Support Executive

Role Overview

The Support Executive serves as the central support figure for active merchant clients and the rider network post onboarding. This position focuses on nurturing existing merchant relationships to ensure ongoing value delivery, usage growth, and seamless coordination with delivery operations, excluding merchant onboarding responsibilities.

Key Responsibilities

• Serve as the main contact for merchants already active on the platform by handling their usage queries and enhancing their experience.
• Perform routine check-in communications to ensure merchants are well-versed in application use and have uninterrupted service.
• Provide continuous support and troubleshooting related to platform usage, accounts, and operational challenges.
• Proactively identify and recommend opportunities to cross-sell or upsell additional logistics services.
• Keep track of account performance metrics and anticipate merchant issues to maintain high satisfaction and retention.
• Answer daily merchant inquiries about orders, delivery statuses, and billing matters.
• Maintain accurate documentation of all merchant interactions including problems and resolutions.
• Compile and present operational summaries highlighting active accounts and common challenges for internal teams.
• Coordinate with delivery riders to resolve trip or ride-related concerns in real time, addressing delivery exceptions such as delays or discrepancies.
• Follow up on unresolved or problematic deliveries ensuring closure and service recovery.
• Analyze recurring issues and provide feedback for process enhancements to improve overall operations.
• Collect merchant and rider feedback to aid product and service improvements.

Essential Qualifications and Skills

• Graduation is mandatory.
• Previous experience in customer support, telecalling, account management, or logistics coordination is preferred; however, fresh graduates with strong communication skills are welcome.
• Proficient in English, Kannada, and Hindi languages.
• Basic capabilities in Google Sheets or Microsoft Excel for logging activities and issues.
• Strong organizational abilities and disciplined in follow-up actions.
• Calm and solution-focused temperament, capable of handling multiple concurrent queries from merchants and riders.
• Problem-solving orientation with a commitment to merchant satisfaction and retention.
• Experience or exposure to quick commerce, last-mile delivery, or hyperlocal logistics is advantageous.
• Availability for occasional urgent coordination beyond normal working hours during peak times.
• Must own a smartphone with stable internet access.
• Residing in Bengaluru or willing to relocate.
• Ability to prioritize merchant satisfaction and maintain operational continuity in a fast-paced setting.