Customer Support Executive - L2

Lokal App

Job Overview

Location

Bengaluru, Karnataka, India

Employment Type

Full-time

Work Arrangement

On-site

Sector

Customer Service & Support

Experience Level

Mid-level (3-5 years)

Application Deadline

July 3, 2026

About the Company

Lokal is a pioneering platform dedicated to empowering non-English speakers in India by providing access to essential local information, opportunities, and services in their native languages. What began as a simple WhatsApp group in 2018 has evolved into a comprehensive ecosystem of focused apps, each designed to address specific needs within Tier-2 and Tier-3 Indian communities.

The company's mission is to connect Bharat to the knowledge, opportunities, tools, and experts they deserve. Lokal operates a diverse portfolio of apps, including those for edutainment and skill learning, matrimonial matchmaking, agricultural consulting, blue- and grey-collar job listings, social networking, emotional well-being support, and astrology services. This 'house of apps' strategy ensures users have a direct line to the services they seek without unnecessary clutter.

Lokal leverages local-language internet capabilities and deep insights into the Indian market, enhanced by AI, to deliver highly relevant and accessible solutions. The company is backed by prominent investors such as Y Combinator, Sony, Global Brain, India Quotient, and 3one4 Capital, underscoring its significant potential and impact.

Job Description

Join Lokal App as a Customer Support Executive - L2 and play a crucial role in elevating our customer service standards. This position is designed for a detail-oriented professional who will be instrumental in ensuring the accuracy, efficiency, and overall quality of our support operations.

In this role, you will serve as a key point of contact for resolving complex customer inquiries and will be responsible for enhancing our support processes and delivery. You will collaborate closely with various teams, including customer support agents, quality assurance specialists, training personnel, and product development stakeholders, to guarantee a superior and impactful customer experience.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Customer SupportIssue ResolutionCommunicationDocumentationAnalytical SkillsResearch Skills

Key Responsibilities

Provide in-depth expertise and support to content, operations, product, and training teams.
Review, audit, and validate workflows, processes, and content for relevance, accuracy, and alignment with industry best practices.
Collaborate with functional teams to map processes and develop clear, structured Standard Operating Procedures (SOPs).
Ensure timely resolution of L2 tickets within defined Turnaround Times (TAT) while upholding high-quality customer support delivery.
Work closely with product managers, content writers, and quality teams to maintain elevated standards.
Conduct internal training and onboarding sessions for new team members within the domain.
Stay current with industry trends, tools, and compliance requirements.
Proactively identify gaps and propose improvements to existing content and processes.

Qualifications

Demonstrated expertise as an L2 customer support professional with a proven ability to drive high-quality team performance.
Bachelor's or Master's degree in a relevant field.
Excellent communication and documentation skills.
Strong analytical and research capabilities.
Prior experience working with cross-functional teams (Sales, Operations, Product, Quality Team) is advantageous.
High attention to detail and a commitment to knowledge accuracy.

Benefits & Perks

Opportunity to work in a fast-scaling company with strong fundamentals.
Mission-driven role focused on empowering millions through AI and access.
Take ownership from day one and build for real impact.
Help redefine the roadmap for how Bharat connects to opportunities, knowledge, and experts.

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

Join Our Communities

WhatsApp Channels

Global Jobs Gulf Jobs Nigerian Jobs Indian Jobs

Telegram Groups

Global Jobs Nigerian Jobs Gulf Jobs

The Indian customer support landscape is rapidly evolving, driven by the increasing demand for localized and efficient service delivery in tier-2 and tier-3 cities. This role is pivotal in enhancing that experience, focusing on accuracy and quality across all support channels. You will leverage your expertise in customer relationship management, issue resolution, and process optimization to directly impact customer satisfaction and retention. Your work will involve analyzing support data, refining standard operating procedures, and collaborating with product and content teams to ensure a seamless user journey, ultimately contributing to the company's growth and market penetration.