Customer Service Executive; Remote - Digital Support Operations

Our Client is a mission led, purpose driven financial technology organization committed to redefining the global narrative around financial freedom, economic accessibility, and inclusive digital banking solutions. Our core values shape how we operate, innovate, and serve communities every single day.

Their mission is to eliminate systemic barriers to financial empowerment by building scalable, customer centric financial products that enable financial inclusion for underserved and unbanked populations. Through intuitive technology, data driven insights, and world class customer support, they aim to create sustainable impact at the intersection of Fin Tech, customer experience (CX), and social responsibility.

As they continue to grow rapidly, they are looking for high performing, impact oriented Customer Service Executives who are excited to contribute to a fast moving, digitally native environment and play a direct role in shaping the future of remote customer support operations.

This is a high visibility, high impact remote role designed for professionals who want to build, scale, and optimize customer experience frameworks from the ground up. You will serve as a critical frontline ambassador for our brand, acting as the primary point of contact for cardholders while delivering exceptional, empathetic, and resolution driven support experiences.

The ideal candidate is customer obsessed, tech savvy, detail oriented, and growth focused, with an entrepreneurial mindset and a strong sense of ownership. You thrive in ambiguity, adapt quickly to change, and are energized by solving complex customer issues in real time.

This role offers an opportunity to work cross functionally with operations, product, compliance, risk, and engineering teams, contributing valuable customer insights that directly influence product enhancements and service optimisation strategies.

• Managing high volume inbound customer interactions via live chat and digital support platforms with speed, accuracy, and professionalism
• Providing end to end issue resolution, ensuring cardholder concerns are addressed promptly, effectively, and with minimal friction
• Demonstrating complete ownership of customer cases, from first contact to final resolution, while maintaining detailed documentation
• Collaborating with internal stakeholders across multiple departments to identify root causes and deliver long term solutions
• Escalating complex, high risk, or sensitive issues in accordance with established escalation protocols and compliance standards
• Supporting outbound customer communication initiatives, including follow up calls and business driven outreach campaigns
• Consistently meeting or exceeding key performance indicators (KPIs) related to customer satisfaction, resolution time, quality assurance, and productivity
• Capturing, analysing, and reporting voice of customer (VoC) insights, feedback trends, and service improvement opportunities
• Preparing daily, weekly, and monthly operational reports for leadership and management review
• Maintaining compliance with internal policies, data security standards, and regulatory requirements

• A proven track record as a high performing customer service or customer support professional
• Minimum 2+ years of experience in customer service, contact centre operations, or digital support roles
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely
• Strong proficiency in Microsoft Office Suite and comfort working with CRM tools, ticketing systems, and digital platforms
• The ability to work independently in a remote environment while contributing effectively to a distributed team
• Excellent organisational, administrative and time management capabilities
• A calm, courteous, and professional communication style, demonstrating empathy, discretion, and diplomacy
• Multilingual proficiency in Hindi/Urdu and English (additional languages such as Malayalam, Tamil, Bengali, Nepali, Arabic, Telugu, Kannada, or Bhojpuri are highly desirable)
• Flexibility to work rotational shifts between 8:00 AM and 10:00 PM, including weekends or holidays as required

• High School Diploma or equivalent (required)
• Bachelor's Degree in Business Administration, Communications, or a related field (preferred)

• A strong passion for customer advocacy and service excellence
• High emotional intelligence (EQ) with the ability to adapt communication styles to diverse customer profiles
• A consistently positive, resilient, and solution oriented mindset
• Strong analytical and problem solving skills with attention to detail
• The ability to multitask, prioritise competing demands, and manage time effectively in a high volume environment
• A collaborative, team first attitude combined with individual accountability
• Willingness to learn, grow and continuously improve in a dynamic, fast paced setting