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Truecaller is seeking a Senior Customer Support Agent to join its customer support team in Bangalore. With over 450 million active users across 190+ countries and 15 billion calls identified daily, Truecaller is a leader in communication safety and spam prevention.
In this role, you will be a primary point of contact for users reaching out via email, social media (X/Twitter), and app store reviews. You'll combine strong troubleshooting skills with empathetic communication to resolve customer issues and turn frustrated users into satisfied advocates. This is a senior position for someone with years of customer support experience in mobile or technical products, ready to take on greater ownership beyond ticket resolution.
Key responsibilities include:
- Responding to customer inquiries across email, social media, and app store reviews with clear, accurate, and friendly resolutions
- Troubleshooting complex product issues and managing escalations to ensure timely resolution
- Collaborating with Product and Engineering teams to identify bugs and improve product usability
- Analyzing support trends across channels and creating actionable reporting summaries
- Maintaining consistent, on-brand voice across all public support interactions
- Managing high-volume email support tickets while engaging on social and app store channels
- Contributing to process improvements, documentation, and FAQs based on user pain points
- Creating JIRA tickets for reported issues and staying updated on product features
- Monitoring performance metrics (CSAT, FRT) and gathering feedback for continuous improvement
Required qualifications:
- 4–6 years of customer support experience, preferably for mobile or technical products
- Excellent written and verbal English communication skills
- Hands-on experience with support platforms (Zendesk, Freshdesk, or similar)
- Strong problem-solving skills with attention to detail and strategic thinking
- Excellent time management and ability to multitask across channels
- Collaborative mindset and comfort working cross-functionally
- Strong analytical skills to turn data into clear reporting
Desirable qualifications include proficiency in Hindi, prior startup experience, and a proactive, initiative-taking approach.
