Customer Success Specialist

Cobre; Goa; On-site; INR 420,000 - 780,000; Full time

Job summary

Cobre in Goa, India is seeking a Customer Success Specialist to support users and corporate clients across primary service channels, ensuring timely information and effective assistance for our fintech payments platform.

You will collaborate with cross-functional teams including KAM, operations and technology to map touchpoints, resolve issues, and continuously improve customer experience through data-driven insights and clear communications.

Qualifications

• Experience in roles focused on customer experience improvement.
• Basic programming knowledge.
• Experience with SQL for database management and manipulation.
• Experience with Postman for API testing.
• Familiarity with New Relic for application monitoring.
• Knowledge of Simetrik and Snowflake.
• Preferably with experience in fintech, technology companies, and/or payments.
• Excellent teamwork skills and ability to collaborate across teams.

Responsibilities

• Collaborate with the Customer Experience team to identify and resolve issues affecting customers.
• Use tools and technologies to analyze data and enhance the customer experience.
• Support new features and improvements in our systems.
• Contribute to the continuous improvement of our processes and technological tools.
• Act as the single point of resolution for the assigned customer and serve as an intermediary between the KAM, the customer, operations, and technology.
• Conduct in-depth analysis of customer needs and preferences.
• Provide continuous follow-up and swift issue resolution.
• Document all interactions to personalize future communications.
• Understand and map out the companies' touchpoints.

Skills

Customer experience improvement

Teamwork

Cross-team collaboration

Tools

SQL

Postman

New Relic

Simetrik

Snowflake

Job description

What is Cobre and what do we do?

Cobre is Latin America’s leading instant b2b payments platform. We solve the region’s most complex money movement challenges by building advanced financial infrastructure that enables companies to move money faster, safer, and more efficiently.

We enable instant business payments—local or international, direct or via API—all from a single platform.

Built for fintechs, PSPs, banks, and finance teams that demand speed, control, and efficiency. From real-time payments to automated treasury, we turn complex financial processes into simple experiences.

Cobre is the first platform in Colombia to enable companies to pay both banked and unbanked beneficiaries within the same payment cycle and through a single interface.

We are building the enterprise payments infrastructure of Latin America!

What we are looking for:

As a Customer Success Specialist, you will be responsible for providing support to users and/or corporate clients through the main customer service contact channels, delivering the requested information and offering assistance related to our products. You will also maintain constant communication with the leader to ensure proper alignment of objectives.

What would you be doing:

• Collaborate with the Customer Experience team to identify and resolve issues affecting customers.
• Use tools and technologies to analyze data and enhance the customer experience.
• Support new features and improvements in our systems.
• Contribute to the continuous improvement of our processes and technological tools.
• Act as the single point of resolution for the assigned customer and serve as an intermediary between the KAM, the customer, operations, and technology.
• Conduct in-depth analysis of customer needs and preferences.
• Provide continuous follow-up and swift issue resolution.
• Document all interactions to personalize future communications.
• Understand and map out the companies' touchpoints.

What do you need:

• Previous experience in roles related to customer experience improvement and management.
• Basic knowledge of programming.
• Experience in SQL for database management and manipulation.
• Experience with Postman for API testing.
• Familiarity with New Relic for application monitoring.
• Knowledge of Simetrik and Snowflake.
• Preferably with experience in fintech, technology companies, and/or payments.
• Excellent teamwork skills.
• Ability to collaborate effectively with different teams and areas within the company.