3 Zendesk Jobs in Bangalore (Bengaluru) | Zendesk Job openings in Bangalore (Bengaluru)

Customer Support Manager

About AbleCredit

AbleCredit has built a foundational AI platform to help BFSI enterprises reduce OPEX by up to 70% by powering workflows for onboarding, claims, credit, and collections. Our GenAI model achieves over 95% accuracy in understanding Indian dialects and excels in financial analysis.

The company was founded in June 2023 by Utkarsh Apoorva (IIT Delhi, built Reshamandi, Guitarstreet, Edulabs); Harshad Saykhedkar (IIT Bombay, ex-AI Lead at Slack); and Ashwini Prabhu (IIML, co-founder of Mythiksha, ex-Product Head at Reshamandi, HandyTrain).

The Opportunity

We are looking for a Customer Support Manager to own day-to-day customer support operations and ensure our customers get fast, reliable resolutions. You will help build a scalable support function owning SLAs, triaging issues, and working closely with Implementation, Product, and Engineering to resolve and prevent customer issues.

What You Will Do?

● Own end-to-end customer support operations across chat, email, and ticketing channels.

● Track SLAs for first response and resolution times across ticket severities.

● Triage and prioritise incoming issues, resolving what you can directly and escalating complex or technical issues to Implementation, Product, or Engineering.

● Build and maintain a knowledge base, FAQs, and troubleshooting guides to reduce repeat tickets.

● Monitor support metrics; CSAT, ticket volume, resolution time, backlog and report trends to leadership.

● Identify recurring issues and root causes, and work with Product and Engineering to drive permanent fixes.

● Personally own escalated or high-severity customer issues, ensuring timely and clear communication until resolution.

● Collaborate with Implementation and Customer Success to ensure smooth handoffs and a consistent customer experience.

● Train and onboard new support team members on product knowledge, process, and tooling.

What You Need To Succeed?

• 3-5 years of experience in customer support, technical support, or support operations, ideally in SaaS or fintech.
• Familiarity with helpdesk or ticketing tools such as Zendesk, Freshdesk, Intercom, or similar.
• Basic understanding of APIs, JSON, integrations, and SaaS product configuration, to triage technical issues effectively.
• Experience defining and tracking SLAs and support metrics such as CSAT, resolution time, and ticket volume.
• Strong problem-solving skills and the ability to stay calm and structured under pressure on escalated or high severity issues.
• Clear, structured written and verbal communication.
• Exposure to BFSI, lending, or financial services customers is a plus.
• Comfortable working in a fast-paced startup environment with evolving processes.

Job Title : SDE 2 – Node.js (Zendesk)

Experience : 8 to 12 Years

Location : Bengaluru (Tesco Main Campus, Whitefield)

Work Mode : Hybrid (3 Days Work From Office)

Employment Type : Contract to Hire (1 Year+ Project)

Open Positions : 2

Notice Period : Immediate / Serving Notice / Max 20 Days Joiners Preferred

Role Overview :

We are looking for an experienced SDE 2 – Node.js professional with strong expertise in backend development, API integrations, and web technologies. The ideal candidate should be skilled in building scalable applications and working within Agile environments.

Mandatory Skills :

Node.js, JavaScript, HTML/CSS, jQuery, API & Middleware Integration, Full Stack Development, Agile (Scrum/Kanban)

Key Responsibilities :

• Design, develop, and maintain scalable applications using Node.js and JavaScript.
• Build and manage system integrations using APIs and middleware.
• Work on frontend technologies such as HTML, CSS, and jQuery.
• Collaborate with cross-functional teams in Scrum/Kanban environments.
• Deliver high-quality, maintainable, and efficient code.
• Quickly adapt to new technologies and business requirements.

Required Skills :

• 8+ years of software development experience.
• Strong expertise in Node.js and JavaScript.
• Experience with HTML, CSS, and jQuery.
• Hands-on experience with API integration and middleware solutions.
• Exposure to Agile methodologies (Scrum/Kanban).
• Strong problem-solving and communication skills.

Good to Have :

• Experience with Zendesk or similar tools such as Freshdesk, ServiceNow, Salesforce Service Cloud, or HubSpot

Interview Process :

• L1 : Technical Assessment (via Barraiser/Intervue)
• L2 & Further Rounds : Client technical discussions (2+ rounds expected)

Responsibilities

• Manage incoming calls, chat and emails from customers in a prompt and swift manner

• Identify & assess customer’s needs, clarify information and provide solutions and alternatives wherever applicable

• Manage and resolve customer complaints, escalate to concerned authority when necessary

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate & complete information to improve customer satisfaction leading to noticeable results

• Maintain records of every interaction and forward to concerned team member whenever necessary

Who can apply:

• Graduate from any stream
• 2+ years experience in a customer support role

• Strong Track record of performance 

• Strong listening , written and verbal communication skills

• Customer focus and adaptability to different personality types

• Ability to multitask, set priorities and manage time effectively

• Must be fluent in English, proficiency in other languages is an advantage.

• Familiarity with working Freshdesk/Zendesk/Zoho Desk is desirable