Customer Support Executive
Role Overview
We are looking for a Customer Support Executive with experience in the travel domain and a solid technical understanding of web-based systems. This role sits at the intersection of clients, engineering teams, and third-party vendors. You will own application issues end to end, ensure clear communication, and help maintain a high level of service quality for our travel solutions.
Key Responsibilities
We are looking for a Customer Support Executive with experience in the travel domain and a solid technical understanding of web-based systems. This role sits at the intersection of clients, engineering teams, and third-party vendors. You will own application issues end to end, ensure clear communication, and help maintain a high level of service quality for our travel solutions.
Key Responsibilities
- Receive, log, and prioritize application issues based on severity, impact, and business urgency
- Act as the primary point of contact for client communication during incidents and support requests
- Replicate reported issues by capturing clear steps, logs, screenshots, and relevant observations
- Triage and delegate issues to the appropriate internal teams with complete and accurate context
- Coordinate with third-party vendors and external partners when required
- Track issues through investigation, resolution, verification, and closure
- Maintain incident reports, support documentation, and a shared knowledge base
- Provide regular and transparent status updates to clients and internal stakeholders
- Identify recurring issues and suggest improvements to processes, documentation, or product flows
Skills & Qualifications
- Experience in application, product, or technical support roles
- Background or exposure to the travel domain (OTA, booking systems, ticketing, inventory, pricing, etc.)
- Basic understanding of web applications, APIs, and system integrations
- Familiarity with issue tracking and collaboration tools such as Jira, GitHub Projects, or similar
- Strong written and verbal communication skills, especially for client-facing interactions
- Ability to manage multiple issues, priorities, and client escalations in parallel
- Strong sense of ownership, follow-up, and coordination across teams
Nice to Have
- Experience supporting SaaS or enterprise applications
- Basic understanding of databases, logs, or monitoring tools
- Prior experience working with international clients across different time zones
What We Offer
- Opportunity to work on real-world travel technology used by global clients
- Collaborative environment with experienced product and engineering teams
- Clear ownership and visibility in client-facing projects
- Growth opportunities in technical support, product operations, or delivery roles
If you have a passion for customer support, enjoy solving problems, and have experience in the travel domain with a technical mindset, we would love to hear from you.
Note: If you don’t hear from us within 15 days, it may mean you have not been shortlisted this time. We genuinely appreciate your interest in Gurzu and encourage you to follow us for future openings that match your skills and experience.
Job Summary
- ID:65
- Job Category:Information Technology (IT)
- Date Posted:Dec 18, 2025
- Employment Type:Full Time
- Employment Duration:Permanent
- Job Location:On-Site | Lalitpur, Nepal
- Deadline:11:20AM on Dec 26, 2025
About the Company
Company Name:Gurzu Inc.
Location:On-Site
Website:https://gurzu.com
Company Profile:Gurzu Inc is a product development company that brings world class products to market for global customers. Our goal is to transform how companies connect with customers by providing customers a competitive advantage with exceptional value, modern quality products with a rapid and efficient delivery cycle. We are a team of 40 engineers based in Nepal who are passionate about building innovative software solutions.
We provide integration and analytics solutions and services that enable companies to unlock the value of their business potential. We offer expert consulting services to companies looking to optimize their processes and take their businesses to the next level.
For further inquiry: careers@gurzu.com