Support Executive

Role and Responsibilities

The Support Executive is the customer success and operational support anchor for active merchant clients and our rider network. You will manage merchant relationships after they are live on the platform, ensure they get consistent value, grow their usage, and coordinate with the supply side to keep deliveries running smoothly. This role does not involve merchant onboarding - your focus is on nurturing, retaining, and growing already-active accounts.

Client Success & Relationship Management

• Act as the primary point of contact for merchant clients once they are active on the platform.
• Conduct regular check-in calls to ensure merchants understand how to use the app effectively and are having a smooth experience.
• Provide ongoing guidance and troubleshooting for platform, account, and usage-related queries.
• Proactively identify opportunities to cross-sell and upsell additional services, expanded delivery coverage, or enhanced usage.
• Monitor account health, anticipate merchant concerns, and act early to keep clients satisfied and retained.

Day-to-Day Operations & Billing Support

• Resolve routine merchant queries relating to orders, delivery status, and day-to-day billing matters.
• Maintain accurate logs of all merchant interactions, issues raised, and resolutions provided.
• Prepare regular summaries of active accounts, recurring issues, and resolutions for the operations team.

Rider Coordination & Real-Time Resolution

• Coordinate with delivery riders on the supply side to resolve real-time issues related to a trip or ride.
• Act as the bridge between merchants and riders for delivery exceptions - address mismatches, delays, and service recovery.
• Follow up on problematic or incomplete deliveries and drive them to closure.

Process Improvement

• Identify recurring issues and patterns and recommend process improvements to the operations team.
• Gather merchant and rider feedback to inform product and service refinements.

Required Qualification

• Prior experience in customer support, telecalling, account management, or logistics operations coordination; strong communicators from a fresher background are welcome.
• Working proficiency in English, Kannada and Hindi.
• Basic proficiency in Google Sheets / MS Excel for logging calls, issues, and account activity.
• Strong organisational skills and disciplined follow-up habits.
• Calm, solution-oriented approach while managing multiple merchant and rider queries at once.
• A problem-solving mindset with genuine focus on merchant satisfaction and retention.
• Exposure to quick commerce, last-mile delivery, or hyperlocal operations is an advantage.

Mandatory Qualification

• Should have a graduation as minimum qualification.
• Own smartphone with a reliable network connection.
• Willingness to be available for occasional urgent coordination outside standard working hours during peak periods.
• Based in Bengaluru, or willing to relocate.
• Ability to prioritise merchant satisfaction and operational continuity in a fast-paced environment.