Product Support Specialist - (Live Chat, Night Shift)
Bengaluru
About Triplespeed
We incubate viral consumer brands for the US and EU markets and scale them until they become independent companies.
In the last 14 months, we took three apps, across three unrelated verticals, from zero to over $70M in combined annual run rate. We did this bootstrapped, with no outside capital. We're one of the fastest-growing bootstrapped companies in the world.
What you'll do
Handle customer conversations across live chat, email, and social media, including real-time engagement with high-value users.
Manage support tickets from start to finish and ensure timely resolution.
Act as the main point of contact for customer communication, including VIP and high-value user relations.
Build rapport with power users, identify VIPs, and ensure they receive a white-glove support experience.
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 using AI tools.
Help scale the support function by improving processes and workflows.
Who we're looking for
Candidates based in Bangalore or willing to relocate.
1–4 years of experience in customer support, live chat, operations, or similar roles (experience in D2C, SaaS, consumer apps, or e-commerce preferred).
Strong communicators who can handle escalations calmly and professionally, including with high-value/VIP users.
Highly organized individuals who can manage multiple live conversations and tasks at once.
Comfortable working night shifts on a rotational basis.
People who are comfortable working in a fast-paced startup environment.
Useful but not required
Experience handling a high volume of live chat tickets across multiple channels.
Experience managing VIP or high-net-worth user relationships.
Familiarity with tools like Zoho or other live chat platforms (Intercom, Crisp, Zendesk).
Understanding of customer experience metrics and workflows.
Background in DTC, mobile apps, gaming, or performance-driven environments.
Experience with AI tools for support operations.
What you get
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.