Customer Support Executive

Customer Support Executive - Contract

About this Role:

thumpN runs the ticketing and discovery layer for live events across India. When something goes wrong, a payment stuck, a ticket that didn't land, a gate that won't scan, fans don't care whose system it is. They just want it fixed before the show starts.

You'll sit close to that pressure. Working with the Support Experience Manager, you'll get real exposure across the CX stack: moderating live queries, watching social channels, checking vendor quality, and making sure nothing falls through the cracks between our support team and the rest of thumpN.

Roles & Responsibilites:

Ticket moderation and resolution

• Monitor and moderate real time user queries during your assigned windows.
• Help close queries raised by users by coordinating with the relevant internal teams.
• Flag anomalies internally the moment you spot them, don't wait for someone else to catch it.

ORM and social support

• Assist with ORM, resolving user queries raised on social media.
• Keep responses clear and on brand, even when the fan on the other end isn't happy.

Cross-team coordination

• Help bridge the gap between the external support team and internal teams.
• Bring structure to the handoffs: what's open, what's blocked, what needs escalation.

Requirements:

Required

• 0 to 2 years in Customer Support background.
• Strong attention to detail, comfortable working with spreadsheets and structured data.
• Clear, direct written communication. No fluff, no idioms.
• Genuine interest in operations, CX, or the ticketing and live events industry.

Preferred

• Proficiency with Excel or Google Sheets formulas.
• Prior exposure to support tools like Freshdesk, Zendesk, or similar.
• An interest in live events and entertainment beyond the job description.