We are looking for a Senior Customer Support Executive to join our team, working on-site from our Junagadh office. 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 7 to 11 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. Experience leading projects, mentoring others and influencing decisions will set you up for success in this role.
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. Gaurav Telecom 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 Senior Customer Support Executive at Gaurav Telecom, 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:- Identify capability gaps and contribute to hiring and team development.
- Make and clearly communicate well-reasoned decisions, including difficult trade-offs.
- Translate strategy into concrete plans and measurable outcomes for the team.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Contribute to process and tooling improvements that make support faster and better.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Track account health and identify opportunities for expansion and advocacy.
- 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.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Build strong, trust-based relationships with internal and external stakeholders.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Represent the team and the company professionally in internal and external interactions.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Plan and manage your workload to balance quality, speed and competing demands.
What we're looking for
7-11 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 Gaurav Telecom, 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:- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- A supportive, inclusive and collaborative culture where your ideas are genuinely heard and your contribution truly matters.
- Free snacks, beverages and regular catered meals to keep you fuelled through the day.
- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- A culture that actively encourages experimentation, stretch projects and learning from both wins and mistakes.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Provident Fund (PF) contributions and gratuity in line with statutory requirements, helping you build long-term financial security for the future.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Regular recognition and appreciation for great work, both publicly and privately.
- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- Support for relocation where relevant, to help you make a smooth move and settle in quickly.
- Employee discounts and access to a curated range of partner perks, offers and benefits.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- 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.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- Opportunities to attend, speak at and learn from industry events and conferences.
Education
MBA / Bachelor's in Business Administration