Website:
inboxkit.com
Job details:
InboxKit — Email Infrastructure & Deliverability Platform
Customer Support Associate
Location: Onsite (Gurgaon) / Hybrid | Working Days: 6 days a week
About InboxKit
InboxKit is an email infrastructure and deliverability platform that helps sales and marketing teams get their emails to the inbox, not the spam folder. Our tools cover domain and mailbox setup, warm-up, and ongoing blacklist and reputation monitoring, and integrate with the outbound platforms and CRMs our customers already use.
Role Overview
We're looking for a Customer Support Associate to join our Support team and be the first point of contact for InboxKit customers. You'll troubleshoot product and deliverability questions, work closely with Engineering on escalations, and help maintain the high response standards our B2B customers expect across email, calls, and Slack.
Key Responsibilities
- Respond to and resolve customer queries and issues across email, calls, and Slack in a timely, professional manner.
- Troubleshoot product and deliverability-related issues (domain setup, warm-up, blacklist alerts) and escalate complex cases to Engineering when needed.
- Maintain accurate records of customer interactions, issues, and resolutions in the support system.
- Work rotational shifts to provide coverage across UK, US, and graveyard hours, ensuring customers across time zones receive timely support.
- Collaborate with Product and Engineering teams to relay recurring customer feedback and pain points.
- Contribute to and help maintain the internal knowledge base and support documentation.
- Meet or exceed support KPIs including response time, resolution time, and customer satisfaction (CSAT).
Requirements
- 3 to 4 years of experience in customer support, preferably within a B2B SaaS environment.
- Prior experience supporting B2B SaaS products is strongly preferred.
- Hands-on experience using Slack for team and customer communication is strongly preferred.
- Demonstrated experience providing support across multiple channels email, phone/calls, and Slack.
- Strong written and verbal communication skills in English.
- Comfortable working independently and handling ambiguous or technical customer queries.
- Willingness to work in rotational shifts, including UK, US, and graveyard shifts .
Shift Requirements
This role requires rotational shift coverage across the following windows (IST):
- UK Shift: 1:00 PM – 10:00 PM IST
- US Shift: 6:00 PM – 3:00 AM IST
- Graveyard Shift: 9:30 PM – 6:30 AM IST
Shifts are assigned on a rotational basis and candidates must be comfortable working any of the above at different points in the rotation. This is a 6-day working week role, based onsite in Gurgaon / hybrid.
Nice to Have
Familiarity with email deliverability concepts (SPF, DKIM, DMARC) or outbound tools such as Instantly, Smartlead, HubSpot, or Salesforce.
Experience working with customers based in the UK and/or US.
How to Apply
Interested candidates can reach out to the InboxKit HR team at:
hiring@inboxkit.com
ashmeet@inboxkit.com
tanuja@inboxkit.com
Click on Apply to know more.
