Customer Support Associate

Job Title: Customer Support Associate

Location: Work From Home (Anywhere in India)

Salary: 12,000 15,000/month (based on experience)

Shift: Day shift only

Support type- Chat & Email only (no calls)

Working Days- Monday to Saturday

Company Description-

Lunar Wave LLC is a fast-growing digital products company that builds and scales global brands through performance marketing. Unlike a traditional agency model, we operate as a product-focused company, creating, building, and growing our own digital products and brands. We focus on using data-driven strategies, high-performing ad creatives, and platform-native content across channels like Meta, Instagram, and TikTok. Operating in a fast-paced startup environment, Lunar Wave emphasises execution, continuous testing, and measurable results. Teams work closely across creative, marketing, and customer-facing functions to deliver experiences that drive engagement, conversions, and long-term customer satisfaction.

About the Role-

You will be the first point of contact for our customers, handling email replies, managing comments across our channels, and proactively reducing the volume of customer queries by helping us fix issues before they happen. This is a long-term, career-track role for someone who wants to grow with us in customer success.

Key Responsibilities-

1. Customer Communication

• Respond to customer emails clearly, politely, and on time
• Manage customer comments on our social channels, replying where useful, deleting where necessary
• Maintain a consistent, on-brand tone across every customer touchpoint

2. Issue Resolution & Feedback Loop

• Share customer feedback regularly with the team so we can improve products and processes
• Proactively spot recurring complaints and flag them to the team before they become bigger issues
• Help lower refunds, chargebacks, and complaints by resolving concerns quickly and fairly

3. Quality & CSAT

• Own your Customer Satisfaction Score (CSAT) as your primary KPI
• Aim for first-response speed and one-touch resolution wherever possible
• Keep accurate notes on each conversation for handovers and reporting

4. Continuous Improvement

• Suggest small process changes that reduce repetitive queries
• Help build and update our internal FAQ and canned-response library
• Stay calm and professional in difficult conversations

Requirements-

• Freshers welcome, but only apply if you are serious about building a long-term career in customer support
• Strong written English is mandatory; clear, polite, and grammatically correct
• Comfortable working independently from home, with reliable internet and a working laptop/desktop
• Comfortable with email, chat tools, and basic spreadsheets
• Day shift availability, Monday to Saturday

What we are looking for-

• Patience and empathy - you genuinely care about helping people
• Ownership- you treat each customer's problem as your own
• Clear communicator- you can explain things simply, in writing
• Proactive- you flag issues before they grow
• Long-term mindset- you want to grow in customer success, not switch fields in 6 months

Working Details-

Timings: 10 AM 7 PM

Working Days: Monday Saturday

Location: Work From Home

Growth Opportunity-

This is a long-term career-track role. As you grow, you'll move from handling tickets to shaping how customer support works, building processes, training new joiners, and influencing product and operations decisions based on what customers tell us. Strong performers can grow into senior support, customer success management, or operations roles within Lunar Wave.