Teams at FULL Creative

Handle customer queries primarily through web chat, educate customers on products and services, manage escalations and calls, meet team KPIs, personalize conversations, and support a positive customer experience. The role requires multitasking across multiple conversations, strong communication and typing skills, attention to detail, analytical ability, and flexibility for rotational night shifts in a hybrid office model.

Leads global customer support operations, managing Leads and 30+ team members across US, Canada, and UK regions. Owns SLAs, backlog, productivity, resolution quality, queue management, hiring, onboarding, capacity planning, and performance management. Analyzes support data, drives process improvements and automation, handles escalations, and partners with Product, Billing, and Development teams. Requires night-shift availability, Chennai location, and regular office attendance.

Troubleshoot and replicate SaaS product issues, resolve customer queries, document tickets, and collaborate with internal teams to improve the product. The role requires strong technical aptitude, customer service, attention to detail, interpersonal and problem-solving skills, KPI achievement, flexibility for 24/7 work, and readiness for video calls in a suitable remote workspace.