Customer Support Executive

Customer Support Executive (Full-Time)

Because Every Great Story Needs a Happy Ending (Especially Support Tickets)

About Pocket FM: At Pocket FM, people don’t just listen to stories - they binge them. From “just one more episode” to “how is it morning already?”, we create addictive audio series and audiobooks that listeners across the globe can’t get enough of.

We’re building a whole new audio universe, loved by millions worldwide and backed by investors like Naver, Goodwater Capital, Lightspeed, and Tanglin Venture Partners. When our stories surprise listeners, our support team makes sure the experience still ends on a high note.

About The Role:

● Be the voice of PocketFM across all digital support channels - email, chat, app store reviews, and social media - responding with empathy, clarity, and zero copy-paste energy

● Read user messages like unfolding story arcs: emotional, confused, frustrated, or over-the-top dramatic - feel the emotion, absorb the chaos, and deliver calm, clear resolutions

● Handle public conversations and social media escalations gracefully, even when the comments section is on fire - protecting both the user experience and the brand voice

● Resolve issues efficiently while following defined SOPs, quality benchmarks, response timelines (SLAs) - because great stories still need structure

● Log every interaction, action, and outcome accurately in CRM and support tools, ensuring nothing falls through the cracks

● Spot recurring issues, patterns, emerging risks before they turn into season finales - and escalate complex or sensitive cases to the right teams

● Translate user feedback and support trends into actionable insights for product, content, tech, and growth teams

● Track issues, resolutions, and trends using tools, tech, human and artificial intelligence - to support data-driven decisions

● Research what listeners love, what frustrates them, and where the experience breaks - then help shape improvements that make listening smoother and more delightful

● Take full ownership of tasks end-to-end - because heroes don’t say “not my ticket”, they see it through to the final chapter

About You:

● You’re a born writer who sounds human in this AI-dominated world

● You have a strong balance of EQ and IQ - you break down problems with your brain and feel the emotion behind them with your heart, landing clean, thoughtful resolutions

● You’re organised enough to track details, patterns, and follow-ups using tools, tech, and yes… Google Sheets

● You can spot trends in user feedback and enjoy turning noise into useful insights for the wider team

● You’re based in Bangalore, can travel to the office once or twice when needed, and are comfortable with rotational shifts (night shifts included)

● You take ownership - if something’s yours, you see it through to the end

● You believe customer support is an attitude, not a department - it’s not just a job, and it’s definitely not everyone’s cup of tea

If this sounds like you, and you have experience in customer support, are comfortable with support tools like Freshworks, are a graduate, and are excited to write your own story at PocketFM - let’s chat!