Customer Operations Specialist

Novatus; India; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Private Medical Insurance

Life Insurance

Unum Help@Hand

Salary sacrifice childcare

Employee Assistance Programme

Parental leave sponsorship

Professional qualification sponsorship

Career progression

Holiday entitlement

Flexible hours

Volunteering leave

Gym discounts

Bi-annual socials

Office snacks

Interest-based groups

Job summary

Novatus is seeking a Customer Support Specialist in India to manage BAU client support, triage requests, and ensure timely resolution. You will liaise with Onboarding and Engineering teams, analyze ticket trends, and maintain proactive client relationships. A financial background or FinTech exposure is highly desirable.

The role emphasizes strong communication, problem-solving, and a proactive, process-driven approach within a fast-paced environment.

Qualifications

• Client-facing experience in financial services, fintech, or technical support environments is essential.
• Strong analytical ability with problem-solving and pattern recognition.
• Exceptional written and verbal communication; ability to explain complex issues to non-technical stakeholders.
• Operational discipline: manage multiple tickets, prioritize, and follow defined processes.

Responsibilities

• Serve as the first point of contact for BAU client requests; triage, prioritise, and escalate issues as needed.
• Analyse ticket trends to identify recurring patterns and potential product issues.
• Maintain ongoing client relationships through regular communications, updates, and calls.
• Coordinate with Onboarding and Engineering teams to resolve complex issues smoothly.
• Execute operational processes, including BAU pipelines and routine tasks per procedures.
• Monitor SLA compliance and proactively elevate risks for timely responses.
• Document processes and contribute to knowledge bases and continuous improvement.

Skills

Client facing experience

Analytical ability

Exceptional communication

Operational discipline

Technical literacy

Collaboration across teams

Proactivity

Financial acumen (preferred)

Tools

SaaS platforms

FinTech systems

Job description

Job Overview

The Customer Support Specialist is responsible for managingEn>ACT BAU client support, triaging incoming requests, and ensuring timely resolution. Acting as the primary point of contact for clients in BAU, the role requires strong analytical skills to understand client issues and internal processes, coupled with exceptional written and verbal communication to maintain professional and proactive client relationships. A financial background and understanding of financial instruments, transactions, and regulatory reporting requirements would be highly desirable, however we also encourage product support professionals from a FinTech or RegTech background to apply.

Key Responsibilities

• Serve as the first point of contact for BAU client requests: triage, prioritise, and elevate issues as needed.
• Analyse ticket trends to identify recurring patterns, operational inefficiencies, or potential product issues.
• Maintain ongoing client relationships through regular communications, updates, and calls.
• Coordinate with Onboarding and Engineering teams to ensure smooth resolution of complex issues.
• Execute operational processes, including running and validating BAU pipelines or other routine tasks, according to defined procedures.
• Monitor SLA compliance and proactively elevate risks to ensure timely responses.
• Document processes, maintain knowledge bases, and contribute to continuous improvement initiatives.

About You

• Client facing experience: previous experience in client-facing or operational roles in financial services, fintech, or technical support environments essential.
• Exposure to financial processes, instruments, or regulatory reporting is advantageous.
• Analytical ability: Strong problem-solving and pattern recognition skills.
• Client communication: Exceptional written and verbal skills; ability to explain complex issues clearly to non-technical stakeholders.
• Operational discipline: Capable of managing multiple tickets and tasks simultaneously, prioritising effectively, and following defined processes.
• Technical literacy: Comfortable understanding technical systems; experience with SaaS, fintech, or operational platforms advantageous.
• Collaboration: Works effectively across teams (Onboarding, Engineering, Regulatory Intelligence) to ensure client satisfaction.
• Proactivity: Anticipates client issues and takes action before problems elevate.
• Financial acumen (preferred): Understanding of financial instruments, transactions, and regulatory reporting requirements to support clients effectively.

Key Behaviours

• Empathetic and professional client engagement.
• Strong investigative and problem-solving mindset.
• Adaptable to fast-paced, changing environments.
• Commitment to accuracy, documentation, and process compliance.

Why Join Us?

Work Across Disciplines

You won’t be confined to a single track- you will develop a broader skillset across our capabilities and offerings.

Solve Problems that Matter

Work on complex challenges, where your thinking, analysis, and execution have real impact.

Flat, Visible, Collaborative

We keep the structure flat, so you can collaborate directly with senior leaders and experienced specialists. Your work is visible, your perspectives are valued, and you will see the impact of your contributions every day.

A Place for Builders

This is a great place for people who enjoy driving results and taking ownership. If you are driven to add value and help grow our business, you will enjoy a rewarding experience that recognises your contributions.

Perks & Benefits

• Private Medical Insurance (via AXA): includes mental health, dental, vision, and private GP access

• Life Insurance - 4× salary (via Unum)

• Unum’s Help@Hand: includes GP access, medical second opinions, physiotherapy, lifestyle coaching, savings and discounts, mental health support, bereavement counselling, and cancer support services for you, your partner, and your child(ren)

• Salary sacrifice childcare and nursery scheme (via YellowNest)

• Employee Assistance Programme

• Enhanced parental leave (maternity & paternity)

• Professional qualification sponsorship

• Accelerated career progression based on readiness and performance, not tenure or time spent in role

• Holiday entitlement increases with tenure

• Flexible hours with core collaboration time

• Paid volunteering leave

• Gym & fitness discounts

• Bi-annual socials

• Office snacks and drinks

• Interest-based working groups to collaborate and innovate

Novatus’ Equal Opportunities Statement

Novatus is an Equal Opportunity Employer. All employment decisions are made based on business needs, role requirements, and individual qualifications, without regard to race, age, religion or belief, sex, sexual orientation, gender identity or expression, marital or civil partnership status, pregnancy or maternity, socioeconomic background, disability, or any other characteristic protected under the Equality Act 2010.

We maintain a workplace culture that is inclusive, respectful, and supportive. Our recruitment and selection processes are designed to ensure fairness and consistency for all candidates.

Reasonable adjustments are available throughout the application and interview process, and candidates are encouraged to contact Human Resources to discuss any specific requirements.

This commitment is embedded in all aspects of our employment practices, including recruitment, compensation, professional development, promotion, and workplace conduct.