Customer Service Representative

About Nostro

Nostro.pk is a fintech platform providing Pakistani freelancers, entrepreneurs, and businesses with access to international banking services. We help customers receive and manage international payments through USD accounts and payment solutions, making cross-border financial services more accessible.

We are looking for a Customer Support Representative to join our team and serve as a primary point of contact for our customers. This role combines customer service, application reviews, and operational support to ensure a smooth onboarding experience and timely resolution of customer inquiries.

Key Responsibilities

1. Customer Support & Ticket Management

• Respond to customer support tickets through Nostro's support channels, including email, live chat, and other communication platforms.
• Handle customer inquiries related to account setup, verification, deposits, withdrawals, payment processing, and general platform usage.
• Provide clear, professional, and timely responses to customer questions and concerns.
• Investigate customer-reported issues, coordinate with internal teams when necessary, and follow up until resolution.
• Maintain accurate records of customer interactions, complaints, and resolutions in the support system.
• Escalate complex technical, financial, and compliance-related issues to the appropriate departments.

2. Customer Applications & Onboarding

• Oversee incoming customer applications and monitor their progress through the onboarding process.
• Review submitted application information and supporting documentation for completeness and consistency.
• Identify missing information, incomplete submissions, and potential discrepancies, and communicate required next steps to applicants.
• Follow established onboarding procedures and coordinate with the compliance team on applications requiring additional review.
• Keep customers informed about the status of their applications and help resolve onboarding-related delays.
• Maintain accurate application records and ensure that cases are handled according to internal procedures.

3. Customer Queries & Account Assistance

• Assist customers with questions regarding their Nostro accounts, available features, fees, transaction statuses, and account requirements.
• Explain platform processes and policies in a straightforward, customer-friendly manner.
• Help customers navigate the Nostro platform and troubleshoot basic account and application issues.
• Proactively follow up with customers when additional information or action is required.
• Identify recurring customer questions and share feedback with the team to improve support documentation and platform usability.

4. Operations & Internal Coordination

• Work closely with the compliance, product, engineering, and operations teams to resolve customer issues.
• Monitor pending support tickets and applications to ensure that cases are addressed within established service-level targets.
• Flag unusual account activity, suspicious documentation, or potential compliance concerns through the appropriate internal channels.
• Assist in maintaining and updating customer support FAQs, internal guides, and standard response templates.
• Identify recurring operational bottlenecks and suggest improvements to the customer support and onboarding process.

Requirements

• Excellent written and verbal communication skills in English.
• Strong attention to detail and the ability to review customer information and documentation accurately.
• Strong organizational and time-management skills, with the ability to manage multiple support tickets and applications simultaneously.
• A customer-first mindset and the ability to communicate professionally with customers from diverse backgrounds.
• Basic computer proficiency, including familiarity with email, spreadsheets, and online support tools.
• Ability to follow established procedures and handle sensitive customer information responsibly.
• Good problem-solving skills and the ability to remain calm and professional when dealing with frustrated customers.

Preferred Qualifications

• Previous experience in customer support, customer success, fintech, banking, or financial services.
• Familiarity with ticketing systems, CRM platforms, and customer onboarding workflows.
• Experience reviewing identity verification documents or assisting with KYC procedures.
• Understanding of international payments, digital banking, or payment platforms.
• Experience working in a startup or fast-paced operational environment.

Working Conditions

• Position: Customer Support Representative
• Department: Customer Operations
• Employment type: Full-time
• Location: Remote
• Reporting to: Co-Founder

What We Offer

• The opportunity to work at a growing fintech startup serving an international customer base.
• Hands-on experience with fintech operations, customer onboarding, and international payment services.
• A collaborative, fast-paced working environment.
• Opportunities for professional development and career growth as Nostro expands.

Pay: Rs22,124.43 - Rs75,101.07 per month

Work Location: Remote