Customer Success Executive

At Pocket FM, millions of users come to binge stories every day. Our Customer Support team ensures that every listener gets a smooth, helpful, and reliable experience across touchpoints.

We're looking for customer-focused professionals who can communicate clearly, solve problems with ownership, and turn user feedback into meaningful insights.

What you'll do

• Manage user queries across email, chat, app reviews, social media, and other digital channels
• Respond with empathy, clarity, and professionalism
• Handle complaints, escalations, and sensitive cases with ownership
• Resolve issues as per SOPs, quality standards, and timelines
• Track user issues, resolutions, and trends in CRM/support tools
• Identify recurring problems and share insights with product, content, tech, and operations teams
• Coordinate cross-functionally to ensure faster issue resolution

What we're looking for

• Strong written and verbal communication skills
• Customer-first mindset with good problem-solving ability
• Comfort with support tools, CRM systems, and Google Sheets
• Ability to work with data, reports, and customer trends
• Prior experience in customer support, BPO, gaming, entertainment, or digital platforms is preferred
• Freshworks or similar tool experience is a plus
• Bangalore-based candidates are preferred

Additional requirements

• Open to rotational shifts and rotational weekly offs
• Night shift flexibility may be required
• For senior roles, experience in support operations, stakeholder management, and process improvement is preferred