Customer Support Representative

Role: Customer Success Associate

Location
Ahmedabad (GIFT City) – Work from Office (Candidates should be willing to relocate to Ahmedabad if outside Ahmedabad)

About the Role
We are looking for a detail-oriented and customer-focused Customer Success & Operations Executive to join our growing team. This role combines customer support excellence with operational responsibilities, including AML reviews, background verification, KYC validation, and account onboarding processes.

The ideal candidate is highly analytical, possesses strong attention to detail, communicates effectively with customers, and takes ownership of resolving issues. They should be eager to learn, adaptable to evolving regulatory requirements, and passionate about delivering a seamless customer experience.

Key Responsibilities

Customer Success & Client Support
• Serve as the primary point of contact for customer queries, requests, complaints, and feedback through calls, emails, and messaging channels.
• ⁠Guide customers through account opening, onboarding, verification, and platform-related processes.
• ⁠Take ownership of customer issues from initiation to resolution, coordinating with internal teams where required.
• ⁠Maintain high service standards and ensure timely, accurate, and empathetic responses.
• ⁠Build and maintain strong customer relationships to enhance satisfaction and retention.
• ⁠Gather customer feedback and identify recurring issues or improvement opportunities for internal teams.

Operations, AML & Compliance
• Conduct AML, KYC, sanctions, and background verification checks as part of the account onboarding and review process.
• ⁠Review customer documentation and perform due diligence in accordance with internal policies and regulatory requirements.
• ⁠Investigate alerts, discrepancies, and risk indicators, escalating cases when necessary.
• ⁠Maintain accurate records of customer information, verification outcomes, and operational activities.
• ⁠Ensure adherence to compliance procedures and operational controls while maintaining turnaround times.
• ⁠Support ongoing monitoring and periodic review activities for existing customers.

Process Excellence
• Identify opportunities to improve operational efficiency and customer experience.
• ⁠Maintain accuracy and consistency while handling large volumes of data and customer records.
• ⁠Collaborate with cross-functional teams including Compliance, Operations, Product, and Customer Success.
• ⁠Stay updated on regulatory developments, AML best practices, and company processes.

Qualifications & Experience
• Bachelor's degree in any discipline.
• ⁠1–3 years of experience in Customer Success, Customer Support, Operations, KYC, AML, Compliance, Financial Services, Fintech, or related fields.
• ⁠Experience conducting AML reviews, KYC verification, due diligence, or background checks will be preferred.
• ⁠Strong attention to detail and ability to identify inconsistencies or potential risk indicators.
• ⁠Excellent verbal and written communication skills.Strong problem-solving and investigative mindset.
• ⁠Ability to manage multiple priorities while maintaining accuracy.
• ⁠Comfortable working in a fast-paced, process-driven environment.
• ⁠Proficient in using customer support and operational tools.

What We're Looking For
• Exceptional attention to detail.
• ⁠Strong ownership and accountability.
• ⁠Customer-first mindset.
• ⁠High ethical standards and integrity.
• ⁠Curiosity and willingness to learn.
• ⁠Ability to work collaboratively across teams.
• ⁠Professional and confident communication skills.

Why Join Us?
• Be part of a high-impact Customer Success & Operations team in a fast-growing fintech environment.
• ⁠Gain exposure to AML, compliance, customer success, and operational excellence.
• ⁠Work closely with cross-functional teams and contribute to improving customer experience and operational processes.
• ⁠Opportunities for continuous learning and professional growth.