Phone Support Executive (US Client)

Phone Support Executive (US Client)

About the role

Dataclap Digital Ventures LLP is hiring a Phone Support Executive to handle calls for one of our US clients. You will follow the client's Standard Operating Procedures (SOPs) on every call, so excellent spoken English and discipline matter more than prior domain knowledge. The client provides the SOPs and initial training.

Shift timings

The client operates from 7:00 AM to 6:00 PM US Mountain Time, Monday to Friday. In India this is a night shift, and it moves by one hour when US clocks change for daylight saving.

For 2026, US daylight time ends on 1 November, so the India shift becomes 7:30 PM to 6:30 AM from that date. Because the US work week runs Monday to Friday, the India shift starts Monday evening and ends Saturday morning. You will cover the full client window on your own, with breaks as per company policy.

Responsibilities

• Answer inbound calls from the client's US customers and make outbound calls when the SOP requires it.

• Follow the client's SOPs and call scripts exactly, step by step, on every call.

• Listen carefully, understand the caller's need, and give clear, accurate answers in a polite and professional manner.

• Record call details, outcomes and follow ups accurately in the client's system or tracker.

• Escalate issues that fall outside the SOP to the right person, as defined in the escalation process.

• Meet quality, call handling and response time targets set by the client.

• Keep all customer and client information confidential.

• Share feedback on recurring questions or gaps in the SOP with the team lead.

Requirements

• Excellent spoken and written English, with clear pronunciation and a neutral accent that US callers understand easily.

• Comfortable working an 11 hour night shift in IST, five nights a week, on a consistent basis.

• Ability to follow written procedures precisely without skipping steps.

• Calm, patient and courteous on the phone, including with difficult callers.

• Basic computer skills: typing, email, web browsers and spreadsheets.

• Able to work from our Coimbatore office through the night and manage your own commute at those hours.

• Graduate in any discipline.

Nice to have

• 1 or more years of experience in a US voice process, international BPO or customer support role.

• Experience with CRM, ticketing or call center software.

• Familiarity with US customers, culture and business etiquette.

What we offer

• Competitive monthly salary with night shift allowance: [salary range to be added].

• A clear path from contract to a full time role for strong performers.

• Training on the client's SOPs before you go live.

• Exposure to a US client and a fast growing AI services company.

How to apply

Send your resume to (hr@data-clap.com)with the subject line "Phone Support Executive". Shortlisted candidates will go through an English voice assessment and a short interview.