Role Summary

We are looking for a Customer Support Solutions Specialist to join our growing Customer Support team.

This is an L3 / subject matter expert role focused on handling complex escalations, troubleshooting customer issues, improving support processes, and driving solutions across Customer Support. You will work closely with Product, Technology, Operations, and other cross-functional teams to 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 of AICC, 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 experience in Customer Service, Technical Support, Customer Operations, or a related field
Experience handling L2/L3 escalations or complex customer cases
Strong troubleshooting, analytical, and problem-solving skills
Good understanding of omnichannel customer support, including Email, 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 with CRM, Knowledge Base, Quality Assurance, AI chatbot, or support automation will be an added advantage

Benefits

Perks of Joining Us

Flexi Benefit Allowances
Birthday gift
Medical Insurance