A Day in the Life of a Support Executive at Fyle
Hey there! I’m Ritvik Kala, a Support Executive at Fyle. My primary job is to help our customers navigate through any issues they encounter with our product.
As the sun dips below the horizon and the city begins to settle into sleep, my world is just waking up. At 6:30 p.m., my inbox lights up—tickets start pouring in, chats begin pinging, and threads need urgent replies. Each notification is a little puzzle waiting to be solved: some simple, some stressful, and sometimes, the kind that completely takes over my night.
I grab my coffee, take a deep breath, and settle in—ready for whatever comes next
Finding My Rhythm
At first glance, my job might seem pretty straightforward—answering tickets, handling live chats, leading training sessions—but a lot more is happening under the surface. Since I work remotely from India, my nights run from 6:30 p.m. to 2:30 a.m., and sometimes even later when things get intense. It’s a fast-paced mix of multitasking, staying calm under pressure, and genuinely caring about helping people. Every ticket is someone reaching out for help, so empathy isn’t just a soft skill here—it’s everything.
The first hour always hits the hardest. It’s like hopping onto a moving train—you’ve got to find your rhythm quickly! I prioritize fast, scan through what needs my attention, juggle admin trainings, chat queues, and internal syncs. No two nights look the same, so being mentally prepped is key.
The Art of Managing Tickets and Real-Time Support
Tickets feel like an ever-evolving puzzle. One minute I’m deep into crafting a detailed reply, the next I’m jumping into a live chat where an admin’s stuck with reimbursements and needs help right now. I have to immediately switch gears, dive into the issue, resolve it with care, and then watch their thank-you message pop up. It might be a small win, but in the middle of a hectic shift, it feels big. Urgent issues come first, but there’s always the chance that a new critical ticket might pop up right when I’m in the middle of something
Time management is everything. Between digging into tricky problems, replying with clarity, and always staying kind and patient—it takes real focus. It’s fast-paced, a bit chaotic, but incredibly rewarding when a customer’s issue gets resolved and they’re back on track.
When Things Get Real: Escalations
Then come the escalations. Picture being in the middle of a live chat and getting alerted to a p0 escalation (That’s short for “Priority 0,” meaning something critical has broken, and it’s affecting multiple customers.) — it is a situation so critical it demands all hands on deck. In SaaS, especially with US clients, these issues tend to hit in the dead of night here in India. These moments test your ability to remain calm under pressure. I have to pivot quickly, coordinate with different teams, and work to resolve the issue while ensuring the customer feels supported every step of the way.
Everything else is pushed aside as I move swiftly, connecting with engineers, gathering details, updating the customer—all while making sure they don’t feel left in the dark. These moments are high-pressure, where precision matters more than ever. Staying calm is not just a skill; it’s a necessity.
Some nights, these crises stretch my shift beyond the usual log-off time. But when the dust settles and the issue is resolved, the relief in the customer’s response makes every lost hour worth it.
Training That Actually Empowers
It’s not just about reacting to problems either. A big part of my work is leading admin training sessions. These aren’t just boring walkthroughs—we’re helping people actually understand and own the product. The goal is to leave them feeling confident and independent, ready to navigate everything on their own.
Each session takes planning—prepping custom content, guiding them through hands-on demos, and anticipating their questions. And then there’s that moment during a session where something clicks for them—that’s the magic. There’s something really special about watching someone start off unsure and overwhelmed, then slowly find their footing and become a total pro. That shift—that spark of confidence—it’s one of the most rewarding parts of my job. It reminds me why I love doing what I do.
Mentoring Interns - Buddy culture at Fyle!
We always talk about the beautiful culture at Fyle, a very wholesome aspect of this process is that every new joinee at Fyle has a buddy! Every new joiner gets paired with someone experienced to help them settle in, kind of like the Army’s buddy system. Buddying is an extremely time-consuming and tough task. It requires patience and resilience to no extent. You have to get on countless huddles and help the interns with numerous questions.
Now, I help new interns and junior team members find their footing. Guiding them through tricky tickets, stepping in when they get stuck during live chats, and reassuring them that they’ll get the hang of it. Because support isn’t just about answering questions—it’s about building a team that thrives together.
Mentorship helps build a real sense of team spirit. Watching interns go from unsure and nervous to confident and capable feels amazing—and it naturally brings all of us closer. It’s less about just doing a job and more about growing together and having each other’s backs.
Behind the Scenes: The Invisible Work
This job often feels like steering a ship quietly through a storm. The outside world might not see everything, but what we do behind the scenes is critical. While customers might simply see a swift response, behind the scenes, there's intense preparation, careful thought, and empathetic understanding. Each interaction, whether through a chat or admin training, is shaped by countless unseen moments—times I've paused to recheck information, collaborated with teammates to find the perfect solution, or attended a learning session to enhance my expertise.
There are product updates to keep track of, weekly learning sessions to attend, and cross-team collaborations to ensure we’re aligned. Every night, I absorb, adapt, and translate technical complexities into clear, actionable solutions for our customers. These aren’t things customers ever see, but they’re the reason the support feels seamless.
Clocking Out with Pride
By the time I’m wrapping up, the sky’s starting to lighten. The rush is over, my inbox is clear (for now), and things feel a little more peaceful. I log off knowing that someone, somewhere, is having a smoother day because of the work I did tonight.
It’s not glamorous. It’s not always easy. But it’s real. And it matters. It’s a strange kind of satisfaction—the kind that comes not from being in the spotlight, but from knowing that, behind the scenes, I’ve played my part in keeping things running smoothly.
We might not build the product, but we make sure people trust it. And sometimes, that’s the real magic. Not all heroes wear capes—some wear headsets and quietly save someone’s day without ever being seen.
