Customer Success & Onboarding Executive

We are looking for a detail-oriented and customer-focused Customer Success & Onboarding Executive with experience in fintech, financial services, or payment support operations. The ideal candidate will handle end-to-end onboarding, verify financial documents, manage payment processes, and provide timely support to customers and internal teams.

This role requires strong communication skills, process ownership, and the ability to work in a fast-paced, compliance-driven environment.

Key Responsibilities

• Guide new customers through the onboarding process and ensure smooth adoption of the platform.
• Coordinate with internal teams to resolve onboarding issues or pending documentation.
• Ensure onboarding SLAs are met and maintain high customer satisfaction.
• Monitor and manage payment transactions, settlements, and payouts.
• Troubleshoot failed, delayed, or disputed payments and coordinate resolution with finance or banking partners.
• Support reconciliation activities and ensure payment accuracy.
• Provide clear communication to customers regarding payment status or issues.
• Handle customer queries related to onboarding, payments, settlements, delays, or documentation.
• Generate daily/weekly onboarding and payment reports for internal stakeholders.
• Identify recurring issues and suggest process improvements.
• Work closely with the finance, product, and operations teams to ensure seamless customer experience.

Key Skills Required

• 1–3 years of experience in fintech, financial services, payments, banking operations, or support roles.
• Strong understanding of KYC, payments, settlements, and financial verification processes.
• Ability to manage customers professionally and empathetically.
• Attention to detail and strong problem-solving abilities.
• Comfortable working in fast-paced and process-driven environments.
• Proficiency in tools like CRM systems, spreadsheets, ticketing tools (Freshdesk/Zendesk), and basic Excel.

Preferred Qualifications

• Bachelor’s degree in Finance, Commerce, Business Administration, or related fields.
• Experience with UPI, payment gateways, reconciliation, settlements, or merchant onboarding.
• Exposure to customer support in fintech companies is a strong advantage.