We are looking for a Senior Customer Support Executive to join our team, working on-site from our Darbhanga 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 6 to 10 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. Jeevan Studios 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 Jeevan Studios, 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.
- Define and improve processes, standards and ways of working across the team.
- Lead by example, setting a high bar for quality, collaboration and professionalism.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Contribute to process and tooling improvements that make support faster and better.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Track account health and identify opportunities for expansion and advocacy.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- 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.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Plan and manage your workload to balance quality, speed and competing demands.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- 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.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
What we're looking for
6-10 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 Jeevan Studios, 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:- A supportive, inclusive and collaborative culture where your ideas are genuinely heard and your contribution truly matters.
- A results-focused environment that values outcomes and impact over hours logged at a desk.
- Support for relocation where relevant, to help you make a smooth move and settle in quickly.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- 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.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- Opportunities to attend, speak at and learn from industry events and conferences.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- Employee stock options (ESOPs), giving you a genuine stake in the company's growth and long-term success.
Education
MBA / Bachelor's in Business Administration