Customer Support & Back-Office Executive (Night Shift)

We are looking for a highly responsible, detail-oriented, and proactive Customer Support & Back-Office Executive to join our team. This role involves handling customer queries, coordinating with cross-functional teams, managing lead tracking, and supporting key communication channels during the night shift. If you are organised, dependable, and experienced in customer support or back-office operations, we would love to meet you.

Key Responsibilities
Customer Support & Communication

• Manage Leads and respond promptly within defined SLAs.
• Handle Client Chat during the shift.
• Respond to urgent support emails, ensuring swift and accurate communication
• Handling leads verification (through outbound).
• Manage Inbound calls.

Coordination & Cross-Functional Support

• Monitor and respond to GChat CSR & Back Office concerns, ensuring service levels are maintained.
• Coordinate effectively with multiple departments to resolve issues.

Lead Management & Tracking

• Filter blocked contact forms via API and ensure correct processing.
• Manage Lead Tracking, including reviewing contact form repetitions daily.
• Assist in replying to lead magnet emails (Client's campaign).

Operational Tasks

• Support test calls and call quality checks during the shift.
• Handle no-show appointments for SDRs and Closers in coordination with relevant teams.

Requirements

• Minimum 1–2 years of experience in customer support, back-office, or similar roles.
• Strong communication skills (written & verbal).
• Ability to work in a fast-paced environment with strict attention to detail.
• Comfortable working night shifts.
• Proficiency in email handling, chat support, and coordination tools.
• Ability to meet tight deadlines and maintain SLAs.

Preferred Skills

• Experience with CRM or lead tracking systems.
• Familiarity with SEO client chats (added advantage).
• Prior coordination experience with US-based teams.

What We Offer

• Competitive salary package.
• Professional growth opportunities.
• Friendly and supportive work environment.
• Remote Work Model.

How to Apply
Interested candidates are encouraged to apply through Indeed with an updated CV. Only shortlisted applicants will be contacted.

Job Type: Full-time

Application Question(s):

• Can you please specify your current role within the current organization?
• You may not meet every requirement, and that’s okay. Tell us why you still believe you’d succeed in this role.
• Why do you want to work at TopSpot specifically?
• Your current and expected salary?
• Notice Period - in weeks?
• Are you comfortable working in the night shift?

Work Location: Remote