Job Description

We're Hiring: Customer Success & Support Associate

Coupl | Remote | Full-time

About Coupl

Coupl (YC S22) is building a better way for couples and families to manage money together. Our app brings shared spending, linked cards, payments, rewards and financial management into one seamless experience.

We're looking for a customer-obsessed individual to join us as our first full-time Customer Success & Support Associate. You'll work directly with the founding team and play a key role in shaping how we support, engage and delight our users.

What you'll do

Own customer support end-to-end: Respond to customer queries over WhatsApp, email and other support channels in a timely, friendly and helpful manner.
Close the feedback loop: Capture user feedback, identify recurring issues, and share actionable insights with the Product and Engineering teams.
Take ownership of issues: Coordinate with internal teams and partners to resolve payment failures, refunds, KYC issues, and other escalations.
Build customer trust: Keep customers informed, follow up on unresolved issues and ensure every interaction leaves them feeling heard and supported.
Build support processes: Help establish FAQs, response templates, escalation procedures and a knowledge base as we scale our customer support operations.
Drive customer engagement: Proactively help users discover useful features and encourage adoption, engagement and long-term retention.

Who we're looking for

Excellent written and verbal communication skills
A strong sense of empathy and a genuine desire to help people and improving products based on their feedback.
Strong ownership and follow-through. You don't leave a customer issue unresolved without a clear next step.
Comfort using mobile apps and digital products, and the ability to troubleshoot issues patiently.
Willingness to learn how digital payments, wallets, cards, UPI and KYC processes work.
Ability to work independently in a remote environment and collaborate effectively with a small, fast-moving team.
Comfortable communicating in both English and Hindi, as you'll be interacting with customers across India through written and verbal communication

Experience: Prior experience in customer support, customer success, operations or fintech is a plus, but we're open to exceptional freshers who demonstrate strong communication, ownership and problem-solving skills.

Role details