Customer Success Executive

At Pocket FM, millions of users come to binge stories every day. Our Customer Support team ensures that every listener gets a smooth, helpful, and reliable experience across touchpoints.
We’re looking for customer-focused professionals who can communicate clearly, solve problems with ownership, and turn user feedback into meaningful insights.
What you’ll do
Manage user queries across email, chat, app reviews, social media, and other digital channels
Respond with empathy, clarity, and professionalism
Handle complaints, escalations, and sensitive cases with ownership
Resolve issues as per SOPs, quality standards, and timelines
Track user issues, resolutions, and trends in CRM/support tools
Identify recurring problems and share insights with product, content, tech, and operations teams
Coordinate cross-functionally to ensure faster issue resolution
What we’re looking for
Strong written and verbal communication skills
Customer-first mindset with good problem-solving ability
Comfort with support tools, CRM systems, and Google Sheets
Ability to work with data, reports, and customer trends
Prior experience in customer support, BPO, gaming, entertainment, or digital platforms is preferred
Freshworks or similar tool experience is a plus
Bangalore-based candidates are preferred
Additional requirements
Open to rotational shifts and rotational weekly offs
Night shift flexibility may be required
For senior roles, experience in support operations, stakeholder management, and process improvement is preferred

Work arrangement
No