Technical Support Specialist

Job Title :Technical Support SpecialistDepartment :Customer ExperienceLocation :Bangalore [InOffice]

Who We AreSince 2017, ClickPost has been the post-purchase intelligence platform that turns logistics complexity into a competitive advantage for the world's leading retailers, including Walmart, Nykaa, Mars, Adidas, Bluestone, GIVA, Kapiva, and 450+ brands across India, Southeast Asia, the Middle East, and North America. Through a single API, our platform manages tracking, exceptions, and returns across 600+ pre-integrated carriers, with AI allocating every shipment to the optimal carrier and resolving delivery issues before orders fail.And we're not standing still. We're actively building the agentic layer for post-purchase, from AI voice agents like Parth to a growing suite of agents that resolve delivery exceptions, confirm orders, and recover lost sales. This is real, in-production AI, live with customers today.
We process 50M+ shipments every month, helping brands cut failed deliveries and "where-is-my-order" queries while converting more returns into exchanges.We're one of the rare companies operating at the intersection of cutting-edge AI, enormous scale, and a brand respected across the global SaaS and e-commerce world. Our core values of transparency, continuous learning, ownership, and speed, plus a team that includes several ex-startup founders, make this a place that's both fast-moving and rich with opportunities to learn. Our vision is to become the global standard for post-purchase intelligence, where logistics complexity never limits a brand's growth.
Role Summary:As a Customer Support Analyst, you will handle customer inquiries, resolve technical issues, and ensure a smooth experience for our clients. You’ll be the first point of contact for customers, providing timely and effective support, troubleshooting technical issues, and delivering a high level of customer satisfaction.In addition to general support responsibilities, this role requires basic technical knowledge, including understanding APIs, HTML, and common troubleshooting techniques related to SaaS platforms.
Within:
1 month you will be able to:

• Familiarize yourself with ClickPost’s product features, customer base, and common challenges faced in post-purchase logistics.

• Gain a strong understanding of ClickPost's support workflows, tools, and communication channels

• Start handling customer inquiries effectively, resolving common issues with minimal supervision, and contributing to a high standard of customer satisfaction.

3 months you will be able to

• Develop expertise in E-commerce, SaaS, and Logistics industry standards, along with the nuances of ClickPost’s platform.

• Proactively identify recurring issues and share insights with the product and engineering teams to improve user experience.

• Contribute to optimizing the customer support documentation and support playbooks, ensuring they align with best practices in customer experience.

6 months you will be able to

• Independently handle complex customer issues, including advanced troubleshooting and supporting API integration needs.

• Play a key role in quality initiatives, collaborating with cross-functional teams to enhance the support process and improve CSAT.

• Drive measurable improvements in response times and resolution rates, directly contributing to ClickPost’s reputation for excellence in customer support.

Why Join ClickPost’s Customer Experience Team?

• ClickPost’s CX team stands at the forefront of delivering exceptional support in the post-purchase logistics space. Known for our strong NPS and customer-centric approach, the team has cultivated a brand that is well-regarded in the SaaS and E-commerce domains.

• Working in our CX team means joining a group dedicated to continuous improvement, where your contributions directly enhance the customer experience and drive brand loyalty.

You are someone who we can count on to:

Own:

• Manage customer inquiries through various support channels (email, chat, phone) with professionalism and efficiency.

• Diagnose and troubleshoot customer issues related to the platform, including technical challenges involving APIs, integrations, and basic HTML errors.

• Assist customers in integrating Clickpost’s platform into their existing systems, providing expert guidance on API usage and troubleshooting.

• Document and log customer interactions and technical issues in the CRM, ensuring accurate records for future reference.

Learn:

• Develop a deep understanding of our platform's features and capabilities, staying updated on new product releases and updates.

• Gain hands-on experience in diagnosing technical issues and effectively communicating solutions to customers.

• Learn best practices for integrating and optimizing the use of our platform, enhancing your skills in customer support and technical troubleshooting.

Improve:

• Identify and analyze recurring customer issues, providing valuable insights to the product and engineering teams to drive improvements in the overall customer experience.

• Contribute to the creation of support documentation and best practice guidelines, helping to streamline processes and enhance team efficiency.

• Collaborate with cross-functional teams to escalate complex technical issues and ensure timely resolution, fostering a culture of continuous improvement.

What you will need to crack this role:

• 2+ years of experience in a customer support role, preferably in a B2B SaaS environment.

• Technical knowledge of APIs (e.g., ability to help customers with API integration, understanding request/response, and authentication methods).

• Basic understanding of HTML and web technologies to troubleshoot customer interface or integration issues.

• Familiarity with JSON and XML formats is a plus for troubleshooting API-related issues.

• Experience using customer support platforms like Zendesk, Freshdesk, or similar tools.

• Strong problem-solving skills and the ability to communicate complex technical issues to non-technical customers in a clear and concise manner.

• Excellent verbal and written communication skills.

• Ability to multitask and manage time effectively in a fast-paced environment.

Perks & Benefits:
We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

• Competitive salary package with performance-based bonuses

• Comprehensive health insurance coverage for you and your dependents.

• Continuous learning and professional development opportunities.

• Employee assistance program for mental health and well-being support.

• Supportive and inclusive work culture promoting diversity and collaboration.