Customer Experience Associate

Zolve Innovations; Bengaluru; On-site; INR 420,000 - 560,000; Full time

Job summary

Zolve Innovations in Bengaluru is seeking a Customer Experience Associate to bridge customers and product, taking ownership of issues and using interactions to drive product improvements.

You will support customers across Chat, Voice, and Email with empathy, identify gaps, feed feedback to Product, Engineering, and Risk teams, and help create internal docs and test new features.

Qualifications

• Bachelor’s degree in any field.
• 1–2 years in Customer Support, CX, or Operations.
• Experience in Fintech, Banking, or US-based Financial Services is a plus.
• Excellent written and verbal English skills are required.
• Familiarity with CRMs like Zendesk, Freshdesk, Salesforce, or Kapture.

Responsibilities

• Deliver excellence by supporting customers across Chat, Voice, and Email with empathy and urgency.
• Problem solve by identifying root causes and gaps, not just symptoms.
• Influence product by providing structured feedback to Product, Engineering, and Risk teams.
• Data-driven analysis of support trends to drive business improvements.
• Process growth through internal documentation, automation ideas, and feature testing.

Skills

Communication

Problem solving

Ownership mindset

Data-driven

Education

Bachelor's degree

Tools

Zendesk

Freshdesk

Salesforce

Kapture

Job description

About Zolve
At Zolve, Customer Experience is a strategic partner in building products. We dont just resolve tickets; we identify patterns, solve root causes, and influence change. We are looking for Builders, not Ticket Closers.

The Role
As a Customer Experience Associate, you will be the bridge between our customers and our product. You will take complete ownership of customer issues and use those interactions to drive product improvements.

What You Will Do:

• Deliver Excellence: Support customers across Chat, Voice, and Email with empathy and urgency.
• Problem Solve: Identify underlying product/process gaps rather than just resolving immediate symptoms.
• Influence Product: Act as the "Voice of the Customer" by providing structured feedback to Product, Engineering, and Risk teams.
• Data Driven: Analyze support trends and interaction data to recommend meaningful business improvements.
• Process Growth: Create internal documentation, suggest automation, and participate in new feature testing.

What We're Looking For:

• Education: Bachelor’s degree in any field.
• Experience: 1-2 years in Customer Support, CX, or Operations.
• Preferred Background: Experience in Fintech, Banking, or US-based Financial Services is a huge advantage.
• Communication: Excellent written and verbal English skills are non-negotiable.
• Tools: Familiarity with CRMs like Zendesk, Freshdesk, Salesforce, or Kapture.
• Mindset: A "think like an owner" attitude and a passion for fast-paced startup environments.

Why Join Us?

• Directly influence the product roadmap of a global Fintech.
• Collaborative work environment with exposure to Engineering and Product teams.
• Fast-tracked career growth for high performers.