Senior Customer Support Agent - Social Media

Bangalore. Posted 3 months ago

The role

A Senior Social Media Support Agent will respond to customer inquiries across email, X/Twitter, and app store reviews. The role involves troubleshooting complex product issues and collaborating with Product and Engineering teams to resolve bugs.

What you will do

Respond to customer inquiries and complaints across email, X/Twitter, and app store reviews
Troubleshoot complex product issues and manage escalations
Collaborate with Product and Engineering teams to identify and resolve product bugs
Analyze support and feedback trends and create actionable reporting summaries
Maintain a consistent, on-brand voice across public support interactions
Manage a high volume of email support tickets, social, and app store engagement
Improve support processes, documentation, and FAQs
Create JIRAs for raised issues
Monitor performance metrics including CSAT and FRT
Provide accurate assistance and update documentation to educate customers

Required qualifications

4–6 years of experience in customer support
Excellent written and verbal English communication skills
Hands-on experience with support platforms such as Zendesk, Freshdesk, or similar tools
A logical, strategic approach to problem-solving
Excellent time management and the ability to multitask
A collaborative mindset
Strong analytical skills

Nice to have

Experience for mobile or technical products
Proficiency in additional languages, especially Hindi
Prior startup experience
Team player
Initiative taking/proactive approach

Benefits

Learning and development allowance
Voluntary provident fund (VPF) and/or national pension scheme (NPS) tax saving option
Creche allowance
Choice of preferred computer and phone within budget
Office includes breakfast, lunch, quiet spaces, and team activities
Lab Days: 5 days each quarter to explore new ideas

Before you apply

We will conduct a background check
We only accept applications in English

About the company

Truecaller is a company born in Sweden that aims to build trust in communication. It is trusted by over 500 million active users every month across 190+ countries.