Customer Support Solutions Specialist

Role Summary

We are looking for aCustomer Support Solutions Specialistto join our growing Customer Support team.

This is anL3 / subject matter expert rolefocused on handling complex escalations, troubleshooting customer issues, improving support processes, and driving solutions across Customer Support. You will work closely withProduct, Technology, Operations, and other cross-functional teamsto turn customer pain points into effective and sustainable solutions.

What You'll Do

• Handle complex cases and escalations from L1/L2 teams, including technical, product, payment, integration, and operational issues.
• Investigate issues, perform root-cause analysis, and identify effective solutions or workarounds.
• Act as a subject matter expert and provide guidance to Customer Support agents and Team Leads.
• Identify recurring customer issues and drive process, SOP, and workflow improvements.
• Develop and maintain troubleshooting guides, SOPs, and Knowledge Base content.
• Support the optimisation ofAICC, AI chatbot, routing logic, and customer support automation.
• Analyse customer feedback, CSAT, FCR, SLA, AHT, and DSAT trends to identify improvement opportunities.
• Work with Product and Technology teams on system enhancements, UAT, and support-related projects.
• Translate customer and operational pain points into clear requirements and actionable solutions.
• Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Requirements

• 3+ years of experiencein Customer Service, Technical Support, Customer Operations, or a related field.
• Experience handlingL2/L3 escalations or complex customer cases.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good understanding of omnichannel customer support, includingEmail, Chat, WhatsApp, and Phone.
• Strong communication and documentation skills.
• Comfortable working with Product, Technology, Operations, and other cross-functional teams.
• Customer-focused with strong ownership and accountability.
• Proactive mindset with the ability to research, identify gaps, and propose practical solutions.
• Experience withCRM, Knowledge Base, Quality Assurance, AI chatbot, or support automationwill be an added advantage.

Benefits

💼 Perks of Joining Us

• 📈 Flexi Benefit Allowances
• 🎁 Birthday gift
• 🏥 Medical Insurance