Customer Success Associate

4 days ago

Bengaluru, India Upswing Financial Technologies Full time

At
Upswing Financial Technologies
, we are building the rails for open banking in India, powering seamless financial products for millions — right inside the apps they already love.

We are a passionate and self-driven team of thinkers working to connect the traditional financial sector with financial innovators through a simple and powerful banking-as-a-service (BaaS) platform. As a dynamic and rapidly growing organisation, we are focused on revolutionising the financial industry. Our innovative solutions combine cutting-edge technology with a customer-centric approach, enabling businesses to deliver streamlined financial services.

Join us as a
Customer Success Associate
, where you'll be the trusted partner contact—delivering timely support, driving satisfaction, and championing the customer voice.

What will you do?

  • Own and manage the primary chat support channel for our partners, ensuring timely, accurate, and empathetic responses.
  • Serve as the primary point of contact for partner inquiries, building strong, trust-based relationships. Act as a liaison between Upswing and our partners to ensure support protocols are aligned, efficient, and deliver a consistent brand experience to the end consumer.
  • Monitor support queues and metrics (e.g., response time, resolution rate, CSAT) to maintain a high standard of service.
  • Analyse support ticket data, chat transcripts, and partner feedback to identify trending issues, customer pain points, and root causes.
  • Proactively provide structured feedback and recommendations to our Product and Engineering teams to drive product improvements, reduce ticket volume, and enhance the overall user experience.
  • Champion the voice of the partner and the end customer, within our organisation.

What do you bring?

  • 3–5 years of proven experience in customer support, ideally in a partner-facing environment.
  • Exceptional communication skills, with a knack for crafting clear, concise, and helpful responses in a real-time chat environment.
  • Demonstrated experience in developing and documenting processes, playbook, or SOPs.

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