Customer Support Associate at Aspora

ABOUT ASPORA People on the move deserve a bank that moves with them. Since 2022, Aspora has been building a borderless financial operating system that makes money as mobile and transparent as its users. Backed by influential venture capitalists like Sequoia Capital, Greylock Partners, Hummingbird Ventures, Y Combinator & Global Founders Capital. We're a team of 75+ across India, the UK, the UAE, EU and the US, working with extreme ownership, radical candour, and an obsession with customer impact. We celebrate builders who question assumptions, ship fast, and turn regulatory complexity into elegant solutions. If you’re driven to redefine what global banking can be, we’d love to build the future with you. About the Role At Aspora, we are committed to creating a lasting, positive experience for our global user base. As a Customer Support Associate, you will be the vital link connecting Aspora with its valued users. Your role will ensure every interaction is clear, warm, and efficiently resolves problems, building trust and solidifying Aspora as a dependable financial partner. This is a role in a fast-scaling startup, disrupting legacy fintech across multiple products. The journey is challenging, dynamic, and rapidly evolving – as all groundbreaking products are. Apply only if you are ready to embrace the challenge, adapt to constant change, take ownership to fix what doesn't work, and stay fully committed to building something extraordinary with us. Location: In-Person, Bangalore Shift: Rotational Shift (including night shift , 24/7 support), 6-day work week What You’ll Own - User Support: Serve as the primary contact for users across various channels (calls, chat, E-mail), managing queries, resolving issues, and ensuring satisfaction. - Cross-functional Collaboration: Work with internal teams to address user concerns, gather feedback and provide accurate resolutions. - Feedback Loop: Identify common user issues and contribute to preemptive solutions, enhancing our product and overall user experience. What We Need - 3 to 5 years of experience in a customer-centric role, preferably within the Fintech or Payments industry. - Exceptional communication skills, ensuring clarity, warmth, and understanding in every interaction. - A proactive mindset, continuously seeking ways to improve user experience and preemptively solve issues. - Ability to work collaboratively with internal teams and external partners. Who You Are - A customer advocate who understands the importance of relationship-building and efficient problem-solving in customer support. - Self-driven and adaptable, capable of managing multiple responsibilities in a fast-paced startup environment. - Passionate about fintech and eager to play a key role in Aspora’s mission and growth trajectory. - A team player, ready to collaborate and ensure alignment with internal teams for the broader benefit of our user community. Why Join Aspora as a Customer Support Agent? - Impactful Interactions: Every user interaction matters. You'll be building trust and helping users make informed financial decisions. - Growth and Learning: Immerse yourself in the fintech domain with regular training sessions, workshops, and collaborative team discussions to foster professional growth. - Direct Contribution to Success: Your efforts will enhance user satisfaction and retention, playing a critical role in Aspora's success. - Collaborative Culture: Work in a dynamic team where your feedback is valued and your voice is always heard. Collaborate with cross-functional teams to gain insights into various business facets. - Opportunity for Advancement: Show exemplary performance and there's potential for vertical growth within the company. We recognize and reward dedication and talent. - Inclusive and Diverse Workplace: Aspora prides itself on fostering an environment that celebrates diversity and inclusivity. Your unique perspectives and experiences will be valued and respected. - Wealth Creation: Participate in our ESOPs program, aligning your growth with Aspora’s success. Interview Process - Talent Screen with Recruiter (20 min): Understand your experience and expectations for the role. - Career Deep Dive + Team Fitment with HRBP (30 min): Assess your technical skills and cultural alignment with the team. - Skill Check + Team Fitment with Head of Department (30 min): Evaluate your capabilities and fitment at a deeper level.