Customer Support, JustGiving
About the role
Customer Support Executive (B2C)
About the role
The B2C Customer Support team supports Fundraisers, Donors, and Crowdfunders using the JustGiving platform, delivering support across email, live chat, and online help channels. The team plays a critical role in ensuring customers receive timely, empathetic, and effective assistance.
As a Customer Support Executive, you’ll be responsible for handling customer queries end-to-end, providing accurate guidance, and delivering high-quality service at scale. Working as part of a growing Hyderabad-based team, you’ll partner closely with your Team Lead to maintain service levels, contribute to continuous improvement, and support operational excellence.
What you’ll be doing
Deliver high-quality customer support across email, chat, and online help, ensuring clear, accurate, and timely responses
Resolve customer queries end-to-end, including donations, fundraising pages, account access, and platform navigation
Own your ticket queue, ensuring queries are prioritised, managed efficiently, and resolved within SLAs
Escalate complex issues and customer complaints to the Team Lead with clear documentation and context
Build strong product knowledge across all B2C journeys to ensure consistent and accurate support
Meet key performance targets, including productivity, response times, CSAT, and resolution efficiency
Identify recurring issues and trends, sharing insights with your Team Lead to improve processes and reduce contact drivers
Leverage support tools, AI, and automation to improve efficiency, quality, and consistency in interactions
Follow established processes and compliance standards, ensuring accuracy and attention to detail in all interactions
Collaborate with teammates to share knowledge and maintain a positive, high-performing team culture
About you
1–3 years’ experience in customer support or a customer-facing role, ideally in a B2C or digital platform environment
Strong customer-first mindset, with a passion for delivering excellent service
Excellent written and verbal English communication skills, with the ability to explain clearly and empathetically
Highly organised and detail-oriented, able to manage multiple queries in a fast-paced environment
Comfortable working against targets and SLAs, with a focus on quality and efficiency
Confident problem solver, able to assess issues and identify effective solutions
Comfortable using technology, including support platforms, AI tools, and internal systems
Adaptable and resilient, able to handle high volumes and challenging interactions professionally
Team-oriented, with a collaborative and positive approach
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