: Feature delivery velocity and schedule adherence Cost of development and team productivity Support ticket volume, resolution time, and escalations Feature adoption and customer satisfaction post-release Create reports to help guide roadmap prioritization and quality improvements Operational Support Support customer contract preparation and ensure data consistency across systems Coordinate billing setup and work with finance on subscription operations Generate periodic renewal reports and surface at-risk customers Required Skills Advanced Excel/Sheets skills (pivot tables, lookups, charts, formulas) Familiarity with CRM and sales tools (e.g., Salesforce, HubSpot, Zoho) Experience with product and ticketing tools (e.g., JIRA, Confluence, Freshdesk, Zendesk) Comfort with analytics platforms (e.g., Google Data Studio, Tableau, Power BI) Strong attention to detail and excellent written/verbal communication Ability to work independently and across functions with minimal oversight Preferred Experience with 4+ years of relevant experience Prior experience in SaaS, IoT, or B2B software environments Exposure to subscription billing platforms (e.g., Chargebee, Stripe) Understanding of sales operations, customer success metrics, or product management frameworks Why Join Us? Early-stage leadership : Build and shape the core technology of a high-growth AI startup. High impact : Drive the development of an AI-driven product from inception to scale. Growth : Opportunity to lead and scale the engineering team as we grow. What We Offer: Competitive base salary Comprehensive health insurance High-impact role with direct influence on company success

About the Company: Relay Human Cloud is a young & dynamic company that helps some of the top US-based companies to expand their team internationally. Relay is a truly global company having its operations in US, India, Honduras, and Mexico (We are also adding a few more countries soon). Our core focus is to enable companies to connect with the best international talent. Relay helps its clients in majorly following areas: Accounting & Finance, Administration, Operations, Space Planning, Leasing, Data Science, Data Search, Machine Learning and Artificial Intelligence etc. Job Overview : The ideal candidate will provide technical support, troubleshoot system issues, and assist with the implementation and maintenance of business systems predominantly using RealPage software solutions. This role requires a strong understanding of RealPage products and their integration into business applications, alongside the ability to solve problems efficiently and communicate effectively. Ability to quickly learn new applications and optimize business tasks in the systems. Key Responsibilities : Respond to and resolve day-to-day tickets submitted by site teams regarding RealPage system issues and functionality. Provide day-to-day technical support for RealPage products, ensuring systems are running smoothly and issues are resolved promptly. Provide and oversee Training on All Business Applications for new Team members and ad hoc as needed. Troubleshoot, diagnose, and resolve technical issues within RealPage platforms, including property management software, leasing solutions, accounting tools, and other related systems. Assist in the configuration and setup of RealPage software based on business requirements. Work closely with the Systems, Accounting and Operations team to ensure system performance aligns with business needs and goals. Document and maintain detailed logs of support issues, resolutions, and ongoing system improvements. Assist in the implementation of new features and system upgrades to improve functionality and user experience. Assist in the testing and validation of new software versions and patches, ensuring compatibility with existing systems. Assist with other ad-hoc projects as needed to support the organization’s goals and initiatives. Provide reports and metrics on system performance and incident resolution to management. Monitor system performance and troubleshoot issues to ensure seamless operations. Qualifications : Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience. 2+ years of experience supporting enterprise software systems, ideally within RealPage products or similar property management software. Strong understanding of RealPage products and their functionality in property management, leasing, and accounting. Proficiency in troubleshooting software, networking, and database issues. Excellent communication skills, both written and verbal, to interact with technical and non-technical stakeholders. Strong problem-solving skills and ability to work independently and as part of a team. Experience with system documentation, including issue tracking and support tickets, or experience using Freshdesk is plus. Ability to prioritize tasks and work efficiently in a fast-paced environment. Familiarity with cloud-based platforms, APIs, and integrations is a plus. Previous experience in a customer-facing support role is desirable. Preferred Skills : Experience with RealPage SaaS offerings and integrations. Knowledge of ITIL framework and best practices for incident and problem management. Why Join Relay Human Cloud? Opportunities to work with global clients 🌎 Dynamic and collaborative work environment 🤝 Excellent work-life balance: 5-day workweek ⚖️ Comprehensive health & accident insurance 🏥 Generous paid time off and holidays 🏖️ Complimentary lunches / dinners 🍽️ Quarterly, Semi-Annual & Annual recognition, rewards and giveaways 🏆 Employee development programs: Communication, Soft skills, and more 📚 Vibrant cultural events: Fun Fridays, Month-End Celebrations, Sports Tournaments, and Festival celebrations 🎉 Excellent Employee Referral Programme 💸

