Responsibilities
- Own end-to-end client onboarding, support, and relationship management.
- Manage multi-channel customer support (email, chat, phone) while ensuring SLA adherence.
- Lead, mentor, and manage support agents and daily operations.
- Take ownership of customer escalations and ensure timely resolution.
- Track, analyze, and report support metrics to drive continuous process improvements.
- Collaborate with product and technology teams to resolve issues and enhance customer experience.
Requirements
- 3-4+ years of experience in customer support or client success roles.
- Proven experience managing support teams and defining support processes.
- Strong analytical, reporting, and problem-solving skills.
- Excellent verbal and written communication skills.
- Prior experience in fintech / BNPL / SaaS is preferred.
- Startup experience is a plus.
- Prior experience supporting US-based customers or working with US companies is highly preferred.
This job was posted by Meenal Sharma from Zenda.
