Customer Matter Expert

About the role

We are looking for a Customer Support SME (Chats Specialist) who will be responsible for driving quality, escalations management, and process adherence within the support function. This role is best suited for someone who has deep exposure to Freshdesk/Freshchat, excels at analytical problem-solving, and can mentor agents while ensuring timely and accurate ticket closures.

What you'll do

• Review, assign, and monitor support of live chats and tickets across various categories (Delivery, Refunds, Exchange, Returns, Product, etc.) to ensure SLA adherence
• Maintain escalation trackers covering both chat and ticket cases. Handle Level-2 escalations, coordinate with internal teams (FF, Tech
• Perform daily quality audits on chats and tickets for tone, accuracy, and tagging hygiene
• Share daily/weekly performance reports and insights with the Team Lead to identify gaps, patterns, and process improvements
• Ensure SOP adherence and tagging guidelines across chat and ticket communication templates

What you need

• 2–4 yrs of experience
• Customer service
• Freshdesk
• Escalation handling
• SOP writing
• VBA
• Shopify
• Any graduate