Job Title: Customer Support Executive
Company: CometChat
Location: Remote
Employment Type: Full-Time
Experience Level: 1-2 years

About CometChat:

CometChat is an all-in-one communication platform providing businesses with customizable in-app messaging solutions, including text, voice, and video. We enable businesses to integrate feature-rich communication modules across apps, resulting in increased user engagement and retention. CometChat serves over 50K customers globally, including telehealth, social communities, and dating platforms, with offices spread across 14 cities worldwide.

Primary Responsibilities as Customer Support Executive

• Respond to customer queries via live chat, email, or phone, resolving issues in a timely manner.
• Troubleshoot bugs using REST APIs, HTML/CSS, and JavaScript.
• Suggest process improvements based on customer interactions.
• Follow up with customers to ensure technical issues are fully resolved.
• Maintain records of customer interactions and feedback.
• Collaborate cross-functionally with product, engineering, sales, and marketing teams.
• Develop deep product knowledge to advise customers on relevant features.
• Collaborate with the technical team to resolve complex issues and escalate cases as needed.
• Ensure high customer satisfaction through fast and accurate resolution of issues.

Experience and Capabilities:

• 1-2 years of client-facing experience, preferably in B2B SaaS.
• 1-2 years of customer support experience via chat and email.
• Experience using help desk software or ticketing systems.
• Excellent written and verbal communication skills.
• Ability to explain complex concepts clearly.
• Problem-solving abilities and strong people skills.
• Ability to work independently with a high level of self-motivation.
• Comfortable working in a 24×7 rotational shift environment.

Core Values:

1. Go above and beyond for the customer – Ensure every customer feels valued, regardless of their size.
2. Be relentless – Continuously innovate and challenge the status quo.
3. Be genuine – Practice empathy, anticipate needs, and ask questions to learn.
4. Have fun – Be positive, kind, and enjoy working with others.

Interview Process:

The interview process involves a series of conversations with CometChat’s founders and key stakeholders. This is an opportunity for both you and CometChat to learn more about each other, your skills, and your passion for the role.