Customer Support Executive - L1 (Malayalam + HIndi)

About Lokal

In 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren’t really using the internet meaningfully yet. We believed that if we started with local content in their own language, they’d come back every day; once there was a habit and trust, that same space could naturally grow into classifieds and, eventually, something they used for almost everything online.

This spark became Lokal . Our first instinct was to put everything in one place & one app - local updates, classifieds, jobs, matrimony and more. It worked, till it stopped working. Users gave us the insight - when one use case outweighs the others, everything else seems like noise. We listened. Like how Craigslist quietly seeded a generation of focused companies & marketplaces, we began unbundling and verticalising.

Today, Lokal is a house of focused apps, many products, one mission:
to connect Tier-2/3+ India to the Knowledge, opportunities, tools and experts they’ve always deserved.

We now operate dozens of live apps across categories like:

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Edutainment & Skill Learning – practical skills and learning in regional languages (GyanTV)

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Matrimonial Matchmaking – hyperlocal, compatibility-first partner search ( Lokal Matrimony)

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Agri Consulting – farmer-first advisory in local languages (Agri Lokal )

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Local Jobs – blue- and grey-collar opportunities close to home ( Lokal Jobs, Sahi Jobs)

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Social & Community – Place to find & post social updates ( Lokal app)

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Emotional Well-being & Peer Support – safe spaces to talk and feel heard (Dostt & Eaze)

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Astrology & Guidance – instant access to trusted Astrologers via chat and voice (Astro Lokal )

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Advisory Services – early bets in legal help, financial guidance, career counselling, and more

Under the hood, Lokal is a discovery and access platform : local-language internet + deep Bharat insight+ AI. When someone opens a product we’ve built, they don’t wade through clutter; they get a straight line to what they came for.

This is the story new teammates walk into:
a company that started as a whatsapp group, became a family of focused apps, and kept one belief at the centre — access changes lives . We ship fast. We learn fast. We build for Bharat.

We are backed by leading global and domestic investors including Y Combinator, Sony, Global Brain, India Quotient, and 3one4 Capital.
Role Overview:

We are looking for a dedicated and empathetic Customer Support Executive to join our team. The ideal candidate will play a crucial role in assisting users with app functionality, resolving their issues, and building trust within the community. This role requires fluency in a regional language, strong communication skills, and a proactive approach to customer satisfaction.
Key Responsibilities:

- Respond to customer inquiries promptly and effectively in Telugu / Tamil / Kannada / Malayalam / Gujarati / Marathi / Bengali / Hindi and English.

- Assist users in understanding app functionality and help troubleshoot any issues they encounter.

- Provide valuable feedback based on customer interactions to support product and service improvements.

- Document customer queries and resolutions accurately for internal tracking and reference.

- Collaborate with other team members to resolve complex user concerns efficiently.

- Maintain high standards of customer satisfaction through timely and empathetic support.

- Engage with users to build strong relationships and foster trust in the platform.

Requirements

- Fluency in Malayalam + Hindi and English , both written and verbal.

- Prior experience in customer support or a related field is highly desirable.

- Excellent communication and interpersonal skills.

- Ability to remain calm under pressure and handle complaints with professionalism.

- Familiarity with customer support tools and platforms.

- A strong commitment to customer satisfaction and a solution-oriented mindset.

- Strong orga