Online Support Specialist

Company Description The Soul:ful Mat is a wellness-focused brand dedicated to helping individuals build mindful, sustainable movement and self-care practices. The company creates thoughtfully designed products and experiences that support physical, mental, and emotional well-being. Team members collaborate to deliver exceptional service and guidance to customers who value balance, health, and conscious living. The Soul:ful Mat promotes an inclusive, supportive work environment where people are encouraged to grow, learn, and contribute their ideas. The organization values empathy, integrity, and a customer-first mindset in every interaction.
Role Description The Online Support Specialist is a full-time hybrid role based in Gurugram, with flexibility for some work-from-home days. The specialist will respond to customer inquiries via email, chat, social media, and other online channels, providing timely, accurate, and empathetic support. Daily tasks include troubleshooting product or account issues, guiding customers through online purchasing or booking processes, and documenting interactions in support systems or CRMs. The role also involves collaborating with internal teams to escalate technical or complex issues, identifying recurring problems, and suggesting improvements to FAQs, help articles, and support workflows. The specialist will monitor online feedback, maintain brand-consistent communication, and contribute to enhancing the overall digital customer experience.
Qualifications
Candidates should possess strong Customer Support and Communication skills to handle inquiries, explain solutions clearly, and maintain a professional, empathetic tone.
Candidates should possess solid Technical Support and Troubleshooting skills to diagnose issues, guide users through resolutions, and work with internal teams on escalations.
Candidates should possess good Analytical Skills to interpret customer feedback, identify patterns in support requests, and recommend process or content improvements.
Relevant experience in online or customer service roles, especially in e-commerce, wellness, or consumer products, is beneficial.
Comfort with using CRM or ticketing tools, basic office software, and online communication platforms is preferred.
Ability to work in a hybrid environment in Gurugram, manage time effectively, and adapt to changing priorities.
A bachelor’s degree or equivalent practical experience in a related field (such as business, communications, or IT support) is an advantage.

Work arrangement
Hybrid