Customer Support Executive

Overview

The Customer Support Operations team at Cricbuzz is dedicated to providing top-tier support across the Cricbuzz and Willow by Cricbuzz platforms. This role involves handling customer interactions, supporting subscriptions and payments, managing escalations, and delivering insightful reports. The team functions as a crucial link between customers and internal teams including Product, Business, Technology, and Operations.

Key Responsibilities

• Assist customers and subscribers across multiple channels such as chat, email, phone, app store reviews, and social media.
• Manage inquiries and complaints related to subscriptions, billing, account settings, content access, streaming, and product features.
• Collaborate effectively with Product, Engineering, Business, and Operations teams to provide timely and accurate solutions.
• Take accountability for escalated issues, ensuring their resolution while upholding customer satisfaction standards.
• Develop comprehensive knowledge of subscription processes, payment gateways, digital payments, streaming products, and customer journeys.
• Monitor support ticket queues, performance metrics, response times, and SLA compliance to guarantee excellent service quality.
• Analyze large volumes of customer data to identify trends, product shortcomings, and process inefficiencies.
• Provide actionable feedback to improve the customer experience and reduce recurring issues through close partnership with Product, Technology, and Business stakeholders.
• Prepare and distribute status reports, weekly summaries, and analytical insights to relevant parties.
• Drive continuous improvement through process optimization, automation, and knowledge management initiatives.

Candidate Requirements

• A Bachelor's or Master's degree.
• At least 2 years of experience in customer support operations, payment gateway handling, technical support, subscription services, or similar demanding operational roles.
• Strong understanding of digital products, subscription business models, payment systems, and customer lifecycle management.
• Proven experience managing escalations and collaborating with diverse teams to resolve issues.
• Excellent analytical capabilities to detect patterns and extract actionable insights from customer support data.
• Strong communication skills and proficiency in stakeholder coordination.
• Ability to juggle multiple priorities efficiently in a fast-paced setting.
• A strong sense of ownership focused on customer satisfaction, operational excellence, and ongoing process refinement.