Customer Support Representative

Role: Customer Support Representative

Function: Customer Support / Client Success

Location: Bengaluru

Type: Full-time

Industry: Human Resources, HR Tech, SaaS

About Company

The company is a global HR platform simplifying international hiring and workforce management. It operates as an Employer of Record (EOR), enabling businesses to hire and manage employees in 140+ countries.

The platform handles local contracts, payroll, benefits, taxes, and compliance. It serves startups and growing enterprises looking to scale global teams without setting up local entities.

The team is lean — around 20 people — where every role carries real ownership and direct impact.

Position Overview

This role sits at the intersection of client success and operational coordination, serving as the primary point of contact for clients, vendors, and internal teams. You'll handle inbound support queries while proactively following up on open issues, onboarding milestones, and vendor coordination — ensuring seamless day-to-day operations for a globally distributed client base. Your work directly influences client retention and satisfaction on a platform used across 140+ countries.

Role & Responsibilities

• Handle inbound communication from clients, vendors, and internal personnel via email, chat, and calls — ensuring timely, accurate responses within SLA
• Proactively follow up on open tickets, onboarding milestones, and pending vendor actions to prevent delays and keep all parties aligned
• Coordinate with cross-functional teams (payroll, compliance, onboarding) to resolve client queries end-to-end
• Escalate complex or unresolved issues to appropriate internal stakeholders with full context and documentation
• Maintain accurate records of client interactions, issue logs, and resolution notes in the support system
• Assist clients with onboarding queries, contract clarifications, and platform navigation
• Identify recurring issues and surface feedback to product and operations teams for process improvement

Must Have Criteria

• 1–4 years of experience in customer support, client coordination, or account servicing roles
• Demonstrated ability to manage multi-party communication across clients, vendors, and internal teams simultaneously
• Proficiency in written and verbal English — clear, professional, and concise in all client-facing communication
• Experience using helpdesk or ticketing tools (e.g., Freshdesk, Zendesk, Intercom, or equivalent)
• Proven ability to manage multiple open issues concurrently while maintaining SLA commitments
• Track record of proactive follow-ups and ownership of issues through to resolution

Nice to Have

• Prior experience in an HR-tech, SaaS, or global payroll/EOR platform environment
• Familiarity with global employment concepts — payroll cycles, contractor vs. employee classification, compliance basics
• Experience supporting international or cross-border clients across different time zones
• Exposure to CRM tools such as HubSpot or Salesforce

What We Offer

• Direct impact in a 20-person startup shaping the future of global hiring
• Exposure to complex, real-world challenges in international payroll, compliance, and HR operations
• Collaborative work culture with high autonomy and ownership
• Opportunity to grow with a fast-scaling global HR platform serving clients across 140+ countries