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About the Company

The employer is a purpose-led financial technology business focused on broadening access to financial freedom, economic participation, and inclusive digital banking. Its work centers on removing barriers that prevent underserved and unbanked communities from accessing modern financial tools.

Using scalable products, data-informed decision-making, and strong customer experience practices, the company aims to create meaningful impact at the meeting point of fintech, support operations, and social responsibility. As the organization expands, it is seeking strong performers who can help shape and improve a remote customer support function in a fast-moving environment.

About the Role

This is a high-impact remote position for someone who wants to help build and improve customer experience processes from the ground up. You will act as the main support contact for cardholders, delivering fast, thoughtful, and solution-oriented service across digital channels.

The ideal professional is highly customer-focused, comfortable with technology, detail-driven, and motivated by ownership and growth. You should be able to work well in changing situations, solve problems quickly, and contribute ideas that improve service quality and operational efficiency.

The role also involves working with operations, product, compliance, risk, and engineering teams so that customer feedback can directly inform process improvements and product decisions.

Key Responsibilities

Handle large numbers of incoming customer queries through live chat and other digital support tools with accuracy, speed, and professionalism.
Resolve customer issues end to end and make sure cardholder concerns are addressed quickly and with minimal inconvenience.
Take full ownership of each case from the first interaction through final closure, maintaining clear and complete records throughout.
Partner with teams across the business to uncover root causes and support durable fixes.
Escalate complex, sensitive, or high-risk matters according to escalation rules and compliance expectations.
Assist with outbound customer communication, including follow-up calls and business-related outreach.
Meet or exceed performance goals tied to customer satisfaction, resolution speed, quality, and productivity.
Track, summarize, and share customer feedback, recurring issues, and service improvement opportunities.
Prepare daily, weekly, and monthly operational updates for review by management and leadership.
Follow internal policies, data protection requirements, and applicable regulatory standards.

Required Experience and Skills

Background in customer service, customer support, contact center operations, or digital support, with at least 2 years of relevant experience.
Excellent spoken and written communication skills, including the ability to explain complex information clearly and concisely.
Comfort using Microsoft Office applications, CRM systems, ticketing tools, and digital service platforms.
Ability to work independently in a remote setup while staying aligned with a distributed team.
Strong organization, administration, and time management skills.
Professional, calm, and courteous communication style with empathy, tact, and discretion.
Ability to communicate in Hindi/Urdu and English; additional proficiency in Malayalam, Tamil, Bengali, Nepali, Arabic, Telugu, Kannada, or Bhojpuri is a strong advantage.
Willingness to work rotational shifts between 8:00 AM and 10:00 PM, including weekends and holidays when needed.

Education & Qualifications

High school diploma or an equivalent qualification is required.
A bachelor’s degree in Business Administration, Communications, or a related discipline is preferred.

Core Competencies

Strong commitment to customer advocacy and high-quality service.
Emotional intelligence and the ability to adjust communication to different customer needs.
Positive, resilient, and solutions-focused mindset.
Strong analytical ability, problem-solving skills, and attention to detail.
Ability to manage multiple priorities in a high-volume setting.
Team-oriented approach balanced with personal accountability.
Openness to learning and continuous improvement in a fast-changing environment.

Why Join

Join a fast-growing fintech company working to expand access to financial services.
Work remotely with a diverse, global, mission-driven team.
Contribute to financial inclusion, social impact, and digital transformation efforts.
Gain exposure to cross-functional work, scalable operations, and product innovation.
Develop a long-term career in customer experience, operations, and digital banking support.

Customer Service Executive