Support Specialist – Tech & Customer Support

About the role

We are seeking Customer Support/Experience Specialists to be the first point of contact for our customers. You will deliver timely and effective support across multiple channels – Live Chat, Email, and Calls while ensuring an exceptional customer experience.

Key responsibilities

• Providing outstanding support via Live Chat, Email, and Phone to Easyship customers.
• Liaising with courier partners and third‑party vendors to resolve delivery or technical issues.
• Collecting and relaying customer feedback to enhance service and product offerings.
• Building and maintaining strong, trust‑based customer relationships.
• Collaborating with cross‑functional teams including Sales, Product, and Operations.
• Contributing to achieving high ratings on customer review platforms.
• Identifying opportunities for continuous improvement in support processes.

Required profile

• 2+ years of prior experience in customer support in B2B SaaS/Tech companies.
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly and patiently.
• Comfortable with night shifts, rotational week offs, and working from the office.
• Strong problem‑solving skills and ability to navigate ambiguous or multi‑step issues.
• Ability to multitask and stay organized while managing a high volume of tickets/conversations.
• Comfortable working with helpdesk tools (e.g., Zendesk, Intercom, Freshdesk) and basic familiarity with CRM or ticketing systems.
• Proficiency with Google Workspace and Microsoft Office tools.
• Empathy, patience, and a genuine desire to help customers succeed.
• Adaptability and a positive attitude in a fast‑paced startup environment.
• Familiarity with international shipping, customs, or logistics concepts is a plus (training provided).

Required skills

• Zendesk
• Intercom
• Freshdesk
• Google Workspace
• Microsoft Office

What we offer

• Generous remuneration and stock units.
• Comprehensive health coverage.
• Gym and wellness expense reimbursement.
• Zomato digital meal credits and a pantry of wholesome snacks.
• Freedom to ‘Work from Anywhere’ for 4 weeks per year.
• Generous vacation policy, plus duvet days and mental health days.