Customer Support Executive

Job Description

What is Lokal :
Access & Empowerment for Bharat through AI and Local Language Internet

Lokal is India’s largest regional content and services platform, built for the 500 million+ internet users from tier 2+ towns.

Founded by IIT alumni, Lokal started in 2018 to address the lack of relevant local content and now goes beyond content to solve real, everyday problems of Bharat. Growing as a house of apps, Lokal is evolving into an AI-driven discovery and access platform—connecting users in tier 2+ India with the experts, tools, and knowledge they’ve historically lacked access to:

• Lokal Matrimony – Location-based matchmaking apps focused on hyperlocal compatibility
• Lokal Jobs – Hyperlocal job discovery platform connecting blue- and grey-collar workers with nearby opportunities
• GyanTV – Skill-based learning in regional languages (stocks, photography, small business & more)
• Dostt – Make new friends through voice chats, games, and real, authentic conversations
• Eaze – A safe space to explore emotional well-being via community-driven support
• AstroLokal – Instant access to trusted astrologers through audio and chat
• And more – 10+ new apps in testing & exploration across agricultural advisory, legal advisory, financial guidance, and AI-powered personal assistants.

Job Summary :

We are looking for a dedicated and empathetic Customer Support Executive to join our team. The ideal candidate will play a crucial role in assisting users with app functionality, resolving their issues, and building trust within the community. This role requires fluency in a regional language, strong communication skills, and a proactive approach to customer satisfaction.

Key Responsibilities :

• Respond to customer inquiries promptly and effectively in the Malayalam/Telugu, Hindi & English
• Assist users in understanding app functionality and help troubleshoot any issues they encounter.
• Provide valuable feedback based on customer interactions to support product and service improvements.
• Document customer queries and resolutions accurately for internal tracking and reference.
• Collaborate with other team members to resolve complex user concerns efficiently.
• Maintain high standards of customer satisfaction through timely and empathetic support.
• Engage with users to build strong relationships and foster trust in the platform.

Requirements

• Fluency in Malayalam/Telugu and proficiency in Hindi & English, both written and verbal.
• Prior experience in customer support or a related field is highly desirable.
• Excellent communication and interpersonal skills.
• Ability to remain calm under pressure and handle complaints with professionalism.
• Familiarity with customer support tools and platforms.
• A strong commitment to customer satisfaction and a solution-oriented mindset.
• Strong organizational skills and attention to detail.
• BYOD (Bring Your Own Device) – must have access to a personal smartphone/laptop for work.