SaaSflair Technologies
Customer Experience

Customer Support

Resolve customer problems with patience, clear writing, sound judgement, and careful use of support tools and AI assistance.

Bengaluru / Patna

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The role

Customer Support is accountable for helping people get a real problem resolved, not simply replying quickly or closing a ticket. You will understand the issue, explain the next step clearly, keep accurate records, and involve the right team when a problem needs escalation. Good support combines patience with judgement: be respectful under pressure without making promises you cannot keep.

What you will do

  • Respond to customer questions and problems through the support channels provided by the team, using clear, accurate, and appropriately empathetic communication.
  • Investigate account, listing, order, booking, payment-status, or platform-usage questions within your access and documented procedures.
  • Ask focused questions, reproduce issues where possible, and distinguish between a how-to question, a policy decision, an operational blocker, and a potential product defect.
  • Record the issue, relevant context, actions taken, and next owner in the support system so another team member can continue without starting over.
  • Handle frustrated or difficult customers calmly. Set realistic expectations, explain limits directly, and escalate threats, sensitive matters, or unresolved cases through the correct path.
  • Use support tools and AI assistance to search knowledge, draft or summarise responses, and organise information. Check every output for accuracy and tone before sending it.
  • Protect customer information by following access rules and sharing only the information needed to resolve the case.
  • Identify repeated issues and contribute useful updates to help articles, saved replies, internal notes, and product feedback.

What you need

These are the core capabilities for this role, not a wishlist of unrelated skills.

  • Excellent written and verbal communication, including strong written English and the ability to explain a process without vague or confusing language.
  • Patience without passivity: you remain respectful while asking necessary questions, setting boundaries, and moving the issue toward resolution.
  • Practical problem-solving. You can separate symptoms from likely causes, check relevant details, and explain what is known versus what still needs investigation.
  • Ability to handle unhappy or demanding customers without becoming defensive, overpromising, or abandoning the documented process.
  • Comfort learning support software, CRM systems, ticketing tools, knowledge bases, and internal escalation workflows.
  • Willingness to use AI assistance responsibly while checking facts, protecting personal information, and retaining accountability for the final response.
  • Reliable record keeping, attention to detail, and willingness to own an issue until it has a clear resolution or handoff.

Helpful, but not essential

  • Experience supporting users of a digital platform, marketplace, booking service, online store, or SaaS product.
  • Experience writing help articles, maintaining saved replies, documenting recurring issues, or reporting product bugs.
  • Examples of resolving a difficult customer issue through careful investigation and communication.

How to apply

Include your CV and a short note connecting your experience to this role's responsibilities. Specific examples, decisions you owned, and outcomes are more useful than broad statements about being hardworking or detail-oriented.

Send your application to hr@saasflair.com with the role title in the subject line.

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