Book a free consultation (opens in a new tab)

Customer Support Executives

Hire Dedicated Customer Support Executives

Add an executive who answers tickets and calls against an agreed response time, and escalates what genuinely needs your team, without the cost of a full-time hire.

Book a free consultation (opens in a new tab)

Customer Support Executives

Skills
  • SLA-based reporting
  • Escalations include full ticket context
  • Response time targets agreed during onboarding
  • Resolution tracked separately from first response
  • Scope for escalation agreed up front
  • answers tickets and calls
Engagement models
  • Full-time dedicated
Stack
  • SLA
  • helpdesk
  • ticketing platform
  • escalation rules
  • response time

Typical tasks

  • Response time targets agreed during onboarding
  • Resolution tracked separately from first response
  • Reporting shows both metrics, not just one
  • Escalations include full ticket context
  • Scope for escalation agreed up front
  • Your team only sees what actually needs them

Everything you need to run the engagement smoothly

  • Dedicated to your customers

    The executive works only on your support queue, not spread across other clients.

  • Direct communication

    You and your team talk to the executive directly, with no extra layer in between.

  • Flexible contracts

    Full time, part time, or scaled during peak periods, adjustable with notice.

  • SLA-based reporting

    Response and resolution times tracked against your agreed targets.

  • Timezone overlap

    Working hours arranged to overlap with your customer base.

  • No-cost replacement

    A new executive at no extra cost if the current one is not the right fit.

Why teams hire customer support executives through TCB Infotech

  • We run our own support queues

    We manage response times and escalation on our own projects, so our executives are screened on real support work, not trivia.

  • Fast, honest shortlisting

    You see 2 to 3 profiles, not a stack of resumes, and we tell you plainly if a fit is not right.

  • Direct access, no relay

    You and your team work with the executive directly, on your tools and your support schedule.

  • Results you can verify

    Response and resolution times are reported against your agreed SLA, not described in general terms.

  • No long lock-in

    Scale coverage up or down with notice, based on the ticket volume you actually have.

From requirements to a working executive in about two weeks

  1. Share requirements

    Tell us your support channels, your tools, and your target response times.

  2. Shortlist

    We match executives by channel and product familiarity and send you 2 to 3 profiles within days.

  3. Interview

    You interview the shortlist directly and pick the executive who fits your customers and your team.

  4. Onboard

    The executive learns your product and escalation rules and starts answering tickets in the first week.

  5. Scale as needed

    Add coverage during peak periods or product launches.

Hiring customer support executives, answered

What does a dedicated customer support executive do?

They answer customer tickets, calls or chats, resolve issues within their scope against an agreed response time, and escalate anything that genuinely needs your team's input, with context attached.

How is this different from a back office executive?

A back office executive handles internal-facing administrative work. A customer support executive is customer-facing, responding to your customers directly rather than working on internal tasks.

What tools can the executive work in?

Whatever helpdesk, chat or ticketing platform you already use. We confirm familiarity with your specific tools during matching.

How are escalations handled?

Issues outside the executive's scope are escalated with the ticket history and context attached, so your team is not starting from scratch.

What is the engagement model?

You can hire full time, part time, or scale coverage during peak periods and product launches.

What if the executive is not the right fit?

We replace them at no extra cost during the engagement, with a handover of open tickets to the new executive.

Hire a Dedicated Customer Support Executive

No commitment. See a shortlist before you decide.

Book a free consultation (opens in a new tab)