About the role
Experience : 5 - 7 Years
Location : Bangalore
Organization : BrightConnect Services Pvt Ltd
Job Summary
BrightConnect Services is a B2B SaaS support partner for global tech companies. We are hiring Senior Customer Support Specialists to handle complex customer issues, mentor junior specialists and own L2 escalations across email, chat and phone channels. The role requires strong product expertise, hands-on Zendesk administration, Salesforce CRM, SQL for customer reporting and API troubleshooting skills.
Key Responsibilities
- Own L2 escalations end to end across email, chat and phone — drive resolution within SLA.
- Mentor 2-3 junior specialists; conduct quality audits and weekly call calibration sessions.
- Drive root cause analysis (RCA) for repeat customer issues and write detailed post mortem documents.
- Partner with product and engineering on customer impacting bugs — log issues in Jira and follow up to closure.
- Author SOPs, decision trees and escalation matrices on Confluence for the team.
- Improve team CSAT and reduce escalation rate quarter on quarter.
- Conduct customer voice feedback sessions for product and engineering teams.
- Administer Zendesk workflows, triggers, macros and SLA policies.
- Maintain quality of customer interactions through monitoring and coaching.
Required Skills
- 4-7 years of customer support experience in a SaaS or tech product company.
- Expert in Zendesk and / or Freshdesk administration — workflows, triggers, macros, SLA policies.
- Hands-on experience with Salesforce Service Cloud or any other enterprise CRM.
- Strong SQL — joins, aggregations and subqueries for customer reporting.
- API troubleshooting using Postman, Charles Proxy or any equivalent tool.
- Experience writing SOPs, decision trees and escalation matrices.
- Coaching and mentoring junior specialists.
- Excellent verbal and written English communication.
- Strong ownership, attention to detail and customer first mindset.
Good to Have
- Six Sigma Green Belt or any process improvement certification.
- Tableau or PowerBI for support dashboards and reporting.
- Knowledge of ITIL framework (Foundation level or higher).
- Experience with WFM tools — NICE, Verint or Genesys.
- Multi region or cross time zone customer support exposure.
- Knowledge management — Confluence or any Wiki tool.
What We Offer
- Lead track development programme with structured promotion path.
- Annual onsite training opportunity (US or UK).
- Process improvement project ownership — quarterly initiatives.
- Sponsored certifications — Zendesk, Salesforce, Six Sigma.
Preferred Qualification
Bachelors degree in any discipline. MBA in Operations or Service Management is an advantage but not mandatory.