Wrisk is reinventing insurance for today's digital consumer and helping an outdated industry become relevant again in the process. In the same way that fintech companies have disrupted the traditional banking sector, reimagining financial platforms for a new generation, Wrisk's founders share a vision for how insurance ought to be: simple, transparent and personal. Bringing together two disparate industries (technology and insurance), they have created an insurance experience like no other, centred squarely around the customer. The result is Wrisk: flexible insurance that adapts to fit your life. Our mobile-first, frictionless platform lets people interact with their insurance provider with the same ease, speed and transparency they're already used to having with providers in other sectors. Customers can pay monthly, instantly make changes to their cover and bring all their disclosure, payment and claim information together in a single place. Now, with some big brand partners, we are bringing our unique customer experience and platform to market to change how insurance is bought, sold and managed. What we are looking for... We are seeking a diligent and proactive Support Engineer to join our growing team. Your primary responsibility will be to provide third-level support through our Service Desk ticketing system. You will triage incoming requests, ensuring they are properly categorised and prioritised, and either resolve issues directly or escalate them to the appropriate teams. The ideal candidate has experience in customer support, a strong technical background, and a passion for problem-solving. You should be comfortable working in a fast-paced environment, managing multiple requests simultaneously, and providing timely and accurate support to ensure a seamless customer experience. What you'll do... Service Desk Management: Monitor and manage the Service Desk ticketing system, ensuring all incoming requests are logged, categorised, and prioritised appropriately First-Level Support: Provide initial support to resolve technical issues, including troubleshooting and guiding users through solutions Request Triage: Assess the urgency and impact of each request, escalating complex issues to senior engineers or relevant teams as necessary Customer Communication: Maintain clear and professional communication with users, keeping them informed of the status of their requests and ensuring their issues are resolved promptly Documentation: Document solutions and workarounds for common issues, contributing to a knowledge base for both users and support staff Collaboration: Work closely with senior engineers, developers, and other cross-functional teams to ensure that all issues are resolved effectively and efficiently Continuous Improvement: Identify recurring issues and suggest improvements to reduce the number of support requests and enhance the overall user experience Requirements Experience Minimum of 4 years of experience in a technical support role, with a focus on providing first-level support Strong understanding of Service Desk operations and experience using ticketing systems to manage and triage support requests Technical proficiency in troubleshooting software and database issues, with the ability to quickly diagnose and resolve problems Excellent communication skills, with the ability to explain technical concepts clearly and concisely to non-technical users Experience working in a fast-paced environment, managing multiple tasks simultaneously, and prioritising effectively under pressure Strong customer service orientation, with a focus on delivering high-quality support and ensuring user satisfaction Ability to work independently, as well as collaboratively with senior engineers and other teams to resolve complex issues Familiarity with remote support tools and techniques is highly desirable Skills Required SQL: Strong knowledge of SQL for querying databases to retrieve and analyse data as part of troubleshooting and resolving support requests Service Desk Tools: Experience with Service Desk ticketing systems, such as JIRA Service Desk, Zendesk, Freshdesk, or similar platforms, for managing support requests and triaging issues Database Management: Familiarity with database management systems and the ability to perform basic database administration tasks to support troubleshooting efforts Scripting & Automation: Basic scripting skills (e.g., Python, Bash) to automate routine tasks and streamline support processes, along with proficiency in using API client tooling from scripts or tools like Postman Remote Support Tools: Proficient in using remote support tools and techniques to assist users in diagnosing and resolving issues Technical Documentation: Skilled in creating clear and concise technical documentation, including user guides, FAQs, and troubleshooting procedures Kotlin: Experienced in Kotlin or other JVM based language (with keen attitude to learn Kotlin) Additional Considerations: Experience in driving growth within a scale-up is advantageous Prior experience in the financial/insurance services sector within secure environments, such as PCI, SOC2, or ISO27001 will be a plus

