Customer Support Executive job description template
Customer support executives are the voice of the company for customers who need help. A strong job description sets expectations about channels, shifts and volume, and shows candidates that the company values patience and problem-solving as much as speed.
Template
Customer Support Executive Department: Customer Support Location: [City / Remote / Hybrid] Employment type: [Full time / Part time / Contract] About [Company name] [Two or three sentences about what your company does and why people enjoy working there.] About the role Resolve customer questions quickly and kindly across phone, chat and email. What you’ll do • Respond to customer queries by phone, chat, email and social channels • Diagnose problems, follow troubleshooting steps and resolve issues on first contact where possible • Escalate complex cases to the right team with complete, clear notes • Log every interaction accurately in the ticketing system • Follow up with customers until their issue is fully resolved • Meet service targets for response time, resolution time and customer satisfaction • Identify recurring issues and suggest improvements to products and help articles • Handle frustrated customers calmly and professionally What we’re looking for • 0–2 years of experience in customer support, a call centre or a customer-facing role • Clear communication in English and at least one regional language • Comfortable typing quickly and accurately • Able to work in rotational shifts if required • Patience, empathy and a problem-solving mindset • 12th pass or graduate Nice to have • Experience with a ticketing tool such as Freshdesk, Zendesk or Zoho Desk • Knowledge of our product category • Additional regional languages What we offer [Compensation range, benefits, learning budget, flexible working and anything else that makes the role attractive.] How to apply [Apply link or instructions.]
How to use this template
- Be upfront about shift timings, weekend work and night shifts.
- Say which channels the role covers — voice-only roles attract different candidates from chat and email roles.
- Mention training: many great support hires come from other industries.
- If the role is work-from-home, list the equipment and internet speed required.
Interview questions for a customer support executive
- Tell me about a time you turned an angry customer into a happy one.
- How would you explain a technical problem to someone who isn’t technical?
- What do you do when you don’t know the answer to a customer’s question?
- How do you stay calm during a very busy shift?
Where to post your customer support executive job
Post the finished description on your careers page, Google for Jobs, Naukri, LinkedIn and Indeed, and share it on WhatsApp with a tracked link. With OneATS you can publish to all of them in one click and see which channel brings the best candidates.