We are looking for an experienced Customer Support Executive to join our team, working on a hybrid basis from our Mumbai office and from home. In this role you will be a key member of our Customer Support function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Support, Communication and CRM to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 4 to 7 years of relevant experience and strong, practical knowledge of Customer Support, Communication and CRM. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Terra Technologies is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Support Executive at Terra Technologies, you will play a central role within our Customer Support function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Track account health and identify opportunities for expansion and advocacy.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Contribute to process and tooling improvements that make support faster and better.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Plan and manage your workload to balance quality, speed and competing demands.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Represent the team and the company professionally in internal and external interactions.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Support and step in for teammates when needed to help the team meet its shared goals.
What we're looking for
4-7 years of professional experience in a Customer Support Executive or similar roleStrong working knowledge of Customer Support, Communication and CRM
MBA / Bachelor's in Business Administration
Excellent communication, problem-solving and teamwork skills
Benefits
At Terra Technologies, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- Provident Fund (PF) contributions and gratuity in line with statutory requirements, helping you build long-term financial security for the future.
- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- Support for relocation where relevant, to help you make a smooth move and settle in quickly.
- Personal accident and term life insurance providing financial protection and peace of mind for you and your loved ones.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Structured mentorship, regular feedback and clear, transparent career-progression frameworks to help you grow.
- Opportunities to attend, speak at and learn from industry events and conferences.
- Free snacks, beverages and regular catered meals to keep you fuelled through the day.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- A results-focused environment that values outcomes and impact over hours logged at a desk.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- A culture that actively encourages experimentation, stretch projects and learning from both wins and mistakes.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- earned, casual and sick leave in line with company policy, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
Education
MBA / Bachelor's in Business Administration