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description Role Overview: The Community Manager will play a key role in building, nurturing, and expanding our global customer community. This individual will serve as a champion of our customer base, working to foster engagement, encourage knowledge-sharing, and create a positive and inclusive environment where users feel valued and supported. You will be the voice of our customers and the bridge between their needs and our product teams, helping to shape the future of our platform. Key Responsibilities: Community Engagement: Develop and execute strategies to grow and engage a diverse, global community across forums, user groups, social media channels, and in-person or virtual events. Facilitate meaningful interactions and ensure customers feel heard and supported. Global Customer User Group Development: Implement a global user group framework which includes creation of user groups in key cities / regions, recruitment of chapter leaders, building and executive an annual community calendar, driving local engagement etc. Build and drive key business communities: Strategise and drive critical community development plans for business partners and resellers globally, by partnering with the local stakeholders and affiliate teams. Community Events & Meetups: Plan and host online and in-person events, including webinars, product demos, hackathons, and customer meetups, to foster deeper connections within the community. Moderation & Support: Lead and moderate customer discussions within online forums, user groups, and other community platforms. Provide guidance, answer questions, and ensure a positive, respectful environment for all members. Collaboration with Cross-Functional Teams: Work closely with the marketing, customer success, and product teams to align community efforts with business goals, and ensure seamless communication between customers and internal teams. Metrics & Reporting: Track community growth, engagement, and sentiment through key performance indicators (KPIs), such as active users, forum participation, and NPS scores. Provide regular reports and insights to leadership on community trends and opportunities for improvement. Qualifications Experience: 10+ years of experience in community management, customer success, or marketing, preferably within a SaaS or tech environment. Hands-on experience in creating, managing, growing user groups and actively participating in online communities, forums etc. is a must. Skills & Competencies: Strong written and verbal communication skills, with the ability to engage and inspire a global, diverse community. Experience with community management tools, CRMs, and social media management tools. Comfortable hosting and moderating virtual events and webinars. Ability to create compelling content (blogs, videos, webinars, etc.) that resonates with customers. Passionate about customer experience and building long-lasting relationships with users. Ability to analyze community data and provide actionable insights. Empathy, patience, and a collaborative mindset. Strong Individual Contributor Skills: Demonstrate a proactive approach to problem-solving, with the ability to analyze data, identify trends, and propose actionable recommendations for improving program effectiveness. Take ownership of initiatives and drive them to successful completion, while effectively managing priorities and deadlines in a fast-paced environment. Additional Information Working knowledge of industry-standard community management platforms (Insided, Khoros, VanillaForums etc.). Experience with CRM and analytics platforms (e.g., Salesforce, Google Analytics etc.). Familiarity with customer advocacy programs and user-generated content strategies. Excellent communication, presentation, and interpersonal skills. Experience in leading cross-functional teams and driving alignment towards common goals. Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity. Comfortable with a global working model, alternating between partnering with local staff at NA, EU and India, with the ability to travel as needed. At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. Job Description PM5 – Senior Manager, Data Analytics We are seeking a highly analytical and strategic Senior Manager, Marketing Analytics to lead our marketing analytics team and drive data-informed decision-making. This role will be responsible for developing and implementing analytics strategies that measure and optimize marketing performance across multiple channels, including paid media, content marketing, email, and SEO. The ideal candidate will have a deep understanding of B2B SaaS marketing metrics, data visualization, and statistical modelling, as well as experience collaborating cross-functionally with marketing, sales, product, and finance teams. Key Responsibilities: Develop and lead the marketing analytics strategy for demand generation to measure marketing effectiveness, customer acquisition, and ROI across all channels. Build, maintain, and optimize dashboards and reports to track KPIs, providing actionable insights for marketing and leadership teams. Analyze campaign performance, marketing funnel efficiency, and customer lifecycle metrics to drive data-driven recommendations. Partner with marketing, sales, and finance to forecast marketing impact, revenue contributions, and customer retention trends. Utilize statistical modelling, attribution analysis, and A/B testing to optimize marketing spend and campaign performance. Manage data pipelines and collaborate with data engineering teams to ensure accurate data collection and integration across platforms (e.g., Google Analytics, CRM, Marketing Automation platform, PowerBI, Looker). Identify trends, opportunities, and risks in marketing performance, presenting findings to key stakeholders. Develop segmentation strategies and customer journey analyses to improve lead conversion and customer engagement. Mentor and manage a team of marketing analysts, fostering a culture of curiosity, innovation, and continuous improvement. Qualifications 8+ years of experience in marketing analytics, preferably in a B2B SaaS environment. Master’s degree in Marketing, Business Analytics, Data Science, Statistics, or a related field. Expertise in marketing performance measurement, data modeling, and attribution methodologies. Proficiency with analytics tools such as Google Analytics, SQL, Python, R, Tableau, Looker, or other BI platforms. Strong understanding of marketing automation and CRM platforms (e.g., Marketo, HubSpot, Salesforce). Experience with A/B testing, cohort analysis, and customer segmentation techniques. Excellent problem-solving skills with the ability to translate complex data into actionable insights. Strong leadership and team management experience. Ability to communicate effectively with both technical and non-technical stakeholders. Highly organized with strong project management skills and the ability to work in a fast-paced environment. Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

We do have an opening for the role of Remote Desktop support with in MNC. Experience: 1-3 years Notice Period: 0- 15 Days Location : Coimbatore Work Mode: 5 days work from office. Shift : 24*7 Shift Detail: Timings: Morning -06 AM - 03 PM Evening- 02 PM - 11PM Night -10PM - 07 AM

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship Job Description As a Learning & Development lead , you will take ownership of learning programs across the organization, especially for managers. From end-to-end operations to facilitation and enhancing learner experience, you will collaborate with HRBPs, business teams, and internal stakeholders to design, deliver, and continuously improve learning initiatives. You will also oversee LMS operations and curate learning pathways to strengthen leadership and individual contributor development. Key Responsibilities Facilitate engaging and interactive training programs (for managers and ICs) both in-person and virtually. End-to-end coordination and execution of learning programs (virtual, in-person, and blended formats). Partner with HRBPs and business leaders to drive nominations, learner participation, and program adoption. Design and refine learning content, including slides, facilitator guides, and microlearning modules. Manage LMS/LxP operations: assignments, completions, troubleshooting, and reporting. Generate dashboards, analyze learner feedback, and track program effectiveness and impact. Collaborate with internal teams and external vendors for seamless execution of initiatives. Curate relevant learning resources aligned to key skill areas, career stages, and roles. Qualifications 6 years plus experience in Learning & Development, preferably within fast-paced tech, SaaS, or product companies. Strong facilitation, instructional design, and program development skills. Excellent communication, stakeholder management, and organizational abilities. Highly capable of independently managing multiple projects with ownership, adaptability, and attention to detail. Proficient with LMS platforms, learning operations, and content coordination. Skilled in Google Workspace/Microsoft Office; familiarity with tools like Canva, Articulate, or basic video editing software is a plus. Additional Information Are passionate about employee development and creating impactful learning experiences. Bring structure, creativity, and energy to every program you manage. Enjoy collaborating across geographies, cultures, and time zones. Proactively seek feedback and leverage it to drive continuous program