Customer Support Specialist

Customer Support Specialist

Location: Gurgaon, India
Work Timings: 6:00 PM – 3:00 AM IST
Type: Full-time

SureBright is building the world’s first AI-native, agentic warranty company. We power warranty programs for merchants and help customers protect the products they buy through simple, transparent coverage and a smooth claims experience.

Our north stars are merchant/partner and customer experience. This role sits directly at the center of that mission.

About the Role

As a Customer Support Specialist, you will be one of the primary points of contact for SureBright customers.

You’ll help customers understand their coverage, purchase protection plans, update policy information, and navigate claims from start to finish.

This is not just a ticket-resolution role. We want someone who can build trust, solve problems thoughtfully, and make customers feel that someone is genuinely taking ownership of their issue.

You will also play an important role in helping us improve our products and processes by identifying recurring customer problems and sharing insights with our product and operations teams.

What You’ll Do

• Support customers over phone, email, and chat with speed, professionalism, and empathy
• Explain warranty coverage, benefits, exclusions, eligibility, and policy terms in simple language
• Help customers initiate, track, and resolve claims
• Coordinate with internal teams and service partners to move cases toward resolution
• Assist customers with policy updates, account changes, and personal information
• Support D2C warranty sales by answering pre-purchase questions and helping customers choose and purchase the right protection plan
• Maintain accurate case notes and documentation in our support and CRM systems
• Take ownership of customer issues rather than simply forwarding them to another team
• Identify recurring customer pain points and suggest ways to improve our product, processes, and support experience
• Learn new products and processes quickly as SureBright continues to grow

What We’re Looking For

• 1+ years of experience in customer support, customer success, operations, or a similar customer-facing role
• Excellent spoken and written English
• Ability to explain complex information clearly, patiently, and confidently
• Strong problem-solving skills and a customer-first mindset
• High attention to detail and strong organizational skills
• Comfortable handling difficult or frustrated customers calmly and professionally
• Ability to learn quickly and work effectively in a fast-moving startup environment
• Comfortable using CRM systems, support tools, dashboards, and other software
• Willingness to work from 6:00 PM to 3:00 AM IST
• Comfortable with rotational weekly offs, which may fall on weekdays depending on team scheduling

Strong Preference For

• Experience in e-commerce, insurance, warranties, fintech, or claims
• Experience supporting customers in the US or other international markets
• Experience handling phone, chat, and email support
• Experience with D2C products or services
• Experience resolving claims, refunds, replacements, escalations, or other post-purchase issues

Why Join SureBright

• Work on a product that directly helps customers when something goes wrong with a purchase
• Join a small, ambitious team where your work has visible impact
• Help build the customer experience of an AI-native company from the ground up
• Work closely with product and operations teams instead of being isolated in a traditional support function
• Grow your responsibilities as the company scales across warranties, claims, and D2C

How to Apply

Please make sure your profile is up to date and includes your LinkedIn profile.

In your application message, please answer following screening questions.

1. How many years of customer support / customer service experience do you have?
2. Have you provided phone support to customers in the US or Canada? If yes, for how long?
3. Have you provided email or chat support to customers in the US or Canada? If yes, for how long?
4. Are you comfortable working 6:00 PM–3:00 AM IST on a regular basis?
5. What is your current location? Are you comfortable commuting to our Gurgaon office?
6. What is your current CTC and expected CTC?
7. What is your notice period / earliest joining date?
8. In 3–4 sentences, describe the most difficult customer issue you personally resolved. What happened, what did you do, and what was the outcome?
9. Write a short email response to this customer:
   “I bought your warranty because I thought everything was covered. Now you’re telling me my claim may not be covered. This is ridiculous. I want my money back immediately.”
10. A customer calls because their product stopped working. You cannot immediately tell whether the issue is covered under their warranty. What would you do next?