Customer Support Executive job description template (India, 2026)
A Customer Support Executive job description written for Indian companies: responsibilities, requirements, CTC and notice-period framing, five screening questions, and the full text to copy or post on ofper.
Last updated 3 September 2026. Competitor pricing and plan limits are re-verified against each vendor’s own pages.
What does a Customer Support Executive do?
For a D2C brand, a SaaS product, a marketplace seller, an edtech or a service business in India, support is where customers actually meet the company. The executive works a queue in a helpdesk or a shared inbox, handles WhatsApp as a primary channel, follows resolution procedures for the common cases — where is my order, refund, login, damaged item, billing — and escalates the rest with a clear handover. The day is measured: first-response time, resolution time, CSAT, tickets closed.
The job description has to be honest about channels, shift and volume, and about the language mix: most Indian support teams handle English and Hindi at minimum, and a regional language is often the difference between a resolved ticket and an escalation. Candidates who have done the job want to know which helpdesk, which channels and which hours.
Customer Support Executive responsibilities
Written as work the person does, not qualities they have. A responsibility a candidate can picture is one they can decide about.
- Handle incoming customer queries on [phone / WhatsApp / chat / email] within the first-response standard, and resolve them within the resolution SLA for each ticket type.
- Follow the resolution procedures for common cases — order status, returns and refunds, payment issues, account access, product how-to — and use the knowledge base before escalating.
- Escalate technical, billing or policy exceptions to the right team with a complete, written handover, and follow up until the customer is answered.
- Log every interaction in the helpdesk with the correct category, resolution and notes, so the ticket history is complete.
- Meet daily targets for tickets handled, response time and CSAT, and maintain quality-audit scores on tone and accuracy.
- Identify repeat issues and report them to the team lead with examples, so product and operations can fix the cause.
- Keep macros, templates and the knowledge base current with corrections from real tickets.
- Hand over open cases cleanly at the end of the shift.
Customer Support Executive requirements and qualifications
Keep the required list to what you would actually reject a candidate for. Everything else goes under nice to have — a long required list mostly filters out the people you wanted.
- 12th pass minimum; graduate preferred. 6 months to 3 years in customer support, or a strong fresher with excellent communication.
- Clear, courteous written and spoken English and Hindi; [regional language] for the regional customer base.
- Comfortable working a helpdesk or shared inbox — Freshdesk, Zoho Desk, Zendesk or similar — and typing accurately while on a call or chat.
- Patient and composed with frustrated customers; able to de-escalate without over-promising.
- Reliable for the assigned shift, including rotational or weekend shifts where stated.
- Able to follow a procedure exactly and to notice when a case does not fit it.
Nice to have
- Experience with our product category — e-commerce, SaaS, edtech, fintech — and its common ticket types.
- Experience with WhatsApp Business tools or a chatbot handoff.
- A third language relevant to the customer base.
Salary, CTC and terms for a Customer Support Executive in India
State a CTC range. Postings without one get fewer and worse-matched applications, and the range is the first thing an Indian candidate looks for. Say how the CTC is made up — fixed, variable, and any statutory components — so the in-hand figure is not a surprise at offer stage.
- State the fixed salary, any shift allowance, and whether there is a performance incentive tied to CSAT or resolution — and how it is calculated.
- State the shift pattern precisely: hours, rotational or fixed, weekend and holiday work, and any cab or night-shift facility. Shift mismatch is the top cause of first-month exits in support.
- State whether the role is in-office, hybrid or remote. Remote support roles need a stated requirement for internet, a quiet space and a laptop policy.
- PF and ESI generally apply at this salary level and are part of the CTC; say so. Notice period is typically 15 to 30 days.
Customer Support Executive job description template
Replace every [placeholder]. Cut anything that is not true of your company — a generic paragraph is worse than no paragraph.
