Customer Support Executive

1. Content Creation

Write, edit, and proofread high-quality articles, blog posts, social media

content, newsletters, video scripts, and website copy.

Ensure all content aligns with the brand’s tone, values, and communication goals.

Develop compelling narratives around sustainability, climate action, ethical living, and animal welfare.

2. Research

Conduct in-depth research on sustainability trends, environmental issues, climate policies, and cruelty-free practices.

Use credible sources to generate original content ideas and support

data-driven storytelling.

3. ORM Management

Handle Online Reputation Management (ORM) for platforms like LinkedIn and others.

Monitor mentions, respond to comments/messages, and maintain a strong, positive digital presence.

4. SEO Optimization

Implement basic SEO strategies to improve search engine visibility and

organic reach.

Optimize content using keywords, metadata, and SEO best practices.

5. Collaboration & Campaign Development

Work closely with the marketing and creative teams to brainstorm content

ideas and develop campaigns that resonate with our audience.

Contribute to strategy discussions and adapt content to campaign objectives.

6. Social Media Support

Assist in managing social media platforms by ideating and creating engaging content.

Support community engagement through comments, interactions, and

periodic updates.

7. Feedback Incorporation

Accept and incorporate constructive feedback to improve writing style and meet project requirements.

Maintain consistency, accuracy, and high standards across all content

formats.

8. AI-Savvy Content Development

Use AI tools for research assistance, content structuring, idea generation, and

productivity enhancement.

Stay updated with AI trends in content creation and leverage them to optimize workflow and creativity.

Main Responsibilities:

• Logging all relevant incident/service request details, allocating categorization and prioritization codes.

• Providing first-line investigation and diagnosis using approved tools, systems and procedures.

• Resolving/fulfilling incidents/service requests that are in scope.

• Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.

• Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.

• Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.

• Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).

• Keeping customers informed of progress.

• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.

• Closing all resolved/fulfilled incidents/requests and other queries. • Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.

• Ensure the Configuration Management System (CMS) is maintained/updated.

• Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.

• Ensure communication at all times is clear, concise, meaningful, professional and efficient.

• Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation Management) and supporting functions can improve.

• Identify need for Problem Management for reoccurring Incidents/Events.

• Understanding of and familiarity with Customers’ services and solutions.

• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).

• Actively participate as required in meetings (customer, 3rd party, internal).

• Conducting customer satisfaction call backs/surveys as agreed. • Coach/guide Junior staff and new starters.

• Act as delegate for Senior staff.

• Act as technical escalation gate for Junior staff. • Higher First Line Fix/Right First Time than Junior staff. 

Experience

• 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).

• 12+ x months in a process driven organization (must).

• Experience working in a multi-cultural/international environment (desirable).

• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

Our client is a pet-care focused digital aggregator across various categories such as food, accessories, toys and grooming essentials. Their focus segment is the rapidly increasing community of pet parents. They offer expert-led online pet care consultation, training and healthcare services and products for dogs and cats, covering the lifecycle of a pet acting as a one stop shop. It is headquartered in Bangalore and was co-founded by startup veterans of whom 2 are IIM-Lucknow alumni and one is a Chartered Accountant. Our venture capital-backed client is funded by tier 1 investors and has raised approx. $3.5 mn in funding.

As a Growth Marketing Manager, you will be responsible for the strategy and execution of acquisition campaigns, across all the digital platforms like Facebook, Google, Affiliates and Partnerships, etc.

Desired Candidate Profile

Job Description

Project Manager| Bangalore

Being a Project Manager is like being an artist, you have many different colored processes combining into a brilliant work of art. Tell us, can you help us build a masterpiece?

Look no further, this role is perfect for you!

A Project Manager is someone who has innate vision and caliber to give proper directions , to empower and motivate people to attain success, and to unite others towards a common purpose. Project managers are responsible for planning and overseeing projects to ensure they are completed in a timely fashion and within budget while making sure the work gets done efficiently and satisfactorily. For the role, we are looking for candidates who can plan and designate project resources, prepare budgets, monitor progress, and keep stakeholders informed the entire way.

• Natural creativity:

The best project managers are creative visionaries, people who are capable of stepping back, seeing the big picture, and coming up with new ways of approaching challenges, and making positive changes to how the company is managed and marketed.

• Not a CAVEr: 

You are a person that people like to be around. You are not a CAVE (Constantly Against Virtually Everything) personality.

• Say no to HiPPO: 

At Searce, we want people who value everyone’s opinions & perspectives. We don’t want them to get overpowered by HiPPO (Highest Paid Person’s Opinion)

1. Establish and implement training processes and strategies for all technical personnel. 
2. Analyze, plan and develop requirements and standards in reference to scheduled projects. 
3. Assign and oversee the daily tasks of technical personnel while ensuring all subordinates are actively working toward established milestones. 
4. Hold regular technical team meetings to determine progress and address any questions or challenges regarding projects. 
5. Determine and define clear deliverables, roles, and responsibilities for team members required for specific projects or initiatives. 
6. Research and evaluate hardware and software technology options and weigh the cost/benefit analysis when making large purchases on behalf of the company. 
7. Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving. 
8. Update and maintain all production technologies ensuring proper maintenance and installation. 
9. Needs to forecast the numbers of deliverables possible in an iteration, which is based on evidence and reliable source. 
10. Should be a good coach in Agile practices. Should be able to coach individuals and interactions over processes and tools

Is Education overrated? Yes. We believe so. But there is no way to locate you otherwise. So we might look for at least a Bachelor’s degree in Engineering (Computer Science).

