Lokal App
Internet
CustomerSupportExecutiveL2
“Customer Support Executive - L2 at Lokal App. Skills: Customer Support, Process Improvement, Training. Provide domain expertise and support. Review, audit, and validate workflows”
What You'll Achieve.
driving accuracy, efficiency, and quality across all support processes; resolving complex queries; improving workflows; enhancing support delivery standards; ensure a seamless and impactful customer experience; maintaining high standards of quality in customer support delivery
Industry & Context.
analytical and research skills
What They're Looking For.
Must Have
Demonstrated expertise as a L2 in customer support, Bachelor's/Master's degree in a relevant field, Excellent communication and documentation skills, analytical and research skills
Nice to Have
Experience in creating SOPs, proficiency in using Office tools, Prior experience in managing teams, Exposure to startups or fast-paced environments, Prior experience working with cross-functional teams
What You'll Do.
Provide domain expertise and support
and validate workflows
Collaborate to map processes into SOPs
Ensure timely resolution of L2 tickets
Conduct internal training and onboarding sessions
Stay updated with industry trends
Identify gaps and suggest improvements
How You'll Work.
Team & Collaboration
Collaborate with support agents, quality analysts, training teams, and product stakeholders; Collaborate with functional teams; Collaborate with product managers, content writers, and quality teams
Communication Scope
Excellent communication skills
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