Customer Support Specialist

About PaySprint

PaySprint is a B2B Banking FinTech company transforming financial services through cutting edge solutions in banking, payments, and verification. With 15+ industry accolades, including “Best Fintech Startup” and “Open API of the Year,” we are a rapidly growing startup making a meaningful impact in the fintech space.

Our flagship products—SprintOPN, SprintNXT, SprintVerify, and SprintEXcrow—empower businesses to streamline payments, simplify verification, and secure high-value transactions. At the core is our Unified Open API Platform, designed to reduce operational complexity and provide a seamless experience for developers and partners.

With over 200 APIs and 1,000+ active partners, we're bridging the gap between businesses, banks, and customers—especially in underserved regions. From flexible banking partnerships to round-the- clock support and smooth digital onboarding, PaySprint ensures a reliable and frictionless experience for all stakeholders. For more information about our products, values, and team, please visit our website: paysprint.in

Role Overview

Customer Support Specialist / Manager

Roles and Responsibilities

• Handle customer queries and requests via phone, email, and chat, ensuring first-contact resolution wherever possible.

• Provide accurate, clear, and timely responses to customers across all communication channels.

• Take full ownership of customer issues from initiation to resolution, maintaining accountability throughout the process.

• Coordinate with cross-functional teams (Tech, Operations, Compliance, Product) to manage escalations and deliver effective solutions.

• Ensure service level agreements (SLAs) for response and resolution times are consistently met.

• Maintain high standards of communication, professionalism, and empathy in all customer interactions.

• Act as a customer advocate, promoting trust and ensuring positive support experiences.

• Capture and share Voice of Customer (VoC) insights to support continuous improvement initiatives.

• Identify recurring issues, process gaps, and opportunities for improvement in support workflows.

• Contribute to the maintenance and enhancement of the internal knowledge base, FAQs, and training materials.

• Use CRM and ticketing tools (e.g., Zoho) to log and manage customer interactions accurately.

• Prepare and analyze reports using Excel and other tools to track support metrics, trends, and customer satisfaction levels.

• Share insights and recommendations to improve NPS, service quality, and customer experience.

Key Skills & Competencies

• Excellent communication and interpersonal skills (verbal and written).

• Strong problem-solving and customer handling abilities.

• Calm, empathetic, and professional demeanor under pressure.

• Proficiency in Excel (reports, pivot tables, lookups, data analysis).

• Familiarity with CRM platforms (preferably Zoho) and support ticketing tools.

• Strong ownership mindset with attention to detail and process adherence.

Qualifications & Experience

• Bachelor’s degree in any discipline.

• 1–2 years of experience in Customer Support or Customer Success (preferably in Fintech, SaaS, or Service industries).

• Experience in handling voice, chat, and email-based customer interactions.

• Strong understanding of customer service principles and best practices.

Why Work With PaySprint?

• High-Impact Growth – Join a fast-scaling startup where your work directly drives innovation and helps shape the future of financial services.

• Learn & Level Up – Master new skills through cross-functional projects, surrounded by a team that thrives on curiosity, feedback, and continuous improvement.

• Build With Purpose – Help simplify financial services, advance financial access, and collaborate with a growing network of partners shaping India’s fintech landscape.

• Recognition That Matters – Your contributions won’t go unnoticed. We celebrate ownership, problem-solving, and the grit it takes to break new ground.