Customer Success and Operation Executive

ABOUT THE ROLE

You will own end-to-end operational workflows, from onboarding and KYC to transactions and settlements, while driving resolution of issues and maintaining a high standard of partner experience. Working closely with cross-functional teams, you will ensure that operations are not just

running, but continuously improving as we scale.

If you thrive in high-ownership environments, enjoy solving complex operational challenges, and want to directly impact partner success in a fast-growing fintech, this role is built for you.

KEY RESPONSIBILITIES

• Partner Lifecycle & Ownership

Own the complete partner lifecycle post-integration, including onboarding, go-live, and ongoing operations.

Act as the primary point of contact for partners across all operational and product-related matters, ensuring a seamless experience.

• Operations Monitoring & Execution

Monitor and ensure smooth functioning of critical workflows such as KYC, transactions, deposit booking, and settlements.

Ensure high reliability and accuracy across all partner-facing operational processes.

• Issue Resolution & Escalation

Proactively identify operational issues, delays, or failures and drive timely resolution.

Take end-to-end ownership of issues, especially those impacting transactions, reconciliations, or partner SLAs.

Ensure adherence to defined SLAs and proactively escalate risks where required.

• Cross-Functional Collaboration

Work closely with internal teams including engineering, product, and banking partners to resolve issues efficiently.

Drive alignment across stakeholders to ensure accurate and timely execution of operational workflows.

• Partner Communication & Experience

Maintain structured communication with partners including regular updates, root cause analysis, and clear resolution timelines.

Ensure a high standard of partner experience through transparency, responsiveness, and reliability.

• Process Improvement & System Reliability

Identify recurring issues and collaborate with internal stakeholders to improve processes and system performance.

Drive continuous improvements to enhance operational efficiency, scalability, and overall platform reliability.

WHAT WE'RE LOOKING FOR

Must-Have

• 2-3 years of experience in customer success, operations, or account management within fintech, banking, or payments
• Strong ownership mindset with the ability to manage issues through to closure independently
• Ability to operate effectively in high-pressure environments involving time-sensitive and transaction-critical workflows
• Strong analytical and problem-solving skills with high attention to detail
• Excellent communication and stakeholder management skills, with the ability to coordinate across internal and external teams .