Hybrid Subject Matter Expert - Customer Support bei Lokal

About Lokal : 

Access & Empowerment for Bharat through AI and Local Language Internet

Lokal is India’s largest regional content and services platform, built for the 500 million+ internet users from tier 2+ towns.

Founded by IIT alumni, Lokal started in 2018 to address the lack of relevant local content and now goes beyond content to solve real, everyday problems of Bharat. Growing as a house of apps, Lokal is evolving into an AI-driven discovery and access platform—connecting users in tier 2+ India with the experts, tools, and knowledge they’ve historically lacked access to:

Lokal Matrimony – Location-based matchmaking apps focused on hyperlocal compatibility

Lokal Jobs – Hyperlocal job discovery platform connecting blue- and grey-collar workers with nearby opportunities.

GyanTV – Skill-based learning in regional languages (stocks, photography, small business & more)

Dostt – Make new friends through voice chats, games, and real, authentic conversations

Eaze – A safe space to explore emotional well-being via community-driven support

AstroLokal – Instant access to trusted astrologers through audio and chat

And more – 10+ new apps in testing & exploration across agricultural advisory, legal advisory, financial guidance, and AI-powered personal assistants.

Role Overview :

We are seeking a highly knowledgeable and detail-oriented Subject Matter Expert (SME) to join our Customer Support team. In this role, the SME will be responsible for driving accuracy, efficiency, and quality across all support processes, tools, and interactions. You will act as the go-to expert for resolving complex queries, improving workflows, and enhancing support delivery standards. This role involves close collaboration with support agents, quality analysts, training teams, and product stakeholders to ensure a seamless and impactful customer experience.

Key Responsibilities:

• Provide deep domain expertise and support to teams across content, operations, product, and training.
• Review, audit, and validate workflows, processes, or content to ensure relevance, accuracy, and alignment with industry standards.
• Collaborate with functional teams to map processes clearly and translate them into structured, easy-to-follow SOPs.
• Ensure timely resolution of L2 tickets within the defined Turnaround Time (TAT) while maintaining high standards of quality in customer support delivery.
• Collaborate with product managers, content writers, and quality teams to ensure high standards.
• Conduct internal training and onboarding sessions for new team members in the domain.
• Stay updated with industry trends, tools, and compliance requirements.
• Identify gaps and proactively suggest improvements in existing content/process.

Requirements

• Demonstrated expertise as a Subject Matter Expert in customer support, with a track record of driving high-quality team delivery.
• Bachelor's/Master’s degree in a relevant field.
• Excellent communication and documentation skills.
• Strong analytical and research skills.
• Prior experience working with cross-functional teams is a plus (Sales , Operations , Product ,Quality Team)
• Attention to detail and a passion for knowledge accuracy.

Preferred Qualifications:

• Experience in creating SOPs and proficiency in using Office tools.
• Prior experience in managing teams.
• Exposure to startups or fast-paced environments.

Why Join Us?

We’re scaling fast with strong fundamentals, on a mission to empower millions through AI and access. At Lokal, you’ll take ownership from day one, build for real impact, and help redefine the roadmap of how Bharat connects to opportunities, knowledge, and experts.