Senior Customer Support Agent - Social Media

This is a senior role for someone who's spent years in customer support for mobile or technical products and is ready to take on more ownership - not just resolving tickets, but shaping how the product is perceived across every channel users use to reach us.

What you’ll do:

• Respond to customer inquiries and complaints across email, X/Twitter, and app store reviews, providing clear, accurate and friendly resolutions
• Troubleshoot complex product issues and manage escalations when necessary to ensure timely resolution
• Collaborate with cross-functional teams — including Product and Engineering — to identify and resolve product bugs and improve overall product usability
• Analyze support and feedback trends across channels and turn them into clear, actionable reporting summaries for the wider team
• Help maintain a consistent, on-brand voice across all public support interactions
• Manage a high volume of email support tickets, our primary support channel, alongside social and app store engagement
• Contribute to improving support processes, documentation, and FAQs based on recurring user pain points
• The main focus will be to increase efficiency, and stay within the given TAT. You will learn how the Truecaller App works and also be involved in creating JIRAS for the issues that have been raised.
• A customer support agent with a technical background, responsible for assisting users via email/social media platforms, undertakes various key tasks. These include promptly addressing user inquiries and concerns, offering troubleshooting guidance, and employing problem-solving skills to resolve issues efficiently.
• Cultivate a deep understanding of the company's products or services to provide accurate assistance, create and update documentation to aid users and educate customers on product usage. The agent escalates complex issues as needed and ensures quality responses while gathering feedback for continuous improvement.
• Stays updated on product features and industry trends, monitor performance metrics (CSAT and FRT), collaborate with team members, and contribute to a positive overall customer experience.

What you bring in:

• 4–6 years of experience in customer support, preferably for mobile or technical products
• Excellent written and verbal English communication skills
• Hands-on experience with support platforms such as Zendesk, Freshdesk, or similar tools
• Proficiency in additional languages is a strong plus, especially Hindi
• A logical, strategic approach to problem-solving, with an eye for both the details and the bigger picture
• Excellent time management and the ability to multitask across multiple channels and priorities
• A collaborative mindset and comfort working cross-functionally with product and engineering teams
• Strong analytical skills, with the ability to turn data into clear, useful reporting
• Should proactively seek opportunities to add value by taking on additional projects while effectively prioritizing and managing multiple responsibilities.

It would be great if you also have:

• Prior startup experience
• Team player
• Initiative taking/proactive approach

What we offer:

We support growth through learning resources, leadership programs, mentoring, and real hands-on work. People can move between teams and projects to build new skills and keep things interesting. We offer clear internal mobility and a transparent path for progression, with leaders who stay involved and provide guidance throughout the year. In addition, you will benefit from:

• A comprehensive compensation package: Learning and development allowance, voluntary provident fund (VPF) and/or national pension scheme (NPS) tax saving option provided, creche allowance
• Modern tools to do your best work: Choose your preferred computer and phone within our budget, so you can work comfortably and efficiently.
• A people-focused office culture: We value in-person collaboration and follow an office-first model, with some flexibility. Our offices offer a vibrant environment with opportunities to learn, connect, and recharge, from breakfast, lunch and quiet spaces to team activities such as movie nights, tech meetups, and cultural events. There's something for everyone.
• Truecaller’s “Lab Days” offer a space for imagination: 5 days each quarter, where everyone steps away from their normal tasks to explore new, bold ideas and build things they’ve always wanted to. It’s a space where curiosity leads the way, and prototypes take shape. Some concepts even make it into production, and a few have grown into real features used by millions today. Lab Days allow you to be creative, learn fast, and help shape Truecaller's future.

Come as you are:
Truecaller is committed to building a diverse and inclusive team. We believe that a wide range of backgrounds, perspectives, and experiences strengthens our products and our culture. No matter where you're from, what language you speak, or how you identify, we value what makes you unique and would love to get to know you.

Sounds like a great opportunity?

We will fill the position as soon as we find the right candidate, so please send your application as soon as possible. As part of the recruitment process, we will conduct a background check.

We only accept applications in English.