Customer Support Executive

About the Role

The Customer Support Operations team is responsible for delivering a best-in-class support experience across Cricbuzz and Willow by Cricbuzz products and services. The team manages customer interactions, subscription and payment-related support, escalation handling, operational reporting, and customer experience analytics, while acting as a key bridge between customers and internal Product, Business, Technology, and Operations teams.

Key Responsibilities

• Support customers and subscribers across Cricbuzz and Willow by Cricbuzz products through chat, email, web, phone, App Store and Play Store reviews, and social media channels.

• Manage customer queries, complaints, tickets, and escalations relating to subscriptions, payments, billing, account management, content access, streaming experience, and product functionality.

• Coordinate closely with Product, Engineering, Business, and Operations teams to ensure timely resolution of customer issues and provide accurate responses to customers.

• Take ownership of escalated customer issues and drive them to closure while maintaining high standards of customer satisfaction.

• Develop a deep understanding of subscription workflows, payment gateways, digital payment systems, streaming products, and customer journeys.

• Monitor ticket queues, operational performance, response times, and SLA adherence to ensure an exceptional support experience.

• Gather and analyse large volumes of customer interactions and support data to identify recurring issues, product gaps, and operational inefficiencies.

• Provide actionable feedback to Product, Technology, and Business teams to improve customer experience, reduce support volumes, and prevent repeat issues from surfacing.

• Prepare and share status updates, weekly reports, and customer experience insights with stakeholders.

• Contribute to process improvements, automation initiatives, and knowledge management to enhance overall operational efficiency.

Requirements

• Bachelor's or Master's degree.

• 2+ years of proven experience in Customer Support Operations, Payment Gateway Operations, Customer Service, Technical Support, Subscription Services, or equivalent high-performance operational support environments.

• Strong understanding of digital products, subscription businesses, payment gateways, and customer lifecycle management.

• Experience handling customer escalations and working with cross-functional teams to drive issue resolution.

• Excellent analytical and problem-solving skills with the ability to identify trends and derive actionable insights from customer data.

• Strong communication and stakeholder management skills.

• Proven ability to manage multiple priorities in a fast-paced environment.

• Strong ownership mindset with a focus on customer satisfaction, operational excellence, and continuous improvement.