Customer Support Executive

Role overview

As part of the Customer Support Operations function at Cricbuzz and Willow by Cricbuzz, you will help deliver a reliable and high-quality support experience for customers. This role sits at the center of customer communication, subscription and payment assistance, escalation management, reporting, and customer experience analysis, while working closely with internal Product, Business, Technology, and Operations teams.

What you will do

• Assist customers and subscribers through chat, email, web, phone, app review channels, and social media.
• Handle questions, complaints, support tickets, and escalations related to subscriptions, payments, billing, account access, content availability, streaming experience, and product issues.
• Partner with Product, Engineering, Business, and Operations teams to resolve issues quickly and share clear responses with customers.
• Own escalated cases end to end and work toward closure while keeping customer satisfaction high.
• Build a strong working knowledge of subscription processes, payment gateways, digital payment flows, streaming products, and customer journeys.
• Track ticket volumes, operational metrics, turnaround times, and SLA performance to maintain service quality.
• Study large sets of customer interactions and support data to spot recurring problems, product gaps, and process inefficiencies.
• Share practical recommendations with Product, Technology, and Business teams to improve the customer experience, lower support demand, and reduce repeat issues.
• Prepare regular updates, weekly reports, and customer experience findings for stakeholders.
• Support process enhancement, automation, and knowledge management efforts to improve operational efficiency.

Requirements

• A Bachelor’s degree or Master’s degree.
• At least 2 years of experience in Customer Support Operations, Payment Gateway Operations, Customer Service, Technical Support, Subscription Services, or a comparable fast-paced operational support environment.
• Good understanding of digital products, subscription-based businesses, payment gateways, and customer lifecycle management.
• Experience handling escalations and collaborating with cross-functional teams to resolve issues.
• Strong analytical and problem-solving ability, including the capacity to identify patterns and convert data into actionable recommendations.
• Clear communication and strong stakeholder management skills.
• Ability to juggle multiple priorities in a busy, fast-moving setting.
• A strong sense of ownership with a focus on customer satisfaction, operational quality, and continuous improvement.

Additional information

This is a full-time, onsite position based in Bengaluru, Karnataka, India.