Senior Customer Support Advisor

Cheq Digital; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

CheQ Bengaluru is seeking a senior customer support executive to resolve complex queries via chat and call, acting as the SME and guiding newer advisors. The role requires handling escalations, ensuring CRM accuracy, and coordinating with operations, product, tech, and partners to resolve issues.

You will share customer insights to drive product and support process improvements, while thriving in a fast-paced fintech environment with rotational shifts and office-based work in Bengaluru.

Qualifications

• 3+ years in customer support handling chat and voice.
• Experience in fintech, BFSI, credit cards, lending or payments.
• Excellent English; fast and accurate typing for chat.
• Ability to handle escalations calmly and professionally.
• English and Hindi required.
• Office-based in Bangalore with rotational shifts.
• Experience as SME, mentor or quality analyst is a plus.

Responsibilities

• Handle customer queries over chat, call and email with empathy and clarity.
• Own escalated cases through to closure and keep CRM records accurate.
• Be the go-to expert on CheQ's products and processes, and guide newer advisors.
• Coordinate with operations, product, tech and partners to resolve issues, and flag recurring problems.
• Share customer insights to improve products and support processes.

Skills

English (spoken & written)

Hindi (required)

Strong typing

CRM handling

Tools

CRM software

Job description

What youll be doing

Join our dynamic team at CheQ, a leading player in the credit management industry. We're seeking talented individuals to fill the role of senior customer support executive who will be responsible for resolving complex customer queries over chat and call, act as the team's go-to SME expert, and help newer advisors deliver great support.

Responsibilities

• Handle customer queries over chat, call and email with empathy and clarity
• Own escalated cases through to closure and keep CRM records accurate
• Be the go-to expert on CheQ's products and processes, and guide newer advisors
• Coordinate with operations, product, tech and partners to resolve issues, and flag recurring problems
• Share customer insights to improve products and support processes

Requirements

• 3+ years of customer support experience handling both chat and voice (call) support
• Experience in fintech, BFSI, credit cards, lending or payments; fintech background strongly preferred
• Excellent spoken and written English; strong typing speed and accuracy for chat
• Proven ability to handle escalations and difficult customers calmly and professionally
• Good communication skills in English and Hindi (both are required).
• Comfortable handling voice, chat, and email support channels
• Must be located in Bangalore and ready to work from the office.
• Comfortable with rotational shifts and a 6-day work week.
• Prior experience as an SME, mentor, buddy or quality analyst

Why should you join CheQ

You own it, we trust you

Shape your work with freedom, deliver with ownership, backed by trust.

Bold, fast & human

We push boundaries together, and deliver with agility, rigor, and heart. Always looking out for one another.

Growth by osmosis

Learn directly from a stellar leadership team with rich, diverse backgrounds.

What you will not get

• Monotony : Work is dynamic, expect variety every day.
• Slow climbs : Growth here is about leaps, not ladders.
• Layers of red tape : We believe in speed, not bureaucracy.