1.  Or else, you should be programming from 12. For us, the latter is better as it shows you have a programming mindset. We will find you faster if you specify the latter in some manner. :) 
2. 8-10 years of relevant experience, preferably in a similar industry. 
3. Professional Project Management Certification from accredited institutions is preferred.
4. Experience working in a high-level collaborative environment and promoting a teamwork mentality and managerial experience applying analytical thinking and problem-solving skills. 
5. Excellent time management and organizational skills and experience establishing guidelines in these areas for others. 
6. Strong sense of personal accountability regarding decision-making and supervising department teams.

Are you the one? Quick Fit test:

1. Love for the cloud: When was the last time your dinner entailed an act on “How would ‘Jerry Seinfeld’ pitch Cloud platform & products to this prospect” and your friends ended up doing the comical  ‘Sheldon’ version of the same thing 
2. Passion for sales: When was the last time you went to a remote gas station while on vacation and ended up helping the gas station owner saasify his 7 gas stations across other geographies? 

1. Compassion for customers: Your listening skills are impeccable, but so are your speaking skills. And when you speak, you take command of the entire room! 

1. Humor for life: When was the last time you told a concerned CEO, ‘If Elon Musk can attempt to take humanity to Mars, why can’t we take your business to run on the cloud?’

Searce means ‘a fine sieve’ & indicates ‘to refine, to analyze, to improve’. It signifies our way of working: To improve to the finest degree of excellence, ‘solving for better’ every time. Searcians are passionate improvers & solvers who love to question the status quo.

The primary purpose of all of us, at Searce, is driving intelligent, impactful & futuristic business outcomes using new-age technology. This purpose is driven passionately by HAPPIER people who aim to become better, every day.

Searce is a modern tech consulting firm that empowers clients to futurify their businesses, leveraging Cloud, AI & Analytics.

1. We are a category-defining niche’ cloud-native technology consulting company, specializing in modernizing (improve, automate & transform) the full-scope of infra, app, process & work
2. We partner with clients in their ‘beyond x’ journey to drive intelligent, impactful & futuristic business outcomes
3. We are the most preferred tech partner of choice when it comes to ‘solving for better for the new-age tech startups & digital enterprises, leading disruption in their industries
4. Our Service Offerings: We offer Advanced Cloud, Data & App Modernization, Cloud Consulting, Management & Improvement (DevOps, SysOps & Cloud Managed Services), Applied AI & Analytics services 
5. As one of the top 5 niche’ full-scope global partners for Google Cloud & a preferred partner for AWS, we are the most preferred ‘engineering-led tech company of choice when it comes to solving complex business problems

We are passionate improvers, solvers & futurists. Driven by our engineering excellence mindset, we care most about delivering intelligent, impactful & futuristic business outcomes. Searcians are motivated by continuous improvement & solving for better in everything we do.

At the core, a Searcian is self-driven to become better, every day. In the passionate pursuit of the finest degree of excellence, we drive exceptional outcomes in everything we do.

We believe that trust is the most important value. We also believe that we need to ‘earn the trust’, every time one engages with us. And earning trust for us is far more important than anything else. We aim to be the *most trusted* tech consulting partner for our clients.

We are HAPPIER at heart. Humble, Adaptable, Positive, Passionate, Innovative, Excellence focused, & Responsible. We live the https://docs.google.com/presentation/d/1kUnamaKXu-Qf8FpvKOHWVayEb6ehbxzUW6cJ3F3fB9U/">HAPPIER Culture Code.

Being HAPPIER.

1. Customers. Partners. Our aim is to build relationships with customers for life. And meaningfully improve the life of every customer.
2. We do what we say. We say what we do. We are uncomfortably honest and transparent. Being genuine wins trust & makes people happier.
3. Mistakes are encouraged. We make mistakes. Tons of those. Everyday. And we don’t mind apologizing to our juniors, peers, or superiors. We are no ego-doers.
4. Underpromise. Overdeliver. We work with a deep desire to go above and beyond in everything we do. Every time.

1. Identifying and establishing contact with potential customers proactively and following up sales leads to generate sale.
2. Responding to sales and service enquiries from new and existing customers.
3. Negotiating the as per agreement terms and closing sales. Meet the Prospects and convert into business
4. Achieving sales targets on weekly and monthly basis

1. Ready to take initiative
2. Highly innovative, proactive and should operate efficiently under minimal supervision Well-presented, polite and tactful
3. Can handle customer feedback and have patience while pitching for sale conversion

1. Any graduate / Post graduate with MBA in Marketing as specialization
2. Graduation Must.
3. Candidates with 0 - 1 years of experience in Direct Sales, Ad sales, Online Sales or related work experience would be an added advantage.