Customer Support Executive

Key Responsibilities

• Deliver customer support for Payments products and money movement services.
• Assist customers with payment processing, funding issues, transaction troubleshooting, and bank connectivity concerns.
• Independently manage customer issues, provide accurate guidance, and ensure a seamless customer support experience.
• Handle customer interactions via voice, chat, and email.
• Support customers with product troubleshooting, workflow navigation, installation, and “how to” queries.
• Diagnose and resolve moderate complexity issues.
• Maintain end-to-end ownership of customer cases.
• Ensure detailed and accurate documentation for every case.
• Identify opportunities for feature adoption and product upgrades.
• Support sales actions or pass high intent leads to sales teams.
• Ensure adherence to QA, documentation, and process standards.
• 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.

Requirements & Tech Stack

• Payments, Banking Operations, Finance Operations, Accounting, FinTech, AP, AR, Billing, or related domains experience is mandatory.
• CRM proficiency.
• Multi-channel handling capability.

Qualifications

• Bachelor’s degree (Commerce or Finance preferred).
• 1–3 years of experience in product support, SaaS, or customer support roles.
• Experience supporting payment processing, banking, merchant services, money movement, or transaction-related workflows is preferred.
• Experience handling International voice processes.
• Strong product troubleshooting capability.
• Basic to intermediate accounting knowledge.
• Versant B2+ to C1 preferred.