Respond to customer inquiries across email, chat, and social media with empathy and clarity. Manage high ticket volumes, prioritize urgent issues, escalate recurring problems and bugs, maintain knowledge-base content, and identify process improvements. The role requires independent work in a remote environment, strong written English, customer support experience, and familiarity with Zendesk or similar platforms.
⌘ Role Overview
Timeleft is on a mission to fight loneliness by bringing strangers together through shared experiences — and making it feel like the most natural thing in the world. Customer Support isn't a back-office function here; it's the human voice of that mission.
As a Customer Support Representative, you'll be the first point of contact for Timeleft users. Every interaction you have directly shapes whether someone feels welcomed, heard, and excited to come back.
This is a freelance position with two available schedules, both located in India:
- Wednesday to Sunday, 06:00 to 15:00 (including a one-hour break)
- Wednesday to Sunday, 12:30 to 21:30 (including a one-hour break)
⌘ Key Responsibilities
- Respond promptly to customer enquiries across email, chat, and social media with empathy and clarity
- Tailor responses to each customer's individual context and tone
- Manage a high volume of tickets efficiently, without letting quality slip
- Flag recurring issues and critical bugs to the relevant internal teams
- Contribute to the internal knowledge base and FAQ
- Spot opportunities to simplify or automate support processes — and speak up about them
- Triage and prioritise tickets based on urgency and impact
⌘ Skills & Competencies
- Strong written communication skills and a natural sense of empathy
- Ability to juggle multiple conversations while keeping accuracy high
- Experience with support platforms such as Zendesk (or similar)
- A proactive, problem-solving mindset — you don't wait to be told something's broken
- Comfortable working independently in a remote, fast-paced environment
⌘ Required experience
- Previous experience in customer support is required
- Fluency in English is essential, with strong written communication skills being especially important.
⌘ Recruitment process
- Preliminary questions - You will receive a short list of questions to answer. This step helps un evaluate your motivation and basic customer support background.
- Introduction Call - A conversation with Customer Support Lead to introduce the company, the role, and learn more about you.
- Case Study - Practical exercise to evaluate your skills.
- Final Interview - A conversation with Head of CX to assess further your skills and culture fit with the team and the company.
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To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