improvements. At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Lead- Customer Support & Operations In-office role, Gurgaon About Zyla ( www.zyla.in ) Zyla Health is India’s highest-rated personalized care management platform focused on improving health outcomes. Zyla enables care at scale for insurers and employers through its human-assisted AI on the 24x7 conversational Zyla app (consistently rated 4.7+). Some of our clients include Aditya Birla, Max Life, Care Insurance, HDFC Ergo, IBM, Godrej, Jindal Steels, DHL, Tata Steel, AstraZeneca, Pfizer. Care implemented by Zyla spans across medical, physical and mental health needs, and powered by a complete in-house team of Doctors and experts as well as our proprietary AI engines - Athena, Lea and Iris. The care starts with a detailed health risk assessment of the population followed by personalized care journeys ranging from chronic disease management to wellness programs. Why will you love working with us? We are India's leading AI-powered care management platform. Our vision is to be the de-facto healthcare expert in every home, providing access to the most personalized & real-time care to improve the quality & longevity of lives. Zyla takes a clinical approach to provide hyper-personalized and real-time care delivered by an able team of experienced doctors & medical experts to improve the health outcomes of the user. We have the finest talent across technology, data science, medicine, and management, and a product with an NPS of +70! We are one of the highest-rated Medical apps on the Google Play store (4.8+ consistently) and have been recognized by Google across Google App Excellence, Launchpad, and APAC programs. Top-notch investors from India and the USA support us. We proudly boast about our work culture, at the core of which lies user-centricity and the highest quality of empathy. At Zyla, you will meet the diverse talent that has come from the most reputed institutes and work organizations. Together, we set out to build the future of healthcare in India. Job Summary: We are seeking a proactive and experienced folk to guide, mentor, and support our customer success team. The ideal candidate will be responsible for driving customer satisfaction, improving team performance, and ensuring the team follows best-in-class support practices. You’ll play a pivotal role in creating SOPs, improving KPIs, and maintaining a high standard of service excellence. How you will make an impact: Team Leadership & Supervision: Lead, motivate, and mentor the Customer Support and Operations team to ensure seamless service delivery and consistent operational execution. Customer Experience Management: Drive superior customer service by ensuring timely resolution of queries, maintaining high CSAT, NPS, and customer retention metrics. Operational Coordination: Oversee and coordinate daily operations including appointment scheduling with partner labs, managing logistics for sample pickups, and ensuring SLAs are met across the board. Appointment & Service Scheduling: Streamline appointment booking processes with labs and customers. Optimize technician schedules and resource allocation to improve efficiency and customer satisfaction. Process Compliance: Ensure adherence to standard operating procedures, internal quality controls, and data handling protocols across all customer and operational touchpoints. SOP Creation & Implementation: Design, document, and implement scalable SOPs for both support and operations processes. Continuously refine workflows based on feedback and performance data. CRM Tool Implementation: Lead the implementation and optimization of a CRM tool to improve case management, customer visibility, and team productivity. Ensure proper data migration, team onboarding, training, and ongoing improvements aligned with business needs. Performance Management: Track and report key performance indicators (KPIs) across both support and operations. Monitor productivity, turnaround time, and customer sentiment to drive continuous improvement. Training & Development: Organize regular training programs and workshops for the team to enhance product knowledge, operational fluency, and customer handling skills. We are looking for people who: Proven 7+ experience in a customer support or customer success leadership role. Strong understanding of customer experience metrics and tools. Are excellent communicators with a knack for coaching, cross-functional coordination, and problem-solving. Have experience implementing and managing CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce) including workflows and automation. Can build and implement scalable support and operational processes. Possess strong analytical skills and a data-driven approach to performance monitoring. Have experience working in tech-enabled customer support and operations environments. What we offer: Opportunity to directly work on a very innovative product that has a big societal impact. Opportunity to work with a cross-functional team consisting of leading medical brains, tech geeks, operations gurus. An open set-up where you can innovate every day.

