Customer Support Executive

About the Role

The Customer Support Operations team is responsible for delivering a best-in-class support experience across Cricbuzz and Willow by Cricbuzz products and services. The team manages customer interactions, subscription and payment-related support, escalation handling, operational reporting, and customer experience analytics, while acting as a key bridge between customers and internal Product, Business, Technology, and Operations teams.

Key Responsibilities

Support customers and subscribers across Cricbuzz and Willow by Cricbuzz products through chat, email, web, phone, App Store and Play Store reviews, and social media channels.

Manage customer queries, complaints, tickets, and escalations relating to subscriptions, payments, billing, account management, content access, streaming experience, and product functionality.

Coordinate closely with Product, Engineering, Business, and Operations teams to ensure timely resolution of customer issues and provide accurate responses to customers.

Take ownership of escalated customer issues and drive them to closure while maintaining high standards of customer satisfaction.

Develop a deep understanding of subscription workflows, payment gateways, digital payment systems, streaming products, and customer journeys.

Monitor ticket queues, operational performance, response times, and SLA adherence to ensure an exceptional support experience.

Gather and analyse large volumes of customer interactions and support data to identify recurring issues, product gaps, and operational inefficiencies.

Provide actionable feedback to Product, Technology, and Business teams to improve customer experience, reduce support volumes, and prevent repeat issues from surfacing.

Prepare and share status updates, weekly reports, and customer experience insights with stakeholders.

Contribute to process improvements, automation initiatives, and knowledge management to enhance overall operational efficiency.

Requirements

Bachelor's or Master's degree.

2+ years of proven experience in Customer Support Operations, Payment Gateway Operations, Customer Service, Technical Support, Subscription Services, or equivalent high-performance operational support environments.

Strong understanding of digital products, subscription businesses, payment gateways, and customer lifecycle management.

Experience handling customer escalations and working with cross-functional teams to drive issue resolution.

Excellent analytical and problem-solving skills with the ability to identify trends and derive actionable insights from customer data.

Strong communication and stakeholder management skills.

Proven ability to manage multiple priorities in a fast-paced environment.

Strong ownership mindset with a focus on customer satisfaction, operational excellence, and continuous improvement.