Customer Support Specialist

ABOUT WISEMONK:

Wisemonk is India's leading Employer of Record (EOR) platform. We enable global companies to hire, pay, and manage employees in India without setting up a local entity. Our platform handles payroll, HR, compliance, and recruitment end-to-end, giving our clients everything they need to build and scale India teams with confidence.

We work with a diverse range of global companies from large enterprises across the US, Middle East, and Europe, to high-growth startups at every stage of their journey. What sets us apart is our obsessive focus on incorporating AI across the entire employee and customer lifecycle, creating better outcomes for the teams we serve.

We are a fast-growing company with a young, driven team that takes ownership early, moves quickly, and builds with purpose. If you want to work at the intersection of HR, technology, and global business and have real impact from day one Wisemonk is the place for you.

THE ROLE:

As a Customer Support Specialist, you will be the first point of contact for our clients and their India-based employees. You will handle inbound queries across email, chat, and our ticketing system resolving issues quickly, escalating when needed, and consistently delivering a high standard of service.

This is a role for someone who takes pride in getting things right, communicates with clarity, and genuinely cares about the experience of the people they are helping. You will work alongside Customer Success Managers and our HR Ops team to make sure nothing falls through the cracks.

WHAT YOU'LL DO:

• Manage inbound support queries from clients and placed employees across email, chat, and our ticketing platform
• Resolve queries related to payroll, benefits enrolment, employment documentation, and platform access accurately and promptly
• Triage and escalate complex or sensitive issues to the relevant HR Ops, Payroll, or Compliance team with full context
• Maintain accurate, well-documented records of all interactions in the ticketing system
• Contribute to building and maintaining a self-serve knowledge base and FAQ library for clients and employees
• Identify patterns in recurring queries and flag them to the operations team for process or product improvement
• Consistently meet SLA targets across response time, resolution time, and client satisfaction

WHAT YOU BRING:

• 13 years of experience in customer support, client services, or a helpdesk environment
• Clear, professional written communication able to explain complex HR or payroll topics in plain language
• Patient and empathetic particularly when handling sensitive employee queries around payslips, benefits, or employment status
• Familiarity with support and ticketing tools (Zendesk, Freshdesk, Intercom, or similar)
• Basic understanding of HR or payroll processes is a plus we will provide full training
• Detail-oriented and organised you follow through and close the loop

WHY WISEMONK:

• Deep exposure to the India EOR and employment space from day one
• A support role with real scope you'll help shape how we serve clients at scale
• Clear growth path into senior support, operations, or customer success roles
• Work alongside a close-knit team that values quality and takes pride in what they deliver
• AI-assisted workflows we invest in tooling so you can focus on higher-value work