Customer Success Analyst

Bangalore
CX – SME /
Full-time /
On-site

About Fi

Who we are: Simply put, a FinTech startup for digital natives. Our mission is to help our users demystify their finances, maximize their savings and spend intelligently.

Why you should work with us: We are about doing the right thing always, both for our team and users. We are a positive, transparent and inclusive community celebrating success together, encouraging bias for action and individual brilliance. We are ambitious and want everyone thinking - impact and growth.

With rich experience in the world's leading tech companies and banks, we deeply and equally understand both the - fin- and - tech- in fintech. Funded by leading global VCs, we- re in pursuit of a fantastic experience for both our consumers and colleagues.

Who are we looking for: Exceptional, innovative people! Passionate about delightful user experiences, clear about doing the right thing and hungry to impact millions of lives.

What is this role about :
As the customer Success analyst, you love to take on the most difficult, trickiest cases - owning the user experience throughout, crafting great solutions for both users and epifi alike, and finally weaving that experience into scaled solutions that help everyone. Join our team of talented technologists and product managers on this journey to the next generation of financial services. 

Responsibilities

    • Problem Solving: Data analysis using Excel / working with dashboardsIssue handling
    • Working on issue resolution with internal & external partners.
    • Outcalling customers for data/ consent/ information collection.
    • Good communication skills: Good speaking & writing skills both in Hindi & English
    • Stakeholder management: should be able to work with internal & external stakeholders for issue resolution
    • Note: Tools to be handled: Sherlock, Freshdesk, Ozonetel, Guru

Required Skill set

    • Minimum 3 years of experience in the CX domain/ ops (customer support, customer service, front end customer service)
    • Ownership driven mindset
    • Drive to solve problems end to end collaborativelyTeam Player, expected to prioritize team goals & objectives over personal goals/ interests.
    • Approaches CX from a customer oriented mindsetAbility to solve problems without existing knowledge/ solutioning
    • Escalations handling would be an added advantage
₹2,50,000 - ₹4,00,000 a year
The salary range for this role is between 2.5L-4L
We aspire to create an inclusive culture of diverse people not just because it's the right thing to do but because heterogeneity inspires us and is more fun! We employ people solely on merit and do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.