Customer Support Executive

Role Overview:
We are looking for a customer-focused and detail-oriented Customer Support Executive to manage
inbound queries, ensure smooth platform operations, and coordinate with internal and external teams
for quick issue resolution. This role is critical in delivering a reliable and high-quality charging
experience to our users.
Requirements:
Bachelors degree in any relevant field
2 - 4 years of experience in customer support or operations
Excellent communication skills (spoken and written)
Basic technical aptitude and willingness to learn EV systems
Proficiency in Excel/Google Sheets for reporting
Ability to handle multiple queries and work in a fast-paced environment
Preferred Skills:
Experience with CRM/CMS tools
Prior exposure to EV, mobility, or tech-enabled platforms, will be given preference
Strong problem-solving and coordination skills
Customer-centric mindset with attention to detail
Key Responsibilities:
1. Inbound Customer Support
Handle incoming customer queries via calls, WhatsApp, and email
Assist users with charging issues, transactions, and general queries
Provide prompt and effective resolutions with a customer-first approach
2. CMS Management & Reporting
Manage and monitor the Charging Management System (CMS)
Track charger performance, usage, and downtime
Generate daily, weekly, and monthly operational reports
Maintain logs of customer issues, complaints, and resolutions
3. Technical Coordination
Coordinate with internal tech teams to resolve platform-related issues
Work closely with hardware OEM partners to troubleshoot on-site charger problems
Ensure timely resolution and minimal service disruption
4**. Issue Tracking & Escalation**
Identify, categorize, and escalate issues when necessary
Follow up proactively with relevant teams until closure
Keep customers informed about issue status and resolution timelines
5**. Customer Feedback & Engagement**
Conduct feedback calls to understand customer experience
Identify recurring issues and suggest improvements
Build strong relationships to improve customer satisfaction and retention
6. Internal Coordination
Collaborate with operations and support teams for seamless service delivery
Ensure effective communication across departments
Support process improvements to enhance response and resolution efficiency
Compensation: Based on Experience, Current CTC and Industry Standard
Some non-monetary things and cultures such as:

Being in a new-age and high-growth startup, you will have immense learning opportunities
Creative freedom, the opportunity to innovate and implement, and bring the change
Thrive in a startup environment where each employee is considered an entrepreneur and sets
an example for innovation and efficiency
The employee-centric startup, where your efforts and outcomes are celebrated and rewarded
Work closely with Founder & industry veteran mentors
Environment where everyones opinion matters
Work Location: Pune, MH (Sinhgad Road)