Customer Support Specialist

About PaySprint PaySprint is a B2B Banking FinTech company transforming financial services through cutting edge solutions in banking, payments, and verification. With 15+ industry accolades, including "Best Fintech Startup" and "Open API of the Year," we are a rapidly growing startup making a meaningful impact in the fintech space. Our flagship products—SprintOPN, SprintNXT, SprintVerify, and SprintEXcrow—empower businesses to streamline payments, simplify verification, and secure high-value transactions. At the core is our Unified Open API Platform, designed to reduce operational complexity and provide a seamless experience for developers and partners. With over 200 APIs and 1,000+ active partners, we're bridging the gap between businesses, banks, and customers—especially in underserved regions. From flexible banking partnerships to round-the- clock support and smooth digital onboarding, PaySprint ensures a reliable and frictionless experience for all stakeholders. For more information about our products, values, and team, please visit our website: paysprint.in Role Overview We are seeking a proactive and customer-focused Customer Support Specialist / Manager to deliver exceptional service through calls, chats, and emails. The ideal candidate will take complete ownership of customer issues, ensuring timely and accurate resolutions while collaborating with internal teams to drive customer satisfaction. This role emphasizes quality communication, customer advocacy, and continuous improvement, directly contributing to NPS and overall customer delight. Roles and Responsibilities • Handle customer queries and requests via phone, email, and chat, ensuring first-contact resolution wherever possible. • Provide accurate, clear, and timely responses to customers across all communication channels. • Take full ownership of customer issues from initiation to resolution, maintaining accountability throughout the process. • Coordinate with cross-functional teams (Tech, Operations, Compliance, Product) to manage escalations and deliver effective solutions. • Ensure service level agreements (SLAs) for response and resolution times are consistently met. • Maintain high standards of communication, professionalism, and empathy in all customer interactions. • Act as a customer advocate, promoting trust and ensuring positive support experiences. • Capture and share Voice of Customer (VoC) insights to support continuous improvement initiatives. • Identify recurring issues, process gaps, and opportunities for improvement in support workflows. • Contribute to the maintenance and enhancement of the internal knowledge base, FAQs, and training materials. • Use CRM and ticketing tools (e.g., Zoho) to log and manage customer interactions accurately. • Prepare and analyze reports using Excel and other tools to track support metrics, trends, and customer satisfaction levels. • Share insights and recommendations to improve NPS, service quality, and customer experience. Key Skills & Competencies • Excellent communication and interpersonal skills (verbal and written). • Strong problem-solving and customer handling abilities. • Calm, empathetic, and professional demeanor under pressure. • Proficiency in Excel (reports, pivot tables, lookups, data analysis). • Familiarity with CRM platforms (preferably Zoho) and support ticketing tools. • Strong ownership mindset with attention to detail and process adherence. Qualifications & Experience • Bachelor's degree in any discipline. • 1–2 years of experience in Customer Support or Customer Success (preferably in Fintech, SaaS, or Service industries). • Experience in handling voice, chat, and email-based customer interactions. • Strong understanding of customer service principles and best practices. Why Work With PaySprint? • High-Impact Growth – Join a fast-scaling startup where your work directly drives innovation and helps shape the future of financial services. • Learn & Level Up – Master new skills through cross-functional projects, surrounded by a team that thrives on curiosity, feedback, and continuous improvement. • Build With Purpose – Help simplify financial services, advance financial access, and collaborate with a growing network of partners shaping India's fintech landscape. • Recognition That Matters – Your contributions won't go unnoticed. We celebrate ownership, problem-solving, and the grit it takes to break new ground.