About the Company JMAN Group is a growing technology-enabled management consultancy that empowers organizations to create value through data. Founded in 2010, we are a team of 450+ consultants based in London, UK, and a team of 300+ engineers in Chennai, India. Having delivered multiple projects in the US, we are now opening a new office in New York to help us support and grow our US client base. We approach business problems with the mindset of a management consultancy and the capabilities of a tech company. We work across all sectors, and have in depth experience in private equity, pharmaceuticals, government departments and high-street chains. Our team is as cutting edge as our work. We take pride for ourselves on being great to work with – no jargon or corporate-speak, flexible to change and receptive of feedback. We have a huge focus on investing in the training and professional development of our team, to ensure they can deliver high quality work and shape our journey to becoming a globally recognised brand. The business has grown quickly in the last 3 years with no signs of slowing down. About the Role 7+ years of experience in managing Data & Analytics service delivery, preferably within a Managed Services or consulting environment. Responsibilities Serve as the primary owner for all managed service engagements across all clients, ensuring SLAs and KPIs are met consistently. Continuously improve the operating model, including ticket workflows, escalation paths, and monitoring practices. Coordinate triaging and resolution of incidents and service requests raised by client stakeholders. Collaborate with client and internal cluster teams to manage operational roadmaps, recurring issues, and enhancement backlogs. Lead a >40 member team of Data Engineers and Consultants across offices, ensuring high-quality delivery and adherence to standards. Support transition from project mode to Managed Services – including knowledge transfer, documentation, and platform walkthroughs. Ensure documentation is up to date for architecture, SOPs, and common issues. Contribute to service reviews, retrospectives, and continuous improvement planning. Report on service metrics, root cause analyses, and team utilization to internal and client stakeholders. Participate in resourcing and onboarding planning in collaboration with engagement managers, resourcing managers and internal cluster leads. Act as a coach and mentor to junior team members, promoting skill development and strong delivery culture. Qualifications ETL or ELT: Azure Data Factory, Databricks, Synapse, dbt (any two – Mandatory). Data Warehousing: Azure SQL Server/Redshift/Big Query/Databricks/Snowflake (Anyone - Mandatory). Data Visualization: Looker, Power BI, Tableau (Basic understanding to support stakeholder queries). Cloud: Azure (Mandatory), AWS or GCP (Good to have). SQL and Scripting: Ability to read/debug SQL and Python scripts. Monitoring: Azure Monitor, Log Analytics, Datadog, or equivalent tools. Ticketing & Workflow Tools: Freshdesk, Jira, ServiceNow, or similar. DevOps: Containerization technologies (e.g., Docker, Kubernetes), Git, CI/CD pipelines (Exposure preferred). Required Skills Strong understanding of data engineering and analytics concepts, including ELT/ETL pipelines, data warehousing, and reporting layers. Experience in ticketing, issue triaging, SLAs, and capacity planning for BAU operations. Hands-on understanding of SQL and scripting languages (Python preferred) for debugging/troubleshooting. Proficient with cloud platforms like Azure and AWS; familiarity with DevOps practices is a plus. Familiarity with orchestration and data pipeline tools such as ADF, Synapse, dbt, Matillion, or Fabric. Understanding of monitoring tools, incident management practices, and alerting systems (e.g., Datadog, Azure Monitor, PagerDuty). Strong stakeholder communication, documentation, and presentation skills. Experience working with global teams and collaborating across time zones.

