Customer Support Executive (Night Shift)

The Employee is expected to perform the following primary duties and responsibilities, including but not limited to:

Core Responsibilities

• Working to SLAs and KPIs when dealing with customers.

• Operationally assist in customer support strategies and projects day-to-day, and provide varied support as and when needed to colleagues in the support team.

• Build strong relationships and deliver exceptional service to existing customers to ensure they get value from BrightLocal.

• Respond to and resolve customer tickets and live chats accurately and within SLA, triaging to the right team where needed.

• Conduct pre-booked video calls with customers to resolve issues and walk them through the platform.

• Suggest & implement improvements to processes under your control.

• Perform assigned tasks accurately, efficiently, and within agreed timelines.

• Deliver outputs that meet the Company’s quality and performance standards.

• Collaborate with team members, seniors, or higher roles in a professional manner.

• Follow lawful and reasonable instructions from management.

• Use Company tools, systems, and resources responsibly and for work purposes only.

Role-Specific Tasks

Kindly refer to this document for the role-specific tasks.

The Company may reasonably modify or assign related duties consistent with the role, business needs, and the Employee’s qualifications. As the business evolves, this may include, but is not limited to, new support channels (such as phone or video calls), new tools and systems, and changes to processes.