Support Executive (Night shift)

As a Support Executive at Clearer.io, your primary responsibilities include responding to customer inquiries through live chat and calls, owning each inquiry from start to finish, and collaborating with product teams to offer solutions based on customer feedback. Your role revolves around providing exceptional service, ensuring customers feel supported and satisfied with their experience.

Candidates for the Support Executive role at Clearer.io should have at least 1+ years of customer support experience, particularly in a software product company. A strong problem-solving mindset, attention to detail, and effective communication skills are essential. Additionally, an IELTS score of 6 or higher is preferred to ensure effective interaction with our diverse client base.

If you join the Clearer.io team as a Support Executive, you’ll work night shifts from 10:00 PM to 6:00 AM (GMT+7), Monday to Friday, along with one Saturday per month. This allows you to cater to our global clients while enjoying the benefits of a flexible remote work culture.

At Clearer.io, Support Executives can expect a collaborative environment with ongoing training and resources. The company values wellness and professional growth, offering benefits like health insurance, continuous learning workshops, and a supportive team that encourages open communication, ensuring you are well-equipped to excel in your role.

Clearer.io ensures customer satisfaction by emphasizing a customer-first approach through Support Executives like you. By taking ownership of customer inquiries, providing timely solutions, and collaborating closely with product teams for feedback implementation, you will play a key role in creating a positive experience that leads to customer trust and loyalty.

When answering this question, highlight specific roles and responsibilities you've had in similar companies. Discuss how you've handled customer inquiries, the tools you used to manage support requests, and any metrics you achieved, such as response time or customer satisfaction scores.

It's important to stay calm and empathetic in difficult situations. Explain your approach to de-escalating conflicts, such as actively listening to the customer's concerns, validating their feelings, and offering solutions that meet their needs while maintaining Clearer.io's standards of service.

Demonstrate your organizational skills by discussing tools or methods you use to prioritize tasks, such as ticketing systems or prioritization techniques. Explain how you effectively manage time while ensuring each customer feels valued and adequately supported.

Share how you maintain your energy and focus during night shifts. Discuss personal strategies such as having a regular sleep schedule, ensuring a comfortable work environment, and the importance of enjoying your work and helping customers achieve success, which keeps you motivated.

Use the STAR method (Situation, Task, Action, Result) to structure your answer. Describe the context of the issue, what steps you took to resolve it, the solution you provided, and how the customer responded. This demonstrates your ability to effectively manage customer relationships.

Explain the importance of feedback in improving service quality. Discuss how you actively seek feedback from customers to enhance their experience, and how you communicate customer insights to product teams to foster improvements at Clearer.io.

Share your approach to learning about new products, such as participating in training sessions, reviewing knowledge bases, and collaborating with product teams. Emphasize your proactive nature in continually seeking to deepen your knowledge and effectively support customers.

Discuss your adaptability and willingness to embrace change. Explain how you stay informed about updates and enhancements in customer support tools and any methods you use to quickly adjust to new processes while still providing excellent service.

You might want to highlight skills such as problem-solving, communication, or empathy. Explain why you believe this skill is crucial for success in the role and how you have demonstrated it in your past experiences.

Articulate your enthusiasm for the company by mentioning its customer-first philosophy, innovative approach to eCommerce, or commitment to employee growth and wellness. This shows your alignment with Clearer.io’s values and missions, making you a strong candidate.