Customer Support Executive

About Financially Free

Financially Free is a fast-growing financial education platform focused on helping individuals improve their understanding of investing, personal finance, and wealth creation.

Through our courses, webinars, live sessions, educational content, tools, and community, we aim to make financial learning simple, practical, and accessible.

We are now looking for a responsible and customer-focused Customer Support Executive who can help us provide an excellent experience to our learners and community members.

About the Role

As a Customer Support Executive, you will be the first point of contact for many of our customers.

Your responsibility will be to understand customer concerns, provide accurate information, resolve issues quickly, and ensure that every customer receives a professional and helpful experience.

You will interact with customers through calls, WhatsApp/chat, and email.

Fluency in both Hindi and English is required.

Key Responsibilities

• Handle customer queries through phone, chat/WhatsApp, and email.
• Communicate professionally in both Hindi and English.
• Assist customers with course access, payments, webinars, community access, account-related queries, and other support issues.
• Understand customer concerns and provide clear and accurate resolutions.
• Follow up on unresolved queries until the issue is completely closed.
• Escalate technical or complex issues to the appropriate internal team.
• Maintain proper records of customer conversations and resolutions.
• Coordinate with internal teams to ensure customer issues are resolved efficiently.
• Identify recurring customer concerns and share feedback for process improvement.
• Help improve Customer Satisfaction, Response Time, Resolution Time, and NPS.
• Take complete ownership of assigned customer queries instead of simply forwarding them.

Skills & Requirements

• Excellent verbal and written communication skills in Hindi and English.
• Previous experience in Customer Support, Customer Service, or Customer Success is preferred.
• Comfortable speaking with customers over the phone.
• Good listening and problem-solving skills.
• Patient, polite, empathetic, and professional while handling customers.
• Ability to manage multiple queries and prioritize tasks effectively.
• Comfortable using computers, Google Sheets, email, chat tools, and online platforms.
• Experience with Freshdesk or ZOHO desk similar customer-support toolswill be an advantage.
• Ability to work independently in a remote environment.
• Strong sense of responsibility and ownership.
• Quick learner who is comfortable adapting to new tools and processes.

Who We Are Looking For

We would especially like to work with someone who:

• Enjoys solving customer problems.
• Communicates clearly and confidently.
• Does not leave customer issues incomplete.
• Takes ownership and follows up proactively.
• Can remain calm while dealing with difficult or frustrated customers.
• Understands the importance of response time and customer experience.
• Is disciplined and reliable while working remotely.
• Is interested in learning and growing with a fast-moving company.

What We Offer

• Salary: ₹12,000 – ₹18,000 per month
• 100% remote working opportunity
• Opportunity to work with a growing financial education company
• Hands-on exposure to Customer Support and Customer Success
• Learning and professional development opportunities
• Supportive and collaborative work environment
• Opportunity to take greater responsibilities as the company grows

If you believe that great customer support means taking ownership until the customer's problem is solved, we would love to hear from you.

Work Location: Remote