Chat Support Executive_COPY

About the Role :

SuperWorks is hiring 3 Chat Support Executives to join our Customer Support team. As a Chat Support Executive, you will be the first point of contact for our customers on our live chat platform, answering their questions, resolving their issues, and making every interaction quick, clear, and helpful.

This role is ideal for freshers or early-career professionals who communicate well in writing, enjoy solving problems, and want to build a career in customer support and SaaS. Full product training is provided, so prior experience is welcome but not required.

Because you speak with customers all day, you will also have the chance to earn performance incentives - by recommending useful upgrades and add-ons and by referring new leads - on top of your fixed salary.

Key Responsibilities :

• Respond to customer queries over live chat promptly, professionally, and with a friendly tone.

• Understand each customer’s problem, troubleshoot it, and guide them to a clear solution.

• Manage several chat conversations at the same time without letting quality slip.

• Escalate complex or technical issues to the relevant team and follow up until they are resolved.

• Spot opportunities to recommend relevant upgrades or add-ons (cross-sell and upsell) during conversations, and encourage referrals - passing qualified leads to the sales team.

• Meet response-time, resolution-time, and customer-satisfaction (CSAT) targets.

• Record conversations accurately and keep customer information up to date.

• Share recurring problems and customer feedback with the product and support teams.

• Help improve our help center by suggesting or drafting support articles.

Required Skills (Must-Have) :

• Strong English communication is mandatory - clear written English with correct grammar, spelling, and a warm, professional tone.

• Good typing speed and accuracy (around 35-40 words per minute or higher).

• Strong reading comprehension to quickly understand what a customer needs.

• A patient, empathetic, and customer-first attitude.

• Ability to multitask and stay organized while handling multiple chats.

• Comfort using computers and web-based applications.

• A quick learner who can pick up our product and processes.

• Fresher to 1 year of experience (customer support internships count).

Good to Have :

• Familiarity with SaaS products, especially HRMS, Payroll, or related domains.

• A natural ability to notice customer needs and suggest the right solution (helpful for cross-sell, upsell, and referral incentives).

• Ability to communicate in Hindi or other regional languages.

• Any prior customer support, BPO, or internship experience.

What We Offer :

• Performance incentives for cross-sell, upsell, and new lead referrals - in addition to your fixed salary.

• Structured onboarding and full product training - no prior experience needed.

• A supportive team and a clear path to grow into senior support, QA, or customer success roles.

• Work mode: On-site.

• Shift: Rotational.