User Operations Specialist - Gift City

Xflowpay; Gandhinagar; On-site; INR 650,000 - 950,000; Full time

Job summary

Xflow Global Payments IFSC Private Limited in Gandhinagar's GIFT City seeks a User Operations Specialist to manage onboarding, transaction monitoring, and user support. You will handle daily user interactions, unblock signups, and resolve issues to keep the Xflow platform running smoothly.

The role emphasizes collaboration with Risk & Compliance, SOP updates, and proactive issue resolution to improve user experience. Full-time on-site position based at GIFT City.

Qualifications

• User-first mindset and problem-solving attitude.
• Excellent written and verbal communication skills.
• Ability to probe deeply to find root causes of issues.
• Willingness to collaborate across teams to resolve problems.
• Ability to prioritize tasks and deliver with limited resources.
• Periodic on-call duty to support users.

Responsibilities

• Support onboarding, transactions, and user inquiries across the product range.
• Onboard new users according to SLA and SOPs.
• Troubleshoot and resolve user issues promptly.
• Coordinate with Risk & Compliance for due diligence and reviews.
• Update SOPs when required; report insights to product teams.
• Raise critical issues and insights to improve products and resolve user pain points.

Skills

User-first mindset

Excellent communication

Root cause analysis

Cross-functional collaboration

Prioritization

On-call readiness

Job description

We're looking for a User Operations Specialist to join Xflow Global Payments IFSC Private Limited , our IFSCA-regulated entity based in GIFT City. Xflow is building cross-border payments infrastructure that provides businesses access to global markets, starting with those in India and subsequently other parts of South & South East Asia. We are enabling users to accept and payout money globally in a simple, reliable, compliant, transparent and financially compelling manner.

The user operations specialist role spans across three broad areas - onboarding, transaction monitoring and user issues. The person hired for this role is expected to initially work across all three domains and specialize across one of them as the team grows.

Everyday new users sign up to use Xflow. This role will involve unblocking them so that they can start using Xflow product at the earliest. This critical role involves daily interactions with our users/partners and helping them with whatever they are stuck on.

What will you do

• Work across our product range supporting user onboarding, transactions and user support
• Onboarding new users as per SLA and following the SOPs laid out
• Troubleshoot and solve user issues
• Work with the Risk & Compliance teams in conducting customer due diligence, sanctions screening,and ongoing portfolio and transaction review.
• Ensure the SOPs are updated as & when required
• Bubble up critical issues/insights you gain from all user interactions at the proper forums to build impactful products/resolve existing issues.

Requirements

• User-first mindset and is excited by the challenge of solving complex problems
• Excellent communication skills, both written and verbal. You will be writing a lot of emails
• Comfortable asking why and going deep to find the root cause of a problem
• Enjoy learning about technology products and processesAble to get things done by working collaboratively with different teams
• Able to prioritize and focus on getting more done with fewer resources
• Periodic on call duty to support our users
• 2-5 years of experience

Location: This is a full-time, on-site role based at our GIFT City office.