Customer Support Specialist - SME

Role description

UST Job Title

Lead I - BPM

Who we are

At UST, we help the world s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we co-create lasting change with our clients. With over 26,000 employees in 25 countries, we build for boundless impact touching billions of lives worldwide. Visit us at UST.com.

Job Description

Key Responsibilities

Customer Support & Navigation: Categorize incoming customer issues and provide precise resolution using client-approved scripts, FAQs, content, and templates.

• Inquiry Escalation & Coordination: Process and route inquiries related to customer safety, privacy, accessibility, and application support to designated teams per established procedures.

Proactive Problem-Solving

Identify issue trends and take initiative to resolve customer concerns promptly and effectively.

• Data Security & Privacy: Strictly protect customer Personally Identifiable Information (PII) and ensure full compliance with privacy protocols.

Communication

Maintain clear, empathetic, and professional customer-facing communications across all channels. Key Requirements

Excellent verbal and written communication skills.

Proven track record of strong customer obsession and user-centric problem-solving.

• Prior experience following standardized workflows, scripts, and escalation channels.

Strong commitment to data privacy, confidentiality, and compliance standards.

Willing to work in night shift and support US clients.

Atleast 1 year of experience in any US process / supporting US clients.

• Looking for 5+ yrs of experience this above experience.

At UST, our culture is built on our core values

Humility

We listen, learn, and act selflessly.

Humanity

We strive to improve the lives of others through our work.

Integrity

We honor commitments and act responsibly.

We celebrate diversity, inclusion, and innovation placing people at the center of everything we do.

Equal Employment Opportunity Statement UST is an Equal Opportunity Employer. All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, or any other protected characteristic under applicable law.

Skills

Business Operations, Customer Support, Data Privacy, Compliance Management

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.