Product Support Specialist - JD

Full-Time | 5 Days In-Office | Indiranagar, Bangalore.

About the Job

Build and scale customer experience systems for some of the fastest growing consumer apps in the world.

We're looking for a Product Support and Operations Specialist to join our growing app studio. In this role, you'll handle customer conversations across chat, email, and social channels, while also improving the systems and processes that power our support function using AI.

You'll manage support tickets, streamline operations, track performance, and work closely with internal teams to solve issues at the root. The goal isn't just to respond to customers — it's to make the overall experience smoother and more reliable over time.

If you enjoy solving problems, thinking about how things can work better, and creating great customer experiences in a fast-moving environment, this role is for you.

About Triplespeed

Triplespeed is the fastest-growing bootstrapped company in India. We incubate viral consumer apps in the USA market and scale them till they become independent companies.

Over the last 12 months, we took 3x apps in independent verticals from $0/month -> $6million/month revenues. There is no other company in India that can give you access to asymmetric returns the way we can.

Key Responsibilities

• Handle customer conversations across chat, email, and social media

• Manage support tickets from start to finish and ensure timely resolution

• Act as the main point of contact for customer communication

• Identify patterns in user issues, bugs, and feedback, and share them with the team

• Work closely with product, engineering, and marketing to solve root problems

• Build and improve support workflows, SOPs, macros, and documentation

• Track key support metrics such as response time, resolution time, and customer satisfaction

• Manage support tools, dashboards, and internal systems

• Look for ways to improve efficiency, automation, and overall support quality

• Help scale the support function by improving processes and workflows

Who Can Apply

• Candidates based in Bangalore or willing to relocate

• Candidates with 1–4 years of experience in customer support, operations, or similar roles (experience in D2C, SaaS, consumer apps, or e-commerce preferred)

• Strong communicators who can handle escalations calmly and professionally

• Highly organized individuals who can manage multiple conversations and tasks at once

• Comfortable working night shifts on a rotational basis for a 2-month period

• People who are comfortable working in a fast-paced startup environment

Additional Candidate Preferences

• Experience in customer support or operations roles

• Experience handling a high volume of tickets across multiple channels

• Familiarity with tools like Zoho

• Understanding of customer experience metrics and workflows

• Background in DTC, mobile apps, or performance-driven environments is a plus

• Experience with AI tools

Preferred Skills

• Customer communication and relationship management

• Support operations and workflow improvement

• Problem solving and root cause analysis

• Performance tracking and reporting

• Strong written communication

• Google Sheets or CRM tools

• Process documentation and SOP creation

• Ability to multitask and prioritize

• Ability to work independently

What We Offer

• Competitive compensation with a market-aligned salary

• A high-growth environment where your work has direct impact

• Opportunities to grow into a Support Operations Lead or Head of Customer Experience as the team scales