Customer Success Associate

About Gullak

Gullak is a fast-growing fintech startup building India’s Savings App for the next 100 million Indians.

Role Overview

We are seeking an individual obsessed with users, their needs, and their experiences. This role involves identifying user problems, solving them, and deriving insights to improve the product and services. You will work closely with Product, Marketing, and Engineering teams, driving the product vision from concept to launch and beyond.

Key Responsibilities

• Answer user queries over chat, email, and phone calls.
• Own each issue end-to-end: understand, verify facts, and provide resolution.
• Handle money-related queries accurately, including amounts, gold rates, grams, GST, charges, and returns.
• Escalate unresolved issues with full context, track them, and close the loop with the user.
• Tag and document every interaction to identify patterns.
• Meet response time, resolution, CSAT, and QA standards.
• Convert user understanding and insights into product improvement ideas, and collaborate with Product and Engineering teams to solve user problems.
• Communicate clear messaging for users across different channels.

What we’re looking for

• Accountability: Own issues without being chased and raise blockers early.
• Empathy: Remain calm and focus on solving user concerns, especially regarding money.
• Strong quantitative aptitude.
• Clear written English and spoken fluency in Hindi and English.
• Commitment to the company’s success.

Added advantage

• Fluency in Telugu, Tamil, or Malayalam.
• Prior customer success experience in fintech, payments, banking, or e-commerce.

Before you apply

• This is an in-office role, not hybrid or remote.
• Work hours are a 10-hour shift window (10 AM – 8 PM), including breaks.
• The week off is rotational and may not always fall on a weekend.
• Calls are a core part of the job.
• Compensation is fully fixed, with no incentives or variable pay.
• There is a minimum commitment of 10 months from the date of joining.
• Work volume may spike during campaigns, festivals, and gold price movements.

Minimum commitment

This role carries a minimum commitment of 10 months from the date of joining. Resignation before 10 months will result in the recovery of one month’s gross salary, adjustable against your full and final settlement. This is in addition to serving notice.

Hiring process

• Resume shortlisting
• Introductory call on Google Meet
• Online Aptitude Assessment
• General Discussion Round
• Interview with the Founder