Customer Support Executive — [Company name], [City] Employment type: Full-time | Location: [City] / [On-site, hybrid or remote] | CTC: [range] per annum | Experience: [years] About the role For a D2C brand, a SaaS product, a marketplace seller, an edtech or a service business in India, support is where customers actually meet the company. The executive works a queue in a helpdesk or a shared inbox, handles WhatsApp as a primary channel, follows resolution procedures for the common cases — where is my order, refund, login, damaged item, billing — and escalates the rest with a clear handover. The day is measured: first-response time, resolution time, CSAT, tickets closed. The job description has to be honest about channels, shift and volume, and about the language mix: most Indian support teams handle English and Hindi at minimum, and a regional language is often the difference between a resolved ticket and an escalation. Candidates who have done the job want to know which helpdesk, which channels and which hours. What you will do - Handle incoming customer queries on [phone / WhatsApp / chat / email] within the first-response standard, and resolve them within the resolution SLA for each ticket type. - Follow the resolution procedures for common cases — order status, returns and refunds, payment issues, account access, product how-to — and use the knowledge base before escalating. - Escalate technical, billing or policy exceptions to the right team with a complete, written handover, and follow up until the customer is answered. - Log every interaction in the helpdesk with the correct category, resolution and notes, so the ticket history is complete. - Meet daily targets for tickets handled, response time and CSAT, and maintain quality-audit scores on tone and accuracy. - Identify repeat issues and report them to the team lead with examples, so product and operations can fix the cause. - Keep macros, templates and the knowledge base current with corrections from real tickets. - Hand over open cases cleanly at the end of the shift. What we are looking for - 12th pass minimum; graduate preferred. 6 months to 3 years in customer support, or a strong fresher with excellent communication. - Clear, courteous written and spoken English and Hindi; [regional language] for the regional customer base. - Comfortable working a helpdesk or shared inbox — Freshdesk, Zoho Desk, Zendesk or similar — and typing accurately while on a call or chat. - Patient and composed with frustrated customers; able to de-escalate without over-promising. - Reliable for the assigned shift, including rotational or weekend shifts where stated. - Able to follow a procedure exactly and to notice when a case does not fit it. Nice to have - Experience with our product category — e-commerce, SaaS, edtech, fintech — and its common ticket types. - Experience with WhatsApp Business tools or a chatbot handoff. - A third language relevant to the customer base. Compensation and terms - State the fixed salary, any shift allowance, and whether there is a performance incentive tied to CSAT or resolution — and how it is calculated. - State the shift pattern precisely: hours, rotational or fixed, weekend and holiday work, and any cab or night-shift facility. Shift mismatch is the top cause of first-month exits in support. - State whether the role is in-office, hybrid or remote. Remote support roles need a stated requirement for internet, a quiet space and a laptop policy. - PF and ESI generally apply at this salary level and are part of the CTC; say so. Notice period is typically 15 to 30 days. How to apply Apply with your resume through this page. We reply to every application, and shortlisted candidates hear from us within [number] working days.
Opens a free ofper workspace with the title, description and screening questions filled in.
Screening questions for Customer Support Executive applicants
Five questions is the ceiling on ofper, and it is the right ceiling: a form that asks more than that costs applications. Use them for the things that decide a shortlist, not for anything the resume already says.
| Question | Type | Knockout | Why it earns a slot |
|---|---|---|---|
| Can you handle customer conversations fluently in [English, Hindi and required regional language], in writing and on the phone? | Yes / No (pass: Yes) | Yes | Language is the role's core requirement. |
| Are you able to work [rotational shifts including weekends / the stated shift] from [our office / home with a stable connection]? | Yes / No (pass: Yes) | Yes | Settles the shift and location reality before an interview. |
| How many months of customer support experience do you have? (Enter 0 if fresher) | Number (pass: 0+) | No | Sorts the shortlist without excluding freshers. |
| Have you worked in a helpdesk tool such as Freshdesk, Zoho Desk or Zendesk? | Yes / No (pass: Yes) | No | Shortens ramp; not a knockout because the tools are learnable. |
Questions, answered straight
What should a Customer Support Executive job description include?
The channels, the helpdesk tool, the languages, the shift pattern in full, the daily volume, whether the role is in-office or remote, the salary with any shift allowance or incentive, and the product category. Support candidates decide on shift, language and channel before anything else.
Should I hire freshers for customer support?
Yes, for chat and email channels especially — freshers with strong written communication do well with a good knowledge base and macros. Phone support for angry customers benefits from experience. State the mix in the posting and use the experience screening question to sort.
What is the difference between customer support and customer success?
Support is reactive — resolving tickets against an SLA. Customer success is proactive — onboarding, adoption and renewal for accounts, usually in SaaS. The titles are often mixed in Indian postings; describe the actual work and the metric.