Operations Support Executive - Customer Experience

Liberis; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

Liberis, a fintech company enabling small businesses, seeks an Operations Support Executive to own the merchant journey from onboarding to in-life support. You will ensure a delightful, friction-free experience for merchants in a dynamic environment.

Key tasks include handling merchant queries via email and live chat, resolving payment-related issues, and collaborating with Sales and Underwriting to maintain a smooth experience. You will also feed back customer insights to refine products.

Qualifications

• Fluent in English with excellent written and verbal communication.
• Experience in a customer experience role, preferably in fintech or financial services.
• Excellent organisational skills with the ability to prioritise multiple tasks in a fast-paced environment.
• Proactive problem-solving and attention to detail.
• Proficient in Excel for data analysis and investigations.
• Experience using CRM/ops tools such as Salesforce.
• Collaborative mindset and ability to support colleagues.
• Comfortable working independently during late shifts, following guidance as needed.

Responsibilities

• Be the main point of contact for our merchants.
• Own digital customer queries end-to-end via email and live chat.
• Investigate and resolve payment-related issues.
• Work with Sales, Underwriting and other teams to ensure a smooth merchant experience.
• Convey customer feedback to help improve products and processes.

Skills

English communication

Excel data handling

CRM systems

Collaboration

Attention to detail

Late-shift availability

Tools

Salesforce

Job description

Operations Support Executive - Customer Experience

About Liberis:

Liberis is on a mission to supercharge the power of small businesses all over the world - delivering the financial products they need to grow through a network of global partners.Before all else, Liberis is a technology company, connecting finance with small businesses.We use data to help partners understand their customers’ real time needs and tech to offer tailor-made funding and financial products. Empowering small businesses to grow and keep their independent spirit alive is central to our vision.Up to now we have funded almost 40,000 small businesses with over $1.5bn - but we believe there is much more to be done.

The Role:

Customer Operations sits at the heart of Liberis. We own the merchant journey from onboarding through to in-life suppo rt. Your work ensures our merchants enjoy a delightful and friction-free experience.

What you’ll be doing:

• Be the main point of contact for our merchants
• Own digital customer queries end-to-end via email and live chat
• Investigate and resolve payment-related issues
• Work closely with Sales, Underwriting and other teams to ensure a smooth merchant experience
• Share customer feedback to help improve our product and processes

What we are looking for:

• Fluent in English with excellent written and verbal communication skills
• Previous experience in a customer experience role - ideally in financial services or fintech (though not essential)
• Excellent organisational skills with the ability to prioritise and handle multiple tasks in a fast-paced environment
• Strong attention to detail and a proactive approach to problem-solving
• Comfortable working with data and numerical information in Excel to support investigations and reporting
• Skilled in using modern business tools (Salesforce or similar CRM/ops systems)
• Collaborative mindset and a genuine interest in helping colleagues succeed
• Comfortable working independently during late-shift hours, with the judgement to follow guidance, manage priorities and elevate when needed

Liberis is an equal opportunities employer. We welcome applications from all candidates, including individuals with disabilities and provide reasonable adjustments as required.