Senior Associate – Customer Success

Roles & Responsibilities:

• Timely resolution of customer queries to enhance their overall experience.
• Handling customer inquiries through email, chat, and phone, including those from the internal Business Team.
• Adhering to Customer Support guidelines to ensure accurate query resolution.
• Maintaining a quick turnaround time (TAT) in line with the Service Level Agreement (SLA) for the process.

Required Skills:

• A minimum of 2-6 years of relevant experience in Customer Support, with a preference for candidates from the fintech sector.
• Proficiency in both verbal and written English.
• Candidates with previous experience using Intercom, Front, Freshdesk, or any Customer Support CRM platform will be given preference.
• A process-oriented, proactive, and results-driven individual.
• Strong interpersonal skills, enabling a clear understanding of the merchant’s needs for effective issue resolution.
• A quick learner with an analytical mindset to grasp the intricacies of back-end operations and fintech products.