Customer Support & Operations Executive

Job Overview We are looking for a proactive and detail-oriented Customer Support & Operations Executive to manage customer interactions, support internal teams, monitor service quality, and contribute to operational excellence. The ideal candidate is someone who thrives in a fast-paced environment, is solution-oriented, and excels at turning customer insights into actionable improvements.

Key Roles & Responsibilities Customer Support Handle and resolve customer support queries across multiple channels (email, chat, social platforms, and calls). Manage model support queries, providing guidance and troubleshooting assistance as required. Offer social support, addressing concerns, comments, and messages on social media platforms while maintaining brand tone. Operations Review call recordings and call information (TAB review) to evaluate call situations, service quality, and compliance. Identify patterns and insights from call reviews to take corrective and preventive actions. Manage and improve the refund-to-repurchase metric, ensuring high customer satisfaction and strong retention. Evaluate user behavior and service interactions to improve conversion rates and optimize customer journey. Collaborate with internal teams for process improvement and actionable results based on customer insights and data. Requirements Prior experience in customer support, operations, or call quality review is preferred. Strong communication and problem-solving skills. Ability to analyze data and identify process gaps or opportunities. Comfortable working with performance metrics and conversion-driven tasks. Ability to multitask and handle high-volume queries efficiently.