Customer Support Executive

Role & responsibilities

• This role focuses on delivering customer support for Payments products and money movement services, helping customers with payment processing, funding issues, transaction troubleshooting, bank connectivity concerns, and related workflows. Specialists independently manage customer issues, provide accurate guidance, and ensure a seamless customer support experience while driving customer satisfaction.
• Handle customer interactions via voice, chat, and email
• Support customers with product troubleshooting, workflow navigation, installation, and how to queries
• Maintain end to end ownership of customer cases
• Ensure detailed and accurate documentation for every case
• Identify opportunities for feature adoption and product upgrades
• Handle customer queries independently with minimal supervision
• Deliver strong performance on KPIs (quality, CSAT, productivity)
• Actively identify customer needs and enable sales opportunities
• Maintain high quality and compliant case documentation

Preferred candidate profile

• Bachelors degree (Commerce or Finance preferred)
• 1+years of experience in product support, SaaS, or customer support roles
• Mandatory experience in Payments, Banking Operations, Finance Operations, Accounting, FinTech, AP, AR, Billing, or related domains
• Experience supporting payment processing, banking, merchant services, money movement, or transaction-related workflows preferred
• Handled International voice processes
• Strong product troubleshooting capability
  Basic to intermediate accounting knowledge
• Versant B2+ to C1 preferred
• CRM proficiency
• Multichannel handling capability