Job Description: Customer Experience Associate / Senior Associate

Skydo is looking for a Customer Experience Associate / Senior Associate to join our Customer Experience team. This role will report to the Head of Customer Experience and will be responsible for embodying our customer obsession. Join us in delivering unparalleled service and support, ensuring every interaction reflects our dedication to customer satisfaction.

Key Responsibilities:

1. Serve as the primary point of contact for clients regarding cross-border payment inquiries, escalations, and issue resolution.
2. Provide timely and accurate assistance to clients via phone, email, and chat channels, addressing their queries and concerns effectively.
3. Collaborate closely with internal teams, including tech, operations, product, and compliance, to resolve complex client issues and improve overall service delivery.
4. Proactively identify opportunities to enhance the client experience and streamline support processes.
5. Maintain comprehensive knowledge of our products, services, and industry regulations to effectively support clients and provide informed guidance.
6. Assist in the development of support documentation, training materials, and knowledge base articles to facilitate client self-service and internal training initiatives.
7. Generate daily Management Information System (MIS) reports to track key operational metrics and performance indicators.

Qualification & Skills:

1. Bachelor’s degree in Business Administration, Finance, Engineering or a related field.
2. 2-4 years of experience in a customer support role, preferably within the financial services or fintech industry.
3. Exceptional communication skills, with the ability to articulate complex concepts clearly and concisely to both technical and non-technical audiences.
4. Proven track record of delivering high-quality customer service and effectively managing client relationships.
5. Detail-oriented with excellent problem-solving and analytical abilities.
6. Strong analytical skills with the ability to generate and interpret MIS reports.
7. Proficiency in Microsoft Office Suite, Ticketing and CRM softwares.
8. Fluency in English and Hindi is mandatory. Proficiency in additional regional languages is considered a strong asset.

Location: Bangalore (in-office), 5 day working week with rotational shifts

About Skydo:

Skydo is a fintech startup, solving B2B cross-border payments. We enable Indian exporters to receive payments from their foreign clients in a cost-effective, compliant, and seamless way.  We launched in Nov 2022 and are scaling fast with excellent customer satisfaction. We aspire to become the preferred payment option for Indian exporters and have an exciting vision to build a global payment platform.

Skydo is founded by Srivatsan Sridhar and Movin Jain and well-funded by leading venture capital funds such as Elevation Capital, and Better Capital to name a few. We look for passionate and hard-working colleagues with a willingness to thrive and grow in an early-stage startup environment. We actively work on creating an empowering, transparent, and fun work environment.