Operations Support Executive - Customer Experience

BCIndia; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Liberis is seeking a Customer Operations professional to own the merchant journey from onboarding through in-life support. You will be the main touchpoint for merchants, ensuring a delightful and friction-free experience.

In this fast-paced fintech role, you will resolve payment issues, collaborate with Sales and Underwriting, analyze data in Excel, and help shape product processes with customer feedback. The ideal candidate is proactive, detail-oriented, and fluent in English, comfortable with

Qualifications

• Fluent in English with excellent written and verbal communication.
• Experience in a customer experience role, ideally in financial services or fintech.
• Strong organisational skills and ability to multi-task.
• Attention to detail with a proactive problem-solving approach.
• Comfort with data and numbers in Excel to support investigations.
• Experience with Salesforce or similar CRM/ops systems.
• Collaborative mindset and ability to work independently during late shifts.

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 smooth merchant experience.
• Share customer feedback to improve product and processes.

Skills

English fluency

Customer experience

Organizational skills

Attention to detail

Problem solving

Collaboration

Tools

Salesforce

Excel

CRM tools

Job description

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.

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 support. 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 escalation when needed

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