Customer Support Executive

We’re looking for a proactive and detail-oriented female resource to manage customer queries and social interactions across WhatsApp, Instagram, and Facebook with the added responsibility of monitoring and optimizing our AI-powered community agent. This role is ideal for someone who is digitally savvy, understands how people interact online, and can improve response quality and lead generation.

Key Responsibilities:

Customer Support, Social Media Handling & AI Agent Optimization
• Respond to customer queries on WhatsApp, Instagram, and Facebook in a timely and friendly manner.
• Engage with incoming messages, comments, and story replies using brand-appropriate tone.
• Monitor the performance of our AI Agent across platforms — regularly review conversations, improve reply accuracy, and update content (FAQs, offers, fallback replies).
• Flag complex queries for manual handling and ensure smooth handover from AI to human.
• Optimize AI flows based on frequently asked questions, seasonal promotions, and campaign objectives.
• Maintain lead logs and ensure follow-ups are done on high-intent inquiries.

Lead Generation & Community Engagement
• Turn social/media inquiries into quality leads.
• Encourage deeper engagement via comments, stories, and DMs.
• Flag high-intent leads to the sales/reservation team when needed.
• Identify content gaps based on recurring queries and report to the marketing team.

Key Performance Indicators (KPIs):
• Leads generated via WhatsApp & social inboxes
• AI agent success rate (accuracy, fallback % reduction)
• Response time (target: under 5 minutes during working hours)
• Conversion rate from inquiry to booking/sign-up
• Community engagement (comments, replies, shares, DMs)

Who You Are:
• Passionate about customer support, community management, and digital communication.
• Excellent written communication in English
• Familiar with Meta Business Suite, Instagram DM tools, and WhatsApp Business
• Comfortable learning and working with AI chatbots (training will be provided)
• Bonus: Familiar with wellness, travel, or hospitality space

What You’ll Get:
• Market-competitive salary with performance bonuses
• Exposure to next-gen AI + human hybrid support systems
• Growth path toward digital marketing, CX automation, or content roles
• Flexible, friendly work culture