Customer Service Representative

Palcode.ai is hiring a Software Developer, Tester – QA Manual Tester

Role Description

We are seeking a QA Engineer for remote role with a 6 month - 12 month. The QA Engineer will be responsible for executing manual tests, drafting automation testing, creating precise test cases, and ensuring the quality of software deliverables. The role involves collaborating with the development team to identify, report, and resolve bugs while contributing to maintaining a high standard of software testing and quality assurance.

Qualifications

• Experience in Test Execution and identifying potential issues effectively.
• Proficiency in Quality Assurance processes with a keen eye for detail and accuracy.
• Skills in Manual Testing and creating comprehensive Test Cases.
• Knowledge of software development workflows and expertise in Software Testing.
• Strong analytical and problem-solving abilities.
• Ability to work independently in a remote team environment.
• Bachelor’s degree in Computer Science, Engineering, or a related field is preferred.
• Familiarity with AI-driven tools and construction software is a plus.

Job Description:

We are looking for a Senior Java Developer with strong expertise in Apache Kafka and backend systems. The ideal candidate will have hands-on experience in Java (8/11+), Spring Boot, and building scalable, real-time data pipelines using Kafka.

Key Responsibilities:

• Develop and maintain backend services using Java and Spring Boot
• Design and implement Kafka-based messaging and streaming solutions
• Optimize Kafka performance (topics, partitions, consumers)
• Collaborate with cross-functional teams to deliver scalable microservices
• Ensure code quality and maintain best practices in a distributed environment

Required Skills:

• 6+ years in Java development
• 3+ years of hands-on Kafka experience (producers, consumers, streams)
• Strong knowledge of Spring Boot, REST APIs, and microservices
• Familiarity with Kafka Connect, Schema Registry, and stream processing
• Experience with containerization (Docker), CI/CD, and cloud platforms (AWS/GCP/Azure)

Job Title: Customer Support Team Lead

📍 Location: Bangalore

💼 Employment Type: Full-time

🕒 Shift: [Day / Rotational]

👥 Team Size: 8–15 agents (approx.)

Job Summary

We are looking for an experienced Customer Support Team Lead to manage and mentor a team of customer support executives. The ideal candidate will ensure service quality, meet SLAs, drive team performance, and act as the first level of escalation while maintaining a customer-first mindset.

Key Roles & Responsibilities

A. Team Management & Performance

• Lead, coach, and manage a team of customer support executives
• Monitor daily performance metrics including AHT, CSAT, FCR, SLA adherence
• Conduct regular 1:1s, performance reviews, and feedback sessions
• Prepare rosters and manage attendance to ensure adequate coverage

B. Operations & Service Delivery

• Ensure smooth handling of inbound/outbound calls, emails, and chats
• Act as the first point of escalation for customer issues
• Ensure adherence to processes, SOPs, and quality standards
• Identify gaps and drive process improvements

C. Quality, Training & Compliance

• Conduct call audits and quality checks
• Identify training needs and coordinate with training/QA teams
• Support onboarding and nesting of new joiners
• Ensure compliance with company policies and regulatory requirements

D. Reporting & Stakeholder Coordination

• Prepare and share daily/weekly MIS and performance reports
• Coordinate with internal teams (Operations, Product, Tech, QA) for issue resolution
• Share insights, trends, and improvement opportunities with management

Qualifications & Skills

• Graduate in any discipline (Postgraduate preferred)
• 5–8 years of experience in customer support, with 2–3 years as Team Lead
• Strong understanding of contact center metrics and SLAs
• Excellent communication, people management, and problem-solving skills
• Proficiency in MS Excel and CRM tools
• Ability to work in a fast-paced, target-driven environment

Preferred Skills

• Experience in BPO / Customer Support / Healthcare support (if applicable)
• Exposure to multi-channel support (voice, email, chat)

About Company

They are group of companies based out of Pune, seeks to use innovative pedagogy and technology to bring the best global standards of skill development to the world’s under-privileged citizens.

Responsibilities

• Formulate business strategy with others in the executive team

• Design policies that align with overall strategy

• Implement efficient processes and standards

• Coordinate customer service operations and find ways to ensure customer retention

• Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks

• Ensure compliance and data accuracy

• Oversee the implementation of technology solutions throughout the organization

• Manage contracts and relations with customers, vendors, partners and other stakeholders

• Oversee expenses and budgeting to help the organization optimize costs and benefits

• Mentor and motivate teams to achieve productivity and engagement

• Report on operational performance and suggest improvements

Requirements and skills

• Proven experience as Head of Operations, Operations Director or similar leadership role

• Familiarity with all business functions including HR, finance, supply chain and IT

• Good IT knowledge

• Good with numbers and financial planning – budgets and business plans

• Outstanding communication and negotiation skills

• Excellent organizational and leadership ability

• Analytical mind

• Problem-solving aptitude

• Bachelor’s degree (or equivalent) or Masters in business administration or related field

Who are we?

Kriyadocs is a leading document workflow SaaS platform focused on the publishing industry. Technology is at the core of our evolution – we’ve consciously striven to always stay ahead of the curve in its adoption to provide best-in-class capabilities for our clients and our employees. This ethos is reflected in our vision and mission.

Our Vision: To make publishing all content as simple as clicking a button and become the partner of choice for individuals and organizations looking to share knowledge.

Our Mission: Provide a fantastic experience to authors, content publishers and our own employees through technology and innovation, by publishing high-quality content seamlessly and quickly. We deliver Happy Authors and Happy Employees.

What is it really like to work here?

At Kriyadocs, every Kriyator is driven by our culture at the core to

• Deliver Excellence - Deliver Delight
• Stay Curious - Stay Driven
• Dream Big - Rise Together

You could also be a Kriyator, if you are

• Fearless in taking on challenges
• Focused on learning, demonstrating new skills and working towards successful outcomes
• Fanatical in taking pride and responsibility in all your work

Why should you join us?

• Industry Leading Product - We are the leading platform in our space and have several large global brands as our customers.
• Create an impact - We give you the environment to transform your ideas into reality and create fantastic experiences for our customers.
• Budding & Agile team - We are a growing team with love for learning, constant quest for quality and are outspoken about ownership.

As a Technical & Style Editor at Kriyadocs, you will play a crucial role in refining and enhancing our written content to meet the highest editorial standards. You will work closely with our authors and writers to ensure accuracy, clarity, and adherence to our style guidelines. This is a fantastic opportunity to work in a creative and collaborative environment, contributing to the success of our publishing projects.

Key Responsibilities:

Review and edit manuscripts for grammar, punctuation, and syntax, ensuring adherence to our in-house style guide.

• Verify and correct technical content, ensuring it is accurate, consistent, and understandable for the target audience.
• Collaborate with authors and writers to maintain the integrity of their work while enhancing readability and coherence.
• Provide feedback and suggestions to improve content structure and flow.
• Proofread and format documents to meet publishing standards.
• Assist in the development and maintenance of editorial guidelines.

Qualifications:

• Bachelor's degree in English, Journalism, or a related field.
• 1-2 years of experience in technical and style editing, preferably in the publishing industry.
• Attention to detail and an eye for consistency.
• Familiarity with editorial and publishing software is a plus.
• Excellent communication skills and the ability to work collaboratively.

If you're a detail-oriented editor with a passion for refining technical content and ensuring style consistency, we'd love to hear from you. Apply now to be a part of our dynamic team at Kriyadocs.

Job Types: Full-time, Permanent

Pay: Up to ₹20,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Yearly bonus

Ability to commute/relocate:

• Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 1 year (Preferred)