Senior Customer Care Advisor

circle; India; On-site; INR 900,000 - 1,350,000; Full time

Job summary

Circle, an internet financial platform, seeks an experienced Customer Support/Success specialist for its Bangalore office. You will own complex issues, partner with cross-functional teams, and help scale our 24/7 global support operations.

Responsibilities include resolving escalations, developing product expertise, and contributing to process improvements while delivering exceptional customer experiences with empathy and professionalism.

Qualifications

• 4+ years of experience in a fast-paced global customer support or customer success organization.
• Bachelor's degree or equivalent practical experience.
• Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly.
• Passion for delivering exceptional customer experiences with empathy, professionalism, and a customer-first mindset.
• Strong analytical and problem-solving skills with the ability to prioritize, investigate, and resolve issues independently.
• Experience using customer support platforms such as Zendesk, Salesforce, or similar case management systems.
• Experience collaborating cross-functionally with Product, Engineering, Compliance, Operations, or other technical teams.
• Availability to participate in on-call rotations and provide weekend or holiday coverage as needed.

Responsibilities

• Resolve complex customer issues escalated through support channels, ensuring timely resolution within defined service levels.
• Develop deep expertise in Circle's products, APIs, and the USDC ecosystem to effectively troubleshoot customer issues.
• Partner with Product, Engineering, Compliance, Partner Management, and Business Development to investigate and resolve technical and operational issues.
• Serve as a trusted advisor by delivering clear, empathetic, and proactive customer communication throughout the support lifecycle.
• Validate, investigate, and complete customer escalations while participating in incident management and customer impact communications.
• Improve operational processes, documentation, and cross-training programs to increase team efficiency, consistency, and support quality.
• Identify opportunities to improve tooling, automation, and workflows that help scale global support operations.
• Contribute to departmental OKRs by meeting service level objectives and delivering high-quality operational outcomes.
• Participate in on-call rotations and provide weekend or holiday coverage as needed to support Circle's global customers.

Skills

Customer support

Cross-functional collaboration

Analytical thinking

Clear communication

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce

Job description

Circle (NYSE: CRCL) is one of the world's leading internet financial platform companies, building the foundation of a more open, global economy through digital assets, payment applications, and programmable blockchain infrastructure. Circle's platform includes the world's largest regulated stablecoin network anchored by USDC, Circle Payments Network for global money movement, and Arc, an enterprise-grade blockchain designed to become the Economic OS for the internet. Enterprises, financial institutions, and developers use Circle to power trusted, internet-scale financial innovation. Learn more at circle.com .

What you'll be part of:

Circle is committed to visibility and stability in everything we do. As we grow as an organization, we're expanding into some of the world's strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by our company values : High Integrity, Future Forward, Multistakeholder, Mindful, and Driven by Excellence. We have built a flexible work environment where new ideas are encouraged and everyone is a stakeholder.

What you'll be responsible for:

You’ll be part of Circle's global Customer Experience organization, delivering exceptional support to customers around the world and helping them maximize the value of Circle's products and services. You’ll own complex customer issues from investigation through resolution, serving as a trusted advisor while delivering an outstanding customer experience. Working closely with Product, Engineering, Compliance, Partner Management, and Business Development, you’ll resolve technical and operational challenges, improve support processes, and help scale our 24/7 global support operation through operational excellence and continuous improvement.

What you'll work on:

• Resolve complex customer issues escalated through support channels, ensuring timely resolution within defined service levels.
• Develop deep expertise in Circle's products, APIs, and the USDC ecosystem to effectively troubleshoot customer issues.
• Partner with Product, Engineering, Compliance, Partner Management, and Business Development to investigate and resolve technical and operational issues.
• Serve as a trusted advisor by delivering clear, empathetic, and proactive customer communication throughout the support lifecycle.
• Validate, investigate, and complete customer escalations while participating in incident management and customer impact communications.
• Improve operational processes, documentation, and cross-training programs to increase team efficiency, consistency, and support quality.
• Identify opportunities to improve tooling, automation, and workflows that help scale global support operations.
• Contribute to departmental OKRs by meeting service level objectives and delivering high-quality operational outcomes.
• Participate in on-call rotations and provide weekend or holiday coverage as needed to support Circle's global customers.

What you'll bring to Circle:

Core Requirements

• 4+ years of experience in a fast-paced global customer support or customer success organization.
• Bachelor's degree or equivalent practical experience.
• Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly.
• Passion for delivering exceptional customer experiences with empathy, professionalism, and a customer-first mindset.
• Strong analytical and problem-solving skills with the ability to prioritize, investigate, and resolve issues independently.
• Experience using customer support platforms such as Zendesk, Salesforce, or similar case management systems.
• Experience collaborating cross-functionally with Product, Engineering, Compliance, Operations, or other technical teams.
• Experience improving operational processes, documentation, and knowledge management in a fast-paced environment.
• Availability to participate in on-call rotations and provide weekend or holiday coverage as needed.

Preferred Requirements

• Experience supporting fintech, payments, digital assets, or financial services products.
• Experience using data, logs, or analytics tools to investigate and troubleshoot customer issues.
• Experience mentoring teammates or contributing to team enablement initiatives.
• Multilingual communication skills.

This role is based in our Bangalore office and requires employees to work from the office on a regular basis.

Circle is on a mission to create an inclusive financial future, with transparency at our core. We consider a wide variety of elements when crafting our compensation ranges and total compensation packages.

Starting pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations.

We are an equal opportunity employer . We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orienta