Senior Associate - Customer Care (Non-Voice)

Team: Response

Location: River HQ, Bengaluru

• *Key Responsibilities:**

• Manage high\-volume, concurrent live chats and email support queues within defined Service Level Agreements (SLAs)

• Troubleshoot and resolve complex product, service, and technical complaints with high First Contact Resolution (FCR)

• Maintain a professional, empathetic, and solution\-oriented tone aligned with the brand voice across all written interactions

• Accurately tag, document, and categorize customer tickets in the customer relationship management to ensure clear audit trails and clean reporting data

• Monitor and actively engage with user\-generated content, queries, reviews, and complaints across social platforms (X/Twitter, LinkedIn, Instagram, Facebook, YouTube), app stores (Google Play, Apple App Store), and public review portals (Google My Business)

• Identify potential brand risks or viral negative sentiment; implement rapid de\-escalation protocols and escalate to internal stakeholders (PR, Legal, Product) when necessary

• Turn negative brand sentiment into positive customer advocacy through swift, transparent, and empathetic public problem resolution

• Act as the tier\-II escalation point for unresolved frontline queries, bug reports, and edge cases

• Assist team leads in conducting spot\-checks, peer ticket audits, and providing constructive feedback to junior associates

• Document recurring process bottlenecks, customer pain points, and edge cases to share with Product, Tech, and Quality Assurance teams

• *Ideal Candidate:**

• 4 years of experience in non\-voice customer support (email and chat)

• Proven track record handling enterprise or consumer\-facing escalations in a fast\-paced environment (E\-commerce, Fintech, SaaS, or D2C)

• Should be proficient in platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, or Intercom

• Experience using tools such as Sprinklr, Hootsuite, Sprout Social, Brandwatch, Locobuzz, or Konnect Insights

• Should have a typing speed of 45–50 WPM with 95% accuracy

• Should be good with grammar, comprehension, tone modulation, and de\-escalation writing skills

• Ability to synthesize complex customer queries quickly and extract actionable insights from repetitive feedback trends

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