Customer Support Executive (Live chat)

Hey,

If you’re someone who types faster than they talk, can troubleshoot in your sleep, and finds joy in writing FAQs that actually help — you’ll feel right at home here. As a Customer Support Executive at Saleshandy, you’ll be the go-to guide for 4,000+ users, helping them thrive with our outreach platform. You'll juggle live chats, improve our help center, and turn customer questions into product gold. Bonus: you’ll also get to play with cool AI tools.

Why this role rocks (EVP)

Purpose

You’ll be the voice (or rather, the fingers) behind the scenes helping customers succeed every day — and you'll see the direct impact of your work.

Growth

This isn’t a dead-end support gig. We’re scaling fast, and you’ll grow with us. Think team lead, CS ops, customer education — your ambition sets the path.

Motivators

Perfect for someone who thrives on quick wins, loves diving into SaaS products, and gets a kick out of helping people figure things out (even when they swear they already tried turning it off and on again).

Major Objectives

• Own the Live Chat Game
  
  
  

Within 90 days, handle 85%+ of customer chats and emails with <2-min response time and <30-min resolution. Keep CSAT at 90% or higher. Automate smarter replies using Intercom’s AI tools.

• Build a Help Center Worth Bookmarking
  
  
  

Rewrite or create 25+ killer FAQ articles by end of Q2. Use feedback and analytics to power smarter chatbot replies and reduce repeat tickets.

• Turn Support into Product Fuel
  
  
  

Every week, send Product and Tech a hotlist of customer trends, bugs, and brilliant feature requests. Use tagging, AI clustering, or a bit of magic to back it all up.

Critical Subtasks

• Audit Support Operations (Days 1–60)
  
  
  

Evaluate workflows, ticket types, and tool usage. Share 3+ actionable fixes to improve efficiency. [AI-supported]

• Launch 30-60-90 Day Ramp Plan
  
  
  

Master tools and product. Handle tickets independently by Day 60. Start mentoring peers by Day 90.

• Collaborate Cross-Functionally
  
  
  

Join bi-weekly syncs with Product and Sales. Track shared tasks to improve FAQ and feature adoption. [AI-supported]

• Run Product Walkthroughs
  
  
  

Lead 4+ sessions/month. Track impact on product usage and share insights with support leads.

• Lead Strategic CSAT Project
  
  
  

Pilot an automated CSAT tracking improvement using AI tools. Deliver measurable results by end of Q2. [AI-supported]

• Handle Escalations & Outages
  
  
  

Be available for urgent issues. Deliver reports within 48 hrs post-incident with root cause and fixes.

• Continuously Integrate AI
  
  
  

Within 90–180 days, identify tasks to automate with AI, run pilots, and report improvements. [AI-integrated]

Culture + Vibes

We’re lean, fast, and allergic to corporate fluff. You’ll get autonomy, feedback, and endless learning — plus teammates who obsess over doing right by the customer. If you’re coachable, curious, and cool under pressure, you’ll crush it here.

Perks

Personal Development — an annual budget for books, courses, and conferences

Medical Insurance — we offer health insurance allowance to all teammates

Annual team retreats — to amp up the entire team's energy every year, we take a retreat and you will decide on the place.

So, think you’re a good fit? Then let’s roll.

Step 1: Hit Apply, Answer pre-screening questions being yourself.

Step 2: Call with the Hiring Manager.

Step 3: Work on a small assignment.

Step 4: Call with the Reporting Manager.

Step 5: Job Offer and welcome to the ikigai tribe!