Key Responsibilities: * Manage high-volume, concurrent live chats and email support queues within defined Service Level Agreements (SLAs) * Troubleshoot and resolve complex product, service, and technical complaints with high First Contact Resolution (FCR) * Maintain a professional, empathetic, and solution-oriented tone aligned with the brand voice across all written interactions * Accurately tag, document, and categorize customer tickets in the customer relationship management to ensure clear audit trails and clean reporting data * Monitor and actively engage with user-generated content, queries, reviews, and complaints across social platforms (X/Twitter, LinkedIn, Instagram, Facebook, YouTube), app stores (Google Play, Apple App Store), and public review portals (Google My Business) * Identify potential brand risks or viral negative sentiment; implement rapid de-escalation protocols and escalate to internal stakeholders (PR, Legal, Product) when necessary * Turn negative brand sentiment into positive customer advocacy through swift, transparent, and empathetic public problem resolution * Act as the tier-II escalation point for unresolved frontline queries, bug reports, and edge cases * Assist team leads in conducting spot-checks, peer ticket audits, and providing constructive feedback to junior associates * Document recurring process bottlenecks, customer pain points, and edge cases to share with Product, Tech, and Quality Assurance teams Ideal Candidate: * 4 years of experience in non-voice customer support (email and chat) * Proven track record handling enterprise or consumer-facing escalations in a fast-paced environment (E-commerce, Fintech, SaaS, or D2C) * Should be proficient in platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, or Intercom * Experience using tools such as Sprinklr, Hootsuite, Sprout Social, Brandwatch, Locobuzz, or Konnect Insights * Should have a typing speed of 45–50 WPM with 95% accuracy * Should be good with grammar, comprehension, tone modulation, and de-escalation writing skills * Ability to synthesize complex customer queries quickly and extract actionable insights from repetitive feedback trends