Peko
Website:
peko.one
Job details:
Company: Peko Payments Private Limited
Role: Customer Support Executive
Location: Remote (Work from Home)
Employment Type: Full-time
Shift: Rotational shifts (including nights & weekends)
About
Peko Payments Private Limited is a fast-growing fintech company providing an all-in-one platform that helps businesses manage payments, expenses, payroll, travel, and operational workflows from a single dashboard. Founded in 2022, Peko enables SMEs and global businesses to automate financial operations and improve efficiency through technology-driven solutions. As we continue expanding globally, we are looking for Customer Support Executives who can deliver exceptional customer experience and help support our growing customer base.
Role Overview
We are seeking proactive and customer-focused professionals to handle customer queries across email, chat, WhatsApp, and calls. This role is critical in ensuring seamless customer experience and timely issue resolution. This position is ideal for candidates with experience in Fintech, SaaS, Payments, or Tech support environments.
Key Responsibilities
- Handle customer queries via Email, Chat, WhatsApp, and Calls
- Provide accurate and timely resolutions
- Maintain professional and empathetic communication
- Resolve customer issues end-to-end
- Follow defined SOPs and workflows
- Escalate complex issues to Product, Tech, or Operations teams
- Coordinate internally for issue closure
- Document interactions in CRM tools (Zoho Desk, Zendesk, Freshdesk, etc.)
- Maintain proper ticket hygiene and case notes
- Ensure SLAs, TAT, and quality standards are met
- Assist customers with account, transaction, and product queries
- Provide platform navigation support
- Perform basic troubleshooting
Performance Metrics
- Response Time
- Resolution Time
- Customer Satisfaction (CSAT)
- Quality Score
- Ticket Accuracy
Required Skills and Experience
Mandatory:
- Minimum 1 year experience in Customer Support / Operations Support
- Experience in Email and Chat Support
- Excellent written and verbal communication skills
- Ability to work in rotational shifts
- Strong problem-solving skills
Preferred:
- Experience in Fintech, SaaS, or Payments industry
- Experience using CRM tools (Zoho Desk, Zendesk, Freshdesk)
- Experience supporting international customers
What We Offer
- Fully remote role
- Opportunity to work in a fast-growing global fintech company
- Career growth in CX, Operations, and Product Support
- Exposure to international customers
How to Apply
Interested candidates can apply by sending their updated resume to hr@peko.one with the subject line:
Application for Customer Support Executive – [Your Name]
Click on Apply to know more.