Customer Success Associate

Skydo; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Skydo is searching for a Customer Experience Associate to join our Customer Experience team in Bangalore. You will embody our customer obsession, delivering exceptional service across channels and collaborating with internal teams to resolve complex client issues.

The role reports to the Head of Customer Experience and focuses on maintaining a high standard of client satisfaction while contributing to process improvements and documentation for self-service and training.

Qualifications

• Bachelor's degree in Business Administration, Finance, Engineering or a related field.
• 2-4 years of experience in a customer support role, preferably within fintech.
• Excellent communication skills in English and Hindi; additional languages are a plus.

Responsibilities

• Serve as the primary contact for cross-border payment inquiries, escalations and resolution.
• Provide timely assistance via phone, email, and chat to address queries effectively.
• Collaborate with tech, operations, product and compliance to resolve issues and improve service.
• Identify opportunities to enhance the client experience and streamline support processes.
• Maintain knowledge of products and regulations to guide clients effectively.
• Assist in creating support docs, training materials and knowledge base articles.
• Generate MIS reports to track key metrics and performance indicators.

Skills

Customer support

Communication

MIS reports

CRM software

Microsoft Office

English

Hindi

Education

Bachelor's degree

Tools

Ticketing systems

CRM software

MS Office

Job description

Behind every Indian business going global is money they worked hard to earn. But when it's time to get paid, they wait days and lose 3-7% of their revenue to hidden forex markups and fees nobody explains, just to receive what's already theirs.

We're fixing this. Skydo gives exporters flat fees, zero forex markup, settlement in hours, and compliance that's handled for them from start to finish.

Join us and help millions of ambitious businesses get paid the way they deserve.

About the Job:

Skydo is looking for a Customer Experience Associate to join our Customer Experience team. This role will report to the Head of Customer Experience and will be responsible for embodying our customer obsession. Join us in delivering unparalleled service and support, ensuring every interaction reflects our dedication to customer satisfaction.

What you will do:

• Serve as the primary point of contact for clients regarding cross-border payment inquiries, escalations, and issue resolution.
• Provide timely and accurate assistance to clients via phone, email, and chat channels, addressing their queries and concerns effectively.
• Collaborate closely with internal teams, including tech, operations, product, and compliance, to resolve complex client issues and improve overall service delivery.
• Proactively identify opportunities to enhance the client experience and streamline support processes.
• Maintain comprehensive knowledge of our products, services, and industry regulations to support clients and provide informed guidance effectively.
• Assist in the development of support documentation, training materials, and knowledge base articles to facilitate client self-service and internal training initiatives.
• Generate daily Management Information System (MIS) reports to track key operational metrics and performance indicators.

You're a good fit if you have:

• Bachelor's degree in Business Administration, Finance, Engineering or a related field.
• 2-4 years of experience in a customer support role, preferably within the financial services or fintech industry.
• Exceptional communication skills, with the ability to articulate complex concepts clearly and concisely to both technical and non-technical audiences.
• Detail-oriented with excellent problem-solving and analytical abilities.
• Strong analytical skills with the ability to generate and interpret MIS reports.
• Proficiency in Microsoft Office Suite, Ticketing and CRM softwares.
• Fluency in English and Hindi is mandatory. Proficiency in additional regional languages is considered a strong asset.

The mindset we're seeking:

• You're deeply customer-centric and genuinely care about delivering a seamless experience in every interaction.
• You take ownership, communicate with empathy, and stay composed while handling escalations and complex customer issues.

Location: Bangalore (in-office), 5-day working week with rotational shifts