Customer Service Specialist

ABOUT THE ROLE

As a Customer Service Associate, you will be the first point of contact for Connekt customers, helping them resolve questions, understand the platform, and get the most value from our product.

You will manage customer inquiries across email and chat, troubleshoot issues, guide users through product features, and coordinate with our product and technical teams when additional support is needed.

This role is ideal for someone who communicates clearly, enjoys solving problems, and can deliver a professional and helpful customer experience in a fast-paced startup environment.

ROLE DETAILS

Location: India (Remote)

Employment type: Full-time

Compensation: Competitive salary + performance bonus

Benefits: Paid leave, equipment allowance

WHAT YOU’LL DO

• Respond promptly and professionally to customer inquiries through email, chat, and other support channels
• Help customers resolve questions related to accounts, platform features, integrations, billing, and general product usage
• Troubleshoot customer issues and gather the information needed to identify the cause
• Escalate technical or complex issues to the appropriate product or engineering team
• Keep customers updated until their questions or issues have been fully resolved
• Guide new customers through onboarding and help them understand how to use the platform effectively
• Maintain accurate records of customer conversations, issues, and resolutions
• Identify recurring customer problems and share feedback with the product and operations teams
• Create and update help articles, FAQs, templates, and internal support documentation
• Follow up with customers to ensure they are satisfied with the resolution provided
• Support account administration, subscription questions, and other customer-related operational tasks
• Ensure every customer receives a timely, clear, and positive experience

WHAT WE’RE LOOKING FOR

• 1–3 years of experience in customer service, customer support, or a similar customer-facing role
• Excellent written and verbal communication skills in English
• Strong problem-solving skills and the ability to explain solutions clearly
• Comfortable communicating with customers through email, chat, and video calls
• Patient, empathetic, and professional when handling customer concerns
• Able to manage multiple conversations and priorities without losing attention to detail
• Organized, proactive, and able to work independently in a remote environment
• Comfortable learning new software and navigating technical products
• Able to recognize when an issue should be escalated
• Reliable internet connection and a suitable home working setup

NICE TO HAVE

• Experience supporting a SaaS, technology, recruitment, or CRM product
• Experience using customer support platforms such as Crisp, Intercom, Zendesk, Freshdesk, or similar tools
• Familiarity with recruitment processes or recruitment software
• Experience supporting customers with software integrations and account setup
• Experience working in a startup or fast-paced environment
• Familiarity with customer support metrics such as response time, resolution time, customer satisfaction, and ticket volume
• Experience creating help centre articles, FAQs, or customer training materials

EQUAL OPPORTUNITY STATEMENT

Connekt is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of background, identity, or experience.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, disability, or age.