Associate - Customer Success

Role Overview: As a Customer Support Specialist, you will be responsible for providing timely resolution to merchant issues through email, chat, and calls while maintaining defined SLAs and TAT. You will collaborate with internal teams such as Tech, Finance, Risk & Compliance, Product, and Operations to resolve escalations. Additionally, you will guide merchants on KYC, compliance, and regulatory requirements, generate, analyze, and share transaction and settlement reports with merchants, identify recurring issues, suggest process improvements, and contribute to building a knowledge base/FAQs. Moreover, you will support merchants during new feature rollouts and provide product training when required. Key Responsibilities: - Provide timely resolution to merchant issues through email, chat, and calls while maintaining defined SLAs and TAT - Collaborate with internal teams to resolve escalations - Guide merchants on KYC, compliance, and regulatory requirements - Generate, analyze, and share transaction and settlement reports with merchants - Identify recurring issues, suggest process improvements, and contribute to building a knowledge base/FAQs - Support merchants during new feature rollouts and provide product training when required Qualifications Required: - Minimum 1-5 years of relevant experience in B2B Customer Support, preferably from a fintech background - Proficient in verbal and written English - Candidates with experience working with Intercom, Front, Freshdesk, or any Customer Support CRM are preferred - Process-oriented, proactive, and result-driven individual - Strong interpersonal skills with the ability to understand merchants" requirements to ensure proper resolution - Quick learner with an analytical mind to understand back-end operations and fintech products Additional Company Details: Experience in FinTech/Technology organizations and the startup ecosystem or a product/technology-driven organization would be considered a plus.,