Customer Experience Executive
Job Description & How to Apply Below
About Glomo
Glomo is India's first licensed Payment Service Provider (PSP) at GIFT IFSC and a pioneer in cross-border payments. Backed by 100+ years of combined industry expertise, we deliver seamless, compliant financial solutions that power India's global ambitions. If you want to build the infrastructure behind India's cross-border economy — from the ground up — this is your seat.
About the Role
As a Customer Experience Executive, you will go beyond support—you will own the end-to-end customer journey and ensure every interaction with Glomo is smooth, intuitive, and delightful. You will act as the bridge between customers and internal teams, helping shape product improvements and elevating the overall experience.
Key Responsibilities
Deliver exceptional customer experience across all touchpoints
Handle complex and escalated customer concerns with ownership
Analyze customer feedback and identify recurring pain points
Work closely with Product, Tech, and Operations teams to improve CX
Create knowledge base articles and improve/build SOP's
Own outcomes, not tickets — this role is measured by customer impact, not SLA queues or volume metrics
What We're Looking For
Analytical mindset to identify trends and improve processes
Ability to influence cross-functional teams
Passion for delivering delight, not just resolution
Comfortable working with AI tools (we use Claude extensively) and a genuine willingness to learn new ways of working on the go
Must-Have Skills
2–4 years of experience in Customer Experience / Customer Success roles
Strong communication and stakeholder management skills
Experience in handling escalations and complex scenarios
Data-driven mindset (CSAT, NPS, metrics understanding)
Ownership and accountability mindset
Nice-to-Have Skills
Experience in fintech or digital product startups
Knowledge of customer journey mapping
Experience working with CX tools and analytics dashboards
Exposure to automation or chatbot flows
Knowledge of RBI guidelines, payment flows, or reconciliation basics
Exposure to tools like Zendesk, Freshdesk, or Intercom
Multilingual communication skills
Educational Qualification
Bachelor's degree in any discipline
Why Join Glomo
Opportunity to shape customer experience from scratch
Work closely with leadership and influence product decisions
Build impact in a customer-obsessed fintech company
Fast-track career growth in CX domain
Culture of ownership, innovation, and collaboration
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