Customer Support Associate

About Joveo

As the global leader in AI-powered, high-performance recruitment marketing, Joveo is transforming talent attraction and recruitment media buying for the world’s largest employers, staffing firms, RPOs, and media agencies. The Joveo platform enables businesses to attract, source, engage, and hire the best candidates on time and within budget.

Backed by marquee investors like Nexus Ventures Partners, Joveo has been featured in Inc. Magazine’s List of America’s Fastest-Growing Private Companies for three years in a row.

Powering millions of jobs every day, Joveo’s data-driven recruitment marketing platform uses advanced data science and machine learning to dynamically manage and optimize talent sourcing and applications across all online channels while providing real-time insights at every step of the job seeker journey, from click to hire.

For more information about Joveo’s award-winning platform, visit www.joveo.com .

The Role

We’re looking for an empathetic and detail-oriented Tier 2 Support Agent to join our Live Ops team and handle escalated customer issues across our platform. In this role, you’ll act as a bridge between front-line support and engineering/product teams, resolving complex cases, identifying patterns, and ensuring high-touch support for issues that require deeper investigation or prioritization.

Key Responsibilities

• Own Tier 2 support escalations, including complex technical or account-related issues
• Investigate, troubleshoot, and resolve problems across mobile, web, and backend systems
• Identify trends or recurring bugs and flag them to Product & Engineering teams
• Provide clear, professional, and empathetic written responses to customers
• Collaborate with Tier 1 agents to ensure efficient handoffs and consistent support
• Assist with documentation and knowledge base improvements based on common issues
• Track tickets in tools like Intercom and Linear and ensure SLAs are met
• Provide feedback to improve tools, workflows, and the overall support experience

What We’re Looking For

• 2-4 years of experience in customer support, technical support, or live ops
• Experience handling escalations or working in a Tier 2 or similar support role
• Excellent communication skills (written and verbal) with a focus on clarity and empathy
• Strong problem-solving abilities and a proactive, solutions-oriented mindset
• Ability to stay calm under pressure and manage multiple escalations at once
• Familiarity with support tools (Intercom, Zendesk, Jira, Linear, etc)
• Bonus: Experience supporting a SaaS, EdTech, or consumer-facing product

What We Offer

• A dynamic and collaborative work environment.
• Opportunities for professional growth and development.
• Competitive salary and benefits package.
• The chance to make a significant impact on a growing company.

Competitive benefits

• We are an exciting, dynamic startup company with the most competitive salary in India, stock options, and a comprehensive benefits package. We’ve also got an enthusiastic and supportive work environment and strive to keep our employees healthy, happy, and productive.

Joveo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For more information, visit www.joveo.com .