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Job details:
Job Title: Support & Onboarding Executive
Company: SMEPay
Location: Bangalore
Employment Type: Full-time
Role OverviewWe are looking for a proactive and customer-focused Support & Onboarding Executive who will be responsible for ensuring a smooth onboarding experience for new clients and providing ongoing support to existing users. This role requires strong communication skills, problem-solving ability, and a deep understanding of customer needs.
Key ResponsibilitiesOnboarding- Guide new customers through the onboarding process end-to-end
- Assist clients in account setup, KYC documentation, and product activation
- Educate users on SMEPay features and best practices
- Ensure quick and seamless go-live for new merchants
Customer Support- Act as the first point of contact for customer queries via calls, email, or chat
- Resolve issues related to transactions, accounts, and platform usage
- Escalate complex issues to relevant internal teams
- Maintain high customer satisfaction and response time standards
Relationship Management- Build strong relationships with clients to drive retention
- Proactively check in with users to ensure smooth usage
- Identify upsell or cross-sell opportunities and coordinate with sales
Process & Feedback- Maintain accurate records of customer interactions and onboarding status
- Gather customer feedback and share insights with product and operations teams
- Continuously improve onboarding and support processes
Requirements- Bachelor’s degree in Business, Commerce, or related field
- Fresher–2 years of experience in customer support, onboarding, or operations (preferably fintech/SaaS)
- Strong communication and interpersonal skills
- Problem-solving mindset with attention to detail
- Ability to handle multiple clients and tasks simultaneously
- Basic understanding of digital payments or fintech products is a plus
Key Skills- Customer-centric approach
- Communication & relationship management
- Time management
- Technical adaptability
- Conflict resolution
Success Metrics- Onboarding turnaround time
- Customer satisfaction (CSAT)
- First response & resolution time
- Customer retention rate
Why Join SMEPay- Opportunity to work in a fast-growing fintech environment
- Exposure to the SME ecosystem and digital payments
- Career growth in operations, customer success, and product.
Click on Apply to know more.