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Customer Support Administrator

Pune On-site 1 year today

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Point Wild helps customers monitor, manage, and protect against the risks associated with their identities and personal information in a digital world. Backed by WndrCo, Warburg Pincus and General Catalyst, Point Wild is dedicated to creating the world’s most comprehensive portfolio of industry-leading cybersecurity solutions. Our vision is to become THE go-to resource for every cyber protection need individuals may face - today and in the future.

Join us for the ride!

Location: Pune, India

Work Arrangement: This is a 100% on-site position in Pune, India. Applicants must currently be based in Pune. Relocation assistance is NOT available.

About the Role:

A well organized, detail-oriented Customer Support Administrator to manage customer enquiries, investigate issues, and ensure timely resolutions. Work closely with our UK Head Office to manage a high volume of emails, take ownership of more complex and timely queries, maintain accurate records, and provide excellent customer service.

Your day-to-day:

Email & Queue Management: Monitor high-volume support inboxes, triage urgent tickets, and send clear, helpful email responses to customers.
Issue Investigation: Look into customer accounts, trace transaction or service histories, and follow up until issues are fully resolved.
Record Keeping & Documentation: Maintain clean customer records, log ticket updates accurately, and track recurring questions.
Escalations & Follow-Through: Take direct ownership of escalated inquiries and coordinate across teams to find prompt answers.
Work closely with the local Pune team and colleagues based in the UK to ensure seamless operational coverage.

What you bring to the table:

At least 1 year of experience in customer service, administration, or customer support: Prior background managing customer queries, back-office administration, or ticketing queues, ideally within a fast-paced environment.
Strong organizational skills and attention to detail: Consistent accuracy in entering data, updating records, and prioritizing high volumes of routine tasks without missing key steps.
Capacity to investigate missing information, balance multiple tasks during peak hours, and meet response deadlines calmly.
Willingness to take initiative on follow-ups, support team members when queues are heavy, and maintain open communication with the UK office.
Ability to draft clear, polite, and grammatically correct email correspondence with international customers and team members.
Excellent written and spoken English.

Important Location Requirement:

This is a 100% on-site position in Pune, India. Applicants must currently be based in Pune, India. Relocation assistance is NOT available.

As part of Point Wild, you will:

Solve real customer problems. Point Wild’s point solutions allow consumers to address their immediate cyber protection needs. Our mandate is to continuously anticipate our customers’ evolving digital security needs to create best-in-class solutions aimed at keeping them safe.

See your impact. We are a scrappy, nimble organization where individual contributions are needed and valued. You will see your impact every day.

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