About AiSensy AiSensy is a WhatsApp-based Marketing & Engagement platform built on Official WhatsApp Business APIs . We empower 100,000+ businesses and 7,000+ partners —including ISVs, resellers, and affiliates—to scale their engagement and revenue through advanced automation and communication solutions. Recognized as Meta's Emerging Partner of the Year 2023 and CTWA Partner of the Year 2024 , AiSensy is one of India's fastest-growing B2B SaaS startups . 100,000+ Businesses Onboarded : Trusted by businesses across India and beyond. ₹4000+ Crores Revenue Driven : Enabling real results through WhatsApp-led engagement over the last 3.5+ years. About the Role – Partner Support Executive We are looking for a Partner Support Executive who will serve as the first line of support for AiSensy’s partners, ensuring high-quality service, quick resolution of technical and operational issues, and a seamless onboarding experience. You’ll work closely with internal teams to resolve issues, maintain SLAs, and deliver a consistently strong partner experience. Key Responsibilities Partner Query Support Respond to partner queries via email, live chat, or ticketing systems like Freshdesk or Intercom. Maintain strong First Response Time (FRT) and meet chat acceptance SLAs . Service Excellence Ensure CSAT scores of 95%+ by delivering timely, accurate, and empathetic support. Maintain high-quality written communication with typing speeds of 70+ words per minute . Partner Onboarding & Integration Guide partners through the onboarding process and assist with dashboard integrations. Understand the unique business use cases of partners and deliver tailored support solutions. Cross-Team Collaboration Work with Product, Tech, and Sales teams to resolve escalations and improve the partner experience. Ensure clear documentation, consistent follow-ups, and structured handovers for ongoing cases. Must-Have 2–4 years of experience in partner or customer support roles (preferably in SaaS/B2B setups). Strong understanding of APIs, Webhooks , and third-party integration workflows. Proficiency with tools like Freshdesk, Zendesk, Intercom , or similar platforms. Excellent verbal and written communication skills. Good to Have Prior experience in SaaS customer success or technical support. Familiarity with CRMs and automation tools. Experience collaborating with internal tech and onboarding teams. Perks & Benefits Be the voice of India’s fastest-growing WhatsApp API platform to its partner ecosystem. Collaborate closely with cross-functional teams and leadership. Exposure to international partner operations and real-time WhatsApp integrations. Why Join AiSensy? Fast-Growing Environment : Work in a high-paced, dynamic setup that prioritizes ownership, learning, and impact. Global Exposure : Collaborate with WhatsApp’s global teams and join exclusive partner events. Create Real Impact : Help 100,000+ businesses achieve tangible outcomes through automation and smart engagement. Learn, Solve, Grow : Gain hands-on experience in technical integrations, client support, and strategic onboarding. Learn More About Us YouTube Demo – Watch Now Partnership Model Explore here Website: https://m.aisensy.com YouTube: AiSensy YouTube Channel LinkedIn: AiSensy LinkedIn Instagram: @aisensy_official

✅ We’re Hiring: Team Leader – Inbound Call Centre (Mumbai Only) 📍 Location: Andheri, Mumbai 🏢 Company: KANKEI Relationship Marketing Services Pvt Ltd 🕒 Type: Full-Time (Work From Office) Are you a people-focused leader with a passion for delivering exceptional customer service? Do you have experience in managing inbound calls and supporting consumer queries ? We’re looking for a Team Leader to manage a team of inbound call center agents who handle customer queries, order issues, and product-related concerns . ⸻ 🔹 Your Role : Lead a team of agents handling inbound calls related to product information, order tracking, and customer complaints. Ensure high levels of customer satisfaction through effective call management and first-contact resolution. Monitor team performance, provide coaching, and conduct regular quality checks. Train agents on product details, safety disclaimers, and customer communication best practices. Handle escalated customer calls and ensure timely resolution. Generate performance reports and identify trends to improve service delivery. 🔸 What You Bring : 5 years’ experience in a call center, with at least 1 year in a leadership role. Experience in the food or FMCG sector is a strong advantage. Excellent communication, coaching, and problem-solving skills. Familiarity with CRM and call management tools (e.g., Salesforce, Freshdesk, Zendesk, Genesys ). A proactive, team-first mindset with the ability to manage real-time call pressures. ⸻ 🎯 Why Join Us? Be part of a growing consumer-focused brand Drive a team that supports thousands of customers daily Work in a dynamic, collaborative environment that values your leadership ⸻ 📩 Interested? Apply now or tag someone who’d be a great fit! Or send your resume's to aishwarya.d@kankei.com #Hiring #TeamLeader #CallCentreJobs #CustomerSupport #InboundCalls #FoodIndustry #FMCG #CustomerExperience #TeamManagement #Careers