• Provide technical support for enterprise customers sending SMS and WhatsApp traffic into US carrier networks • Troubleshoot complex delivery failures related to carrier filtering, 10DLC compliance, short code configurations, toll-free messaging and any other type of escalation on a global scale • Analyse message logs, carrier feedback loops, and routing performance data to investigate and resolve delivery issues • Investigate issues using SMPP logs, delivery receipts (DLRs), carrier error codes, APIs, and routing diagnostics • Manage carrier and aggregator escalations related to blocking, filtering, and deliverability • Monitor messaging performance and proactively identify operational issues • Support 10DLC registration, toll-free verification, short codes, and campaign approvals • Provide guidance on TCPA, CTIA, and carrier compliance requirements • Maintain operational documentation, troubleshooting records, and knowledge base articles • Collaborate closely with Engineering, Routing, Compliance, and Customer Success teams • Participate in on-call rotations for urgent customer escalations

• Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures; • Document and offer feedback according to the given standards of QA team; • Collaborate with the support team to establish best practices and set measurable performance goals; • Create, compile, and present regular reports on key customer support quality metrics; • Develop detailed reports on agent performance, customer feedback, and overall quality trends; • Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan; • Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center; • Identify and participate in the design and improvements of the monitoring process; • Collaborate with other Customer Support professionals to improve overall customer service.

Role Description We are looking for passionate, energetic, and career-driven freshers to join our Customer Support team and begin their journey in a fast-growing, customer-first work environment. As a Customer Support Specialist, you will work directly with employers hiring on Apna and support them across calls, emails, and chats. This role is perfect for candidates who enjoy: - Problem-solving - Communication - Relationship-building - Creating great customer experiences The ideal candidate should have: - Good communication skills in English and Hindi - A customer-first mindset - A positive attitude - A strong willingness to learn CRM tools, support processes, digital platforms, and professional customer success practices Support Process Type: Blended – Call Heavy/Open to chat and email Type of Employer Queries: Churn Management, Reactivation of customer, Job posting queries. Key Responsibilities - Build strong customer support skills while working directly with employers and helping them resolve their queries. - Interact with employers through multiple channels such as calls, emails, and chats. - Provide prompt, polite, and accurate support. - Handle customer concerns with professionalism, patience, and empathy. - Create a positive customer experience. - Get hands-on exposure to digital tools such as CRM, ticketing systems, chat software, and other platforms. - Coordinate with internal teams such as Product, Sales, Marketing, and IT to escalate and resolve employer issues efficiently. - Understand customer problems, follow process guidelines, and provide effective solutions with confidence. - Willingness to work in rostered shifts (Day Shift) and open to be on camera during working hours. This is a great opportunity for freshers to start their career in customer support, work with a highly professional team, improve business communication, and develop strong problem-solving skills in a professional environment. Qualifications - Graduate with good communication skills in English and Hindi. - Confidence to interact with customers politely and professionally. - Minimum typing speed of 30 WPM. - Basic knowledge of tools like Zoom, Google Meet, and online platforms. - Laptop, stable Wi-Fi connection of at least 30 Mbps, and a dedicated work-from-home setup. - Comfortable solving customer queries, learning new processes, and working in a front-line support environment. - Flexible to work in rotational shifts, weekends, and extended hours when required. - Candidates who can join within 7 days will have an added advantage. Preferred Qualifications - Any internship or basic exposure to customer service, chat support, voice process, recruitment, CRM, or ticketing tools will be an added advantage. - Ability to understand customer concerns clearly and suggest suitable solutions with confidence. - Good written communication skills for managing chat and email support professionally. - Willingness to learn tools like Freshchat, CRM, ticketing systems, and internal platforms. - Positive team player with a strong learning mindset, ownership attitude, and eagerness to grow in a professional customer support environment.

Role Description Wir suchen eine:n motivierte:n Pflichtpraktikant:in (m/w/d) für den Customer Service, um unser Team zu verstärken. Hier arbeitest du in einem schlanken Team mit großem Zusammenhalt, in dem deine Arbeit direkt sichtbar wird. Was uns wichtig ist: Du kommunizierst nicht nur gerne, sondern denkst mit – du treibst das Kundenerlebnis aktiv voran, übernimmst Verantwortung und wächst mit uns. Customer Happiness: - Du bist die erste Anlaufstelle für unsere Kund:innen im DACH- und UK-Raum. - Beantwortest Anfragen via E-Mail und Social Media kompetent und herzlich. - Bearbeitest Retouren und Zahlungsfälle. - Übernimmst die Beantwortung von Kundenfeedback auf Bewertungsplattformen. Prozessoptimierung: - Du erhältst tiefen Einblick in die Customer Service Operations eines international wachsenden Startups. - Hilfst uns dabei, Support-Prozesse effizienter zu gestalten. Skalierung: - Du unterstützt uns aktiv dabei, ein innovatives EdTech-Produkt für Kinder international erfolgreich zu machen. Schnittstellenarbeit: - Du arbeitest eng mit dem restlichen Team zusammen. - Filterst Kundenfeedback und gibst wichtige Impulse direkt an die Produktentwicklung weiter. Qualifications - Du bist eingeschriebene:r Student:in und möchtest dein Pflichtpraktikum für einen Zeitraum von mindestens 20 Wochen absolvieren (idealerweise von August bis Dezember oder September bis Januar). - Du brennst dafür, erste Praxiserfahrung in einem schnell wachsenden Startup zu sammeln. - Du besitzt exzellente zwischenmenschliche Fähigkeiten und kommunizierst stilsicher auf Deutsch und Englisch. - Du bist ein organisierter, effizienter Teamplayer mit hoher Sorgfalt und einer strukturierten Arbeitsweise. - Eine proaktive Hands-on-Mentalität zeichnet dich aus – du arbeitest gerne agil und schätzt kurze Entscheidungswege. Benefits - Flexibilität: Du kannst komplett Remote aus dem Home-Office arbeiten oder uns in unserem Büro in München besuchen. - Steile Lernkurve: Einblicke aus erster Hand in ein ambitioniertes, wachsendes EdTech-Unternehmen. - Teamspirit: Ein motiviertes, humorvolles und dynamisches Team, das gemeinsam die Zukunft des Lernens gestaltet. - Vergütung: Für dein Pflichtpraktikum zahlen wir dir ein monatliches Gehalt von 800€ brutto. Darüber hinaus laden wir dich selbstverständlich zu unseren Teamevents nach München ein - Hotel und Transfer zahlen wir. - Bring a friend: Da wir für die Stelle zwei Praktikant:innen suchen, ist das vielleicht deine Möglichkeit, gemeinsam mit einer Kommilitonin / einem Kommilitonen dein Pflichtpraktikum zu absolvieren.