Customer Support Specialist (Mysuru)

About Pixpa Pixpa is an all-in-one website builder for creative professionals — photographers, designers, artists, and studios. Bootstrapped, profitable, and independent for 12 years. Our customers build their businesses on Pixpa — their website, client galleries, and online store all in one place. When something goes wrong or they need help, our support team is the first and most important response.

Who we are looking for We are looking for a technically capable, customer-first support specialist who genuinely understands web design. Not someone who has read about it — someone who has built websites, worked with HTML and CSS, configured DNS, and used a CMS like WordPress, Wix, or Squarespace hands-on. This is a role for someone who can diagnose a customer's problem quickly because they understand what is happening under the hood — and then explain the solution clearly to someone who may not. You are patient, precise, and take real pride in resolving issues properly, not just closing tickets.

Key: This role is Remote and involves rotational shifts including nights. Pixpa supports customers across multiple time zones and our live chat is manned 24x7x365. This is a non-negotiable requirement of the role.

What you'll do Customer support — chat, email, and calls
• Handle all incoming support queries via live chat and email — troubleshooting, guidance, billing, and technical issues.
• Jump on Zoom or phone calls with customers when a query is too complex for chat or when a customer needs hands-on walkthrough.
• Diagnose and resolve issues related to website setup, domain connection, DNS configuration, custom CSS, gallery management, store setup, and general product usage.
• Escalate bugs and product issues to the support lead with clear reproduction steps and impact assessment.
• Capture customer feature requests and feedback systematically — every interaction is a product signal.
• Follow up with customers to confirm resolution and ensure satisfaction.

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