Team Karimganj
Website:
teamkarimganj.com
Job details:
Job Type: Permanent, Full Time
Location: Remote (anywhere in India)
Work Setup: BYOD (Bring Your Own Device)
Shifts: Rotational, including overnight and weekend shifts
About TeamK
TeamK is a 150 person technology services company delivering AI, trust and safety, content moderation, data analysis, and customer operations solutions to leading technology companies. We are hiring multiple Customer Operations Agents to join a dedicated support and fulfillment team serving one of our clients.
About the Role
You will be the frontline of a 24/7 customer support and fulfillment operation for an international technology platform. You will resolve customer questions, process service applications accurately and on time, follow established processes, and escalate cleanly when a case needs a lead. You will own the customer experience at the first point of contact.
Core Responsibilities
- Ticket handling: Resolve customer questions and fulfillment requests in a ticketing system (Zendesk) within SLA, crafting clear, tailored responses using current macros and SOPs
- Application fulfillment: Process customer applications accurately through designated online portals and internal automation tools, following documented steps exactly
- Quality and tone: Communicate in a warm, plain spoken, on brand voice, and meet QA rubric and CSAT standards on every interaction
- Meeting KPIs: Consistently hit team performance targets, including first response time, resolution time within SLA, CSAT/DSAT, and QA scores
- Escalation: Recognize complex, time sensitive, or blocked cases and escalate to the team lead with clear, complete context
- Following process: Work against current SOPs, macros, and FAQs, and flag stale or missing content so it can be fixed
- Coverage and attendance: Be online and available for assigned shifts and help close coverage gaps when needed
- Continuous improvement: Apply QA and coaching feedback, and take part in training and onboarding
What Good Looks Like
Fast first response times, tickets resolved within SLA, high CSAT and low DSAT, accurate fulfillment with minimal rework, and clean escalations that give the lead everything they need.
Requirements
- Strong written and spoken English. You will start with tickets and written work, so written clarity is essential. Spoken fluency matters for coordinating with the team and for possible live chat and phone support in the future
- Availability for shift work on an ongoing basis, including overnight and weekend shifts. The operation runs 24/7. Current coverage includes an overnight shift (9:30 PM to 5:30 AM IST) and an early morning shift (5:30 AM to 1:30 PM IST), subject to change
- Own laptop (this is a BYOD position)
- Reliable fiber internet connection and power backup at home, sufficient to work uninterrupted through an entire shift
Nice to Have
- Advanced critical thinking
- Technical problem solving
- Customer de-escalation skills
- Technical and general investigative skills
- Prior customer support or ticketing experience (for example, Zendesk)
Tools You Will Use
Zendesk, Notion knowledge base, online fulfillment portals, Google Sheets, Stripe, and AI tools, among others.
Click on Apply to know more.