We're hiring our first Customer Support Specialist to be the human face of Kwill for every customer who needs help.

You'll own inbound support across email and chat, run our help center and onboarding flow, debug real customer issues, and be the closest person on the team to what customers actually feel about our product. You'll work directly with the founder and engineering and have real say in what we build next.

This is a full-time, on-site role at our Amritsar office.

About Kwill

Kwill is the client portal for the world's service businesses — one branded experience for proposals, e-signatures, invoices, and Stripe-powered payments. Our customers' clients experience it as the business's own brand, not Kwill's.

We're built global-first, with real users in 40+ countries. Our promise to customers is "Look like an agency of ten, even if you're a team of one." Our promise to teammates is plainspoken work, fast feedback, and ownership from day one.

The product is real and growing. Support requests are growing with it. We need someone to own that experience end-to-end.

Why this role exists

Most companies treat support like a cost centre to minimise. We treat it like a competitive advantage.

For Kwill, support is the moment our promise gets tested. A freelancer in Lagos can't get a client to pay an invoice. A small agency in Berlin needs to know if VAT shows up correctly on a proposal. A founder in Manila gets a Stripe error at 11pm. Whether they walk away thinking "Kwill is amazing" or "Kwill is broken" usually depends entirely on how the next email is written.

You will be the person writing those emails.

You will also be the team member closest to what customers actually feel. You'll see patterns engineering can't see from the dashboard. You'll know which features get loved and which get ignored. You'll be the voice in the room every Monday saying "here's what eight customers told me about this last week."

What you'll ownFrontline support

• Inbound support across email, live chat, and social DMs.
• A reliable response SLA: first reply within 4 working hours, full resolution within 24 hours for the majority of tickets.
• Honest, plainspoken replies in the Kwill voice — no corporate "your ticket has been received" templates.
• Debug skills: understand the freelancer's setup, reproduce the issue, find the actual cause before escalating.

Help center & self-serve

• Build and own the Kwill help center from scratch — articles, walkthroughs, video clips, common-issue write-ups.
• Update it weekly based on real support patterns ("five people asked this last week — let's write the article").
• Pre-empt 30% of tickets in the first six months through better self-serve docs.

Onboarding

• Welcome new paid customers, point them at the right resources, run the occasional one-on-one onboarding call for higher-tier plans.
• Build the onboarding email sequence (with marketing) and the in-app checklist (with product).
• Identify customers stuck in activation and reach out proactively.

Triage & engineering bridge

• File clean, reproducible bug reports for engineering. Screenshots, steps, environment, user impact. No "doesn't work" tickets thrown over the wall.
• Maintain a prioritised list of the bugs and feature gaps customers actually feel.
• Sit in on weekly engineering syncs to surface the top five issues from real users.

Payment & billing operations

• Handle refund requests, billing questions, Stripe edge cases (failed payments, currency mismatches, tax queries, subscription downgrades).
• Reconcile odd payment situations using the Stripe dashboard and our internal admin panel.

Voice of the customer

• Weekly written report to the founder: top patterns, surprising tickets, churn signals, feature requests.
• Customer interview support — when our marketing or product team needs to talk to a real user, you're the one who knows who to ask and why.
• Spot and flag potential case studies — happy customers who love what they've built with Kwill.

Community oversight (light)

• Step into Discord, Reddit, and X support threads when needed to back up the Social Media Manager.
• Make sure no public question goes unanswered for more than 12 hours.

We're looking for someone who…

• Has 1–3 years of professional experience in customer support, customer success, account management, or a similar customer-facing role — ideally in SaaS, fintech, or any product where the customer relies on the tool for income.
• Writes very well in English. Tone matters enormously here. You can be warm without being sycophantic, direct without being cold, and confident without being condescending.
• Has genuine empathy and patience. You can read between the lines of a frustrated email and write back something that calms the situation in 90 seconds.
• Is technically curious. You don't need to write code, but you should be able to follow a browser console, understand what a Stripe webhook is, and reason about what might be happening behind a bug.
• Is organised. You can run a queue of fifty open tickets without dropping things and without burning out.
• Cares about the long arc, not just the ticket. You think about why this issue happened, whether others will hit it, and how to prevent the next one.
• Loves writing things down. Help articles, internal docs, weekly reports — you'd rather write it once well than answer it ten times.
• Speaks fluent English in writing. Hindi and Punjabi are bonuses for working with our local team. A third language (Spanish, Portuguese, French, Arabic) is a strong bonus for our global customer base.
• Is honest. You'll tell a customer "this is broken, here's our timeline to fix it" instead of dressing up bad news.

You do not need:

• A specific degree. We care what you've done, not what you studied.
• BPO or call-centre experience. In fact, that often teaches the wrong habits for this role.
• To already live in Amritsar. If you're nearby (Jalandhar, Ludhiana, Chandigarh, Delhi) and willing to relocate, we'll help.

Nice to have, not required

• Previous experience in SaaS customer support — especially with developers, designers, freelancers, agencies, or other technical users.
• Help-desk tool experience — Intercom, HelpScout, Plain, Front, Zendesk, or similar.
• Stripe dashboard fluency — refunds, disputes, subscription edits, customer search.
• Help center / knowledge base building — you've launched or significantly expanded one before.
• Basic SQL or comfort poking around an internal admin panel to find customer data.
• Video / Loom comfort — you can record a clean 60-second walkthrough without panicking.
• Multilingual — Spanish, Portuguese, Hindi, French, Arabic, or others. We get tickets from 40+ countries.
• You've been a freelancer or run a small business yourself. You'll understand our customer's day intuitively.

A typical week

• One 15-min daily standup with the founder and the team (in person).
• 4–5 hours per day in the support queue — replies, debugging, follow-ups.
• 1–2 hours per day on help center, onboarding flows, and customer outreach.
• One weekly written voice-of-customer report to the founder: top patterns, surprising tickets, recommendations.
• One weekly engineering sync where you surface the top issues.
• One day per month dedicated to deeper writing — a new help guide, a bigger article, an onboarding redesign.

We protect deep-work time. We don't expect you to be reactive 8 hours a day; we expect you to do the highest-leverage work and keep ticket queues healthy.

What you get

• Real ownership. You set the bar for what Kwill support feels like. Your judgment is trusted.
• A flat, fast team. Direct access to the founder, weekly product decisions you're in the room for.
• A competitive salary for Amritsar, generously benchmarked. Discussed openly in the first call.
• Meaningful equity. This is real ownership in a company with real customers and real revenue. We will explain the structure clearly and answer every question you have.
• Generous, flexible paid time off plus paid Indian holidays. We expect you to take real rest.
• Annual learning budget for courses, books, conferences, or anything that grows you.
• Working equipment — laptop, monitor, headset, whatever you need.
• A clear growth path. Strong performance moves you toward Head of Customer Experience, Head of Customer Success, or a CX leadership role as we scale.

Logistics

LocationOn-site at our Amritsar office, India.

ScheduleIn-office, Monday to Friday. Standard working hours (covers strong overlap with Asia, Africa, Europe — our largest customer regions).

HoursFull-time, ~40 hrs/week. Flexible within reason.

CompensationCompetitive base + meaningful equity. Discussed openly in the first call.

EquipmentWorking laptop, monitor, headset, and desk setup provided.

Start dateAs soon as you can. Notice periods are respected.

Trial periodStandard 3-month performance review.

On-callNone. Support is a 9–6 in-office function for now. We'll evolve as we grow.

Pay: ₹10,000.00 - ₹22,000.00 per month

Work Location: In person