Customer Support Executive

About the Role The Customer Support Operations team is responsible for delivering a best-in-class support experience across Cricbuzz and Willow by Cricbuzz products and services. The team manages customer interactions, subscription and payment-related support, escalation handling, operational reporting, and customer experience analytics, while acting as a key bridge between customers and internal Product, Business, Technology, and Operations teams.

Key Responsibilities • Support customers and subscribers across Cricbuzz and Willow by Cricbuzz products through chat, email, web, phone, App Store and Play Store reviews, and social media channels. • Manage customer queries, complaints, tickets, and escalations relating to subscriptions, payments, billing, account management, content access, streaming experience, and product functionality. • Coordinate closely with Product, Engineering, Business, and Operations teams to ensure timely resolution of customer issues and provide accurate responses to customers. • Take ownership of escalated customer issues and drive them to closure while maintaining high standards of customer satisfaction. • Develop a deep understanding of subscription workflows, payment gateways, digital payment systems, streaming products, and customer journeys. • Monitor ticket queues, operational performance, response times, and SLA adherence to ensure an exceptional support experience. • Gather and analyse large volumes of customer interactions and support data to identify recurring issues, product gaps, and operational inefficiencies. • Provide actionable feedback to Product, Technology, and Business teams to improve customer experience, reduce support volumes, and prevent repeat issues from surfacing. • Prepare and share status updates, weekly reports, and customer experience insights with stakeholders. • Contribute to process improvements, automation initiatives, and knowledge management to enhance overall operational efficiency.

Requirements • Bachelor's or Master's degree. • 2+ years of proven experience in Customer Support Operations, Payment Gateway Operations, Customer Service, Technical Support, Subscription Services, or equivalent high-performance operational support environments. • Strong understanding of digital products, subscription businesses, payment gateways, and customer lifecycle management. • Experience handling customer escalations and working with cross-functional teams to drive issue resolution. • Excellent analytical and problem-solving skills with the ability to identify trends and derive actionable insights from customer data. • Strong communication and stakeholder management skills. • Proven ability to manage multiple priorities in a fast-paced environment. • Strong ownership mindset with a focus on customer satisfaction, operational excellence, and continuous improvement.