Customer Support Executive

About the role

The Customer Support Operations team at Cricbuzz is looking for a proactive Customer Support Executive to deliver a best‑in‑class experience across Cricbuzz and Willow by Cricbuzz products. You will act as a bridge between users and internal product, business, technology, and operations teams, ensuring smooth subscription, payment, and streaming experiences.

Key responsibilities

• Assist customers and subscribers via chat, email, phone, app store reviews, and social media channels.
• Handle queries, complaints, tickets, and escalations related to subscriptions, payments, billing, account management, content access, and product functionality.
• Collaborate closely with Product, Engineering, Business, and Operations teams to resolve issues promptly.
• Own escalated cases, drive them to closure, and maintain high customer‑satisfaction standards.
• Monitor ticket queues, response times, and SLA adherence to ensure exceptional support.
• Analyse large volumes of interaction data to identify recurring issues, product gaps, and operational inefficiencies.
• Provide actionable feedback to improve product experience and reduce support volume.
• Prepare status updates, weekly reports, and insights for stakeholders.
• Contribute to process improvements, automation, and knowledge‑base management.

Required profile

• Bachelor's or Master's degree.
• 2+ years of experience in customer support operations, payment gateway operations, subscription services, or similar high‑performance support environments.
• Strong understanding of digital products, subscription models, and payment gateways.
• Proven ability to manage escalations and work cross‑functionally.
• Excellent analytical, problem‑solving, and communication skills.
• Ability to juggle multiple priorities in a fast‑paced setting.

Required skills