Customer Success Executive

Pocket FM · Bengaluru

  • Experience1–2 yrs
  • SalaryNot disclosed
  • Work modeonsite
  • Posted28 Sept 2026
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About Pocket FM

Pocket FM is hiring in Bengaluru in media advertising. This role looks for around 1+ years of experience.

Skills

  • customer support
  • CRM systems
  • Google Sheets
  • SOPs

The role

A customer support executive at a digital entertainment company manages user queries across Freshworks, CRM systems, and Google Sheets, resolves escalations through SOPs, and shares customer trends with product teams. The role also applies customer support and process improvement to coordinate issue resolution across digital channels.

Full job description

At Pocket FM, millions of users come to binge stories every day. Our Customer Support team ensures that every listener gets a smooth, helpful, and reliable experience across touchpoints.We’re looking for customer-focused professionals who can communicate clearly, solve problems with ownership, and turn user feedback into meaningful insights.

What you’ll doManage user queries across email, chat, app reviews, social media, and other digital channelsRespond with empathy, clarity, and professionalismHandle complaints, escalations, and sensitive cases with ownershipResolve issues as per SOPs, quality standards, and timelinesTrack user issues, resolutions, and trends in CRM/support toolsIdentify recurring problems and share insights with product, content, tech, and operations teamsCoordinate cross-functionally to ensure faster issue resolution

What we’re looking forStrong written and verbal communication skillsCustomer-first mindset with good problem-solving abilityComfort with support tools, CRM systems, and Google SheetsAbility to work with data, reports, and customer trendsPrior experience in customer support, BPO, gaming, entertainment, or digital platforms is preferredFreshworks or similar tool experience is a plusBangalore-based candidates are preferred

Additional requirementsOpen to rotational shifts and rotational weekly offsNight shift flexibility may be requiredFor senior roles, experience in support operations, stakeholder management, and process improvement is preferred