We are looking for a Senior Customer Support Executive to join our team, working fully remotely from anywhere in the country. 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. Aanchal 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 Aanchal 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:- Mentor, coach and support more junior team members, helping them grow and do their best work.
- Represent your function in cross-functional and leadership discussions.
- Make and clearly communicate well-reasoned decisions, including difficult trade-offs.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- 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.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- 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.
- 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.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Track account health and identify opportunities for expansion and advocacy.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Represent the team and the company professionally in internal and external interactions.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- 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.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
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 Aanchal 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:- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- Opportunities to attend, speak at and learn from industry events and conferences.
- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- A results-focused environment that values outcomes and impact over hours logged at a desk.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- 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.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- Free snacks, beverages and regular catered meals to keep you fuelled through the day.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
Education
MBA / Bachelor's in Business Administration