Job Description

About the Role

As a Customer Support Associate, you will be responsible for managing the end-to-end support experience for astrology consultations. You will act as the first point of contact for users and astrologers, resolving operational issues in real time and ensuring every consultation is completed smoothly.

This is a highly execution-focused role that requires strong communication skills, empathy, ownership, and the ability to handle multiple conversations simultaneously.

Key Responsibilities

• Provide real-time support to users before, during, and after astrology consultations.

• Coordinate with users and astrologers for consultation scheduling and rescheduling.

• Resolve issues related to:

  • Consultation booking and confirmations

  • WhatsApp scheduling challenges

  • Call or platform connectivity issues

  • Delayed or missed consultations

  • Last-minute cancellations or rescheduling requests

  • Post-consultation queries and follow-ups

• Coordinate with internal teams (Operations, Product, Tech, Customer Support) to resolve escalations.

• Maintain high responsiveness during operating hours (8 AM – 10 PM through rotational shifts).

• Document recurring issues and contribute towards creating SOPs and improving support processes.

• Track and update support tickets accurately in CRM/helpdesk tools.

• Escalate critical issues proactively and ensure timely resolution.

• Deliver a delightful customer experience while maintaining empathy and professionalism.

What We're Looking For

• 1–3 years of experience in Customer Support, Customer Success, Operations, or Service Delivery.

• Excellent verbal and written communication skills in English and Hindi. Additional Indian languages are a plus.

• Comfortable handling customers over WhatsApp, phone calls, and chat.

• Strong problem-solving skills with a customer-first mindset.

• Ability to remain calm and composed during high-volume support situations.

• Highly organized with strong attention to detail.

• Comfortable working in rotational shifts, including weekends.

• Proficient with Google Workspace and CRM/helpdesk platforms such as Freshdesk, Zendesk, Intercom, or similar tools.

Preferred Experience

Candidates from any of the following backgrounds will be preferred:

• Consumer internet companies

• Customer support/BPO

• E-commerce

• Fintech

• EdTech

• Healthcare

• Hospitality

• Service marketplaces

Experience supporting appointment-based services, consultations, bookings, or scheduling workflows will be an added advantage.

Success Metrics

• First Response Time (FRT)

• Resolution Time (TAT)

• Customer Satisfaction (CSAT)

• Consultation Success Rate

• Escalation Rate

• SLA Adherence

• User and Astrologer Experience

Working Hours

• Rotational shifts covering 8:00 AM – 10:00 PM

• 6-day working week

• Work from Office (Bengaluru)