Senior Customer Support Executive - Premium Support - Live Chat & Escalations (2-4 Yrs) Bangalore (After-Sales/Customer Service)

Role Overview:We are looking for a high-performing and customer-obsessed support executive to join our Premium Escalation Support team. This role is ideal for someone experienced in handling live chat, high-value customers, and their critical queries (failed transactions, refunds, chargebacks, order s Journey etc.).You will take end-to-end ownership of Level 2 & 3 escalations, deliver timely resolutions via live channels, and contribute to improving customer experience by providing root-cause insights and SOP refinements. The role requires empathy, speed, accuracy, and a professional tone at all times.Key Responsibilities:- Handle premium live chats, resolving critical issues (payments, refunds, disputes).- Own Level 2 & 3 escalations across chat, email, and social media; ensure SLA closure.- Execute SOPs for transaction checks, KYC, and RBI-compliant processes.- Collaborate with Product, Risk, Finance & Engineering teams for faster resolutions.- Maintain chat quality & high CSAT through quick, clear responses.- Document cases with clear notes, follow-ups, and timely escalations.- Analyze root causes, highlight trends, and suggest process/product improvements.- (Sr. Execs) Mentor and guide new agents on premium support handling.Eligibility Criteria: - 2-4 years of experience in customer support, preferably in banking, fintech, or e-commerce - Prior exposure to chat-based support, premium customer handling, or escalation resolution - Strong knowledge of payment flows, refund processes, and banking compliance (UPI, net banking, chargebacks) - Excellent English communication - both written and verbal - Familiarity with tools like Freshchat, Zendesk, Salesforce, Intercom, etc.
-Strong sense of ownership, composure under pressure, and a problem-solving mindset (ref:updazz.com)

Payroll Type : Permanent