Senior Executive – Customer Support [US]

We are looking for a proactive and customer-focused executive to join our growing support team. The ideal candidate will be responsible for handling customer queries, managing support tickets, ensuring SLA adherence, and delivering exceptional customer experience for our US-based customers.

This role requires strong communication skills, an ownership mindset, product understanding, and the ability to coordinate effectively with internal teams to ensure timely issue resolution.

Key Responsibilities

• Handle and resolve customer support tickets through Zimyo’s ServiceDesk in a timely and professional manner
• Provide support to US-based customers via calls, emails, and ticketing platform
• Ensure adherence to defined SLAs and support timelines
• Maintain high Customer Satisfaction (CSAT) scores through effective issue resolution and communication
• Develop strong understanding of Zimyo’s HRMS products and modules
• Perform basic functional testing in demo and live environments to validate reported issues
• Coordinate with Product, QA, and Engineering teams for issue resolution and validation
• Escalate critical or complex issues with proper analysis and documentation
• Maintain clear records of customer interactions, issues, and resolutions
• Assist customers with product usage, troubleshooting, and best practices
  
  

Qualifications

• Bachelor’s degree in any discipline
• Prior experience in customer support/service desk roles is preferred
• Excellent verbal and written English communication skills
• Comfortable working in US shifts/night shifts
• Strong problem-solving and coordination skills
• Good understanding of customer support processes, SLA, and CSAT metrics
• Experience in SaaS/HRTech software support will be an added advantage
• Familiarity with ticketing/helpdesk tools is preferred
  
  

Working Days Schedule

• US Shift / Night Shift role
• 5-day working