Customer Service Executive

About Zoca

Zoca is a fast-growing AI-powered platform built for local and multi-location businesses - helping salons, spas, restaurants, and retail brands manage their teams, customers, and growth all in one place. Through intelligent agents handling bookings, content, loyalty, and customer success, were simplifying growth for business owners across the country.

About the Role

We are looking for a passionate and customer-first Customer Service Executive to join our growing team. In this role, you will be the first point of contact for our customers, ensuring they receive prompt, empathetic, and effective support across all touchpoints. If you love solving problems, communicating clearly, and making customers feel genuinely taken care of - this role is for you.

What Youll Do

Customer Support

- Respond promptly and professionally to customer queries via phone, email, and chat

- Identify, troubleshoot, and resolve customer issues efficiently and empathetically

- Handle a high volume of customer interactions while maintaining quality and response time standards

- Conduct proactive follow-ups to ensure customer issues are fully resolved and satisfaction is maintained

- Assist new customers with onboarding, product setup, and initial configuration to ensure a smooth experience

- Educate customers on product features, updates, and best practices to help them get the most out of Zoca

Customer Retention Engagement

- Build strong relationships with customers and act as a trusted point of contact

- Proactively identify customers who may be at risk and escalate concerns to the relevant team

- Gather and document customer feedback to help improve products and processes

- Contribute to improving overall customer satisfaction scores (CSAT/NPS)

Internal Collaboration

- Collaborate with cross-functional teams to escalate and resolve complex customer issues in a timely manner

- Document all customer interactions accurately in the support system, ensuring clear records of issues and resolutions

- Participate in team training sessions and knowledge-sharing initiatives to stay updated on product changes

- Share recurring customer pain points and feedback with the product and operations teams

What Were Looking For

Must Have

- 4-6 years of experience in a customer service, customer support, or client-facing role

- Excellent verbal and written communication skills in English

- Strong problem-solving skills and the ability to think on your feet

- Empathy and patience when dealing with customer concerns

- Ability to multitask and manage a high volume of interactions in a fast-paced environment

- Comfortable working with CRM tools and support software

- A proactive, ownership-driven mindset

Good to Have

- Prior experience in a SaaS, tech, or startup environment

- Familiarity with tools like Freshdesk, Intercom, Zendesk, or similar customer support platforms

- Experience working with SMB customers or local business segments

- Knowledge of a regional language in addition to English

What Success Looks Like

- Consistently high CSAT and NPS scores across your customer interactions

- Fast, accurate, and empathetic resolution of customer issues

- Low repeat contact rate - customers get it resolved the first time

- Proactive identification of customer concerns before they escalate

- Strong product knowledge that translates into confident customer guidance

Why Join Zoca

- Be part of a fast-growing AI-powered startup with a strong product and a clear vision

- Work in a team that values ownership, empathy, and customer obsession

- Real opportunity to grow into senior customer success or account management roles

- A culture where your work directly impacts the customer experience and company growth