Associate - Product Support Specialist

Associate - Product Support Specialist

Location: Bangalore (on-site)

Working Days: 5 days per week

Shift Timings: Rotational 24x7 (including night shifts and weekends)

Interview Process: In-person interview at the UrbanPiper Office (Nallurhalli, Bengaluru)

Who are we?

At UrbanPiper, we power the infrastructure behind modern restaurant commerce.

From global QSR chains to fast-growing brands, 45,000+ restaurants rely on us to manage orders, integrate systems, and deliver seamless customer experiences across channels.

Today, UrbanPiper is a $100M organization built on a decade of deep integration expertise - and we’re now evolving into an AI-first platform powering the next generation of restaurant operations.

The Product Support Team

We don’t believe in “Customer Support.” We believe in Product Support - a team that sits at the intersection of:

• Customer experience
• Product quality
• Operational excellence

This team is:

• The first responder to real-world product issues
• The voice of the customer inside the company
• The feedback engine that drives product and process improvements
• They don’t just solve tickets. They identify patterns, influence roadmaps, and improve systems.

The Role We’re Hiring For

We are looking for a Product Support Associate who will be the first point of contact in managing the complex ecosystem that connects global delivery partners (Zomato, Talabat, Uber Eats, etc.) to merchant POS systems.

This is not a conventional support role. You will diagnose technical data gaps, interpret system behaviour, and ensure smooth functioning of integrations that directly impact restaurant operations at scale.

The role requires strong ownership, structured thinking, and the ability to perform in a high-volume, SLA-driven environment.

We’re looking for operators who can go beyond handling queries - individuals who can:

• Own outcomes, not just tasks
• Think in systems, not tickets
• Act as mini product managers from the frontlines

Key Responsibilities:

• Learn and effectively use all core tools, dashboards, and applications needed for troubleshooting customer issues.
• Identify customer needs, gather clarity, research concerns, and provide accurate resolutions or suitable alternatives.
• Build strong customer relationships by delivering clear, empathetic, and proactive support.
• Contribute to the team’s SLA, CSAT, and quality goals through consistent performance.
• Meet individual and team targets across productivity, quality, and adherence metrics.
• Collaborate closely with peers and internal teams to ensure seamless resolution of customer issues.

Requirements:

• B.Tech degree preferred. Candidates with strong analytical and technical problem-solving skills will be considered regardless of specialisation.
• 1-2 years of experience in customer support/product support/operations roles, preferably in SaaS
• Strong analytical thinking and ability to understand technical systems such as logs, APIs, and data flows.
• Strong verbal communication skills in English and Hindi; Arabic is a plus.
• Strong listening skills with the ability to grasp context quickly.
• High adaptability to changing processes, feedback, and product updates.
• Basic proficiency in Google Sheets (filters, formatting, and data entry).
• Familiarity with CRM tools such as Salesforce (added advantage).
• Comfortable using communication and productivity tools like Gmail and Slack.
• Basic technical understanding of support issues, integrations, and workflows, with a willingness to learn deeply.

Who is this role not for:

• Individuals who struggle to accept and act on real-time feedback.
• Those seeking a fully flexible or part-time schedule.
• Anyone uncomfortable with frequent process or product updates.
• Individuals who find it difficult to work under pressure or handle multiple tasks at once.

Perks & Benefits

• High ownership role with real-time business impact
• Structured training and continuous learning
• Leave benefits as per company policy
• Exposure to global market