About this role
PoultryCare is hiring a Customer Support Executive to handle customer questions, troubleshoot product issues, coordinate with internal teams, and ensure every support request receives a clear and timely resolution.
What you'll do
- Handle customer queries through phone, WhatsApp, and email
- Understand, troubleshoot, and resolve customer issues
- Provide clear step-by-step product guidance
- Escalate complex issues to Testing, Development, and Implementation teams
- Maintain accurate support records and share recurring issues with internal teams
What we're looking for — the ASK
The bar to apply. If most of these match, send us your application — we look at signal, not box-ticking.
- 0–2 years of experience in customer support, technical support, or a similar role
- Good spoken and written Tamil & English with strong communication skills
- Patient, customer-friendly, and strong follow-up discipline
- Good problem-solving skills and willingness to learn PoultryCare
Nice to have
Strong signals, not blockers.
- Prior SaaS/product support experience
- Experience with CRM or ticketing tools
- Basic technical troubleshooting knowledge
- Coordinating with multiple internal teams
The full story
A longer narrative from the hiring manager — context, year-one outcomes, and how we work.
Why this role exists
When a poultry business depends on software for its daily operations, support cannot simply mean answering questions.
Customers need someone who understands the problem, identifies the right solution, communicates clearly, and follows the issue until closure.
We are hiring a Customer Support Executive to become the first point of contact for PoultryCare customers. You will handle customer queries, troubleshoot common issues, coordinate technical or product problems with the right team, and make sure customers receive timely updates.
The role requires patience, ownership, communication, and strong follow-up discipline.
What you'll do
Respond to customer queries. Handle customer questions through phone, WhatsApp, email, or other support channels.
Understand before responding. Ask the right questions to understand what the customer is trying to do and where they are facing difficulty.
Resolve common issues independently. Use product knowledge and documented solutions to resolve standard customer queries without unnecessary escalation.
Coordinate complex issues. Escalate bugs, technical problems, or product gaps to Testing, Development, Implementation, or Product teams with complete information.
Follow up until closure. Track every open issue and ensure the customer receives an update until the issue is resolved.
Maintain support records. Record customer issues, actions taken, status, and resolution accurately.
Build product knowledge. Continuously learn PoultryCare modules and common customer workflows so that support becomes faster and more accurate.
What you'll have accomplished by year one
- Handled customer support requests with consistent response and follow-up
- Built strong knowledge of major PoultryCare modules
- Improved first-level issue resolution
- Maintained accurate support records
- Reduced repeated customer issues through proper documentation
- Established clear escalation and closure practices
- Improved customer experience through timely communication