Customer Support Associate

About Sri Mandir

Sri Mandir is one of India's leading devotional platforms, helping millions of devotees access spiritual services digitally. Along with Pujas, Chadhawa, and devotional content, Astrology Consultations have become one of our fastest-growing offerings, connecting users with trusted astrologers for personalized guidance.

As we scale this service, we are looking for Customer Support Associates who can ensure a seamless consultation experience for our users and astrologers.

About the Role

As a Customer Support Associate, you will be responsible for managing the end-to-end support experience for astrology consultations. You will act as the first point of contact for users and astrologers, resolving operational issues in real time and ensuring every consultation is completed smoothly.

This is a highly execution-focused role that requires strong communication skills, empathy, ownership, and the ability to handle multiple conversations simultaneously.

• Rotational shifts covering - 7:00 AM – 05:00 PM, 2:00 PM - 12:00 AM, 10:00 AM - 08:00 PM

• 6-day working week (Rotational week-off)

• Work from Office (Bengaluru)

Key Responsibilities

• Provide real-time support to users before, during, and after astrology consultations.

• Coordinate with users and astrologers for consultation scheduling and rescheduling.

• Resolve issues related to:

• Consultation booking and confirmations

• WhatsApp scheduling challenges

• Call or platform connectivity issues

• Delayed or missed consultations

• Last-minute cancellations or rescheduling requests

• Post-consultation queries and follow-ups

• Coordinate with internal teams (Operations, Product, Tech, Customer Support) to resolve escalations.

• Maintain high responsiveness during operating hours (8 AM – 10 PM through rotational shifts).

• Document recurring issues and contribute towards creating SOPs and improving support processes.

• Track and update support tickets accurately in CRM/helpdesk tools.

• Escalate critical issues proactively and ensure timely resolution.

• Deliver a delightful customer experience while maintaining empathy and professionalism.

What We're Looking For

• 1–3 years of experience in Customer Support, Customer Success, Operations, or Service Delivery.

• Excellent verbal and written communication skills in English and Hindi. Additional languages are a plus.

• Comfortable handling customers over WhatsApp, phone calls, and chat.

• Strong problem-solving skills with a customer-first mindset.

• Ability to remain calm and composed during high-volume support situations.

• Highly organised with strong attention to detail.

• Comfortable working in rotational shifts, including weekends.

• Proficient with Google Workspace and CRM/helpdesk platforms such as Freshdesk, Zendesk, Intercom, or similar tools.

Why Join Us?

You will be part of a rapidly growing business line that directly impacts customer experience and retention. This role offers the opportunity to build processes from the ground up, work closely with cross-functional teams, and play a key role in scaling one of Sri Mandir's fastest-growing offerings