Operations Support Executive - Customer Experience

India·Mumbaimid

Customer SuccessCustomer Experience

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Quick Summary

Key Responsibilities

Be the main point of contact for our merchants Own digital customer queries end-to-end via email and live chat Investigate and resolve payment-related issues Work closely with Sales,

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Customer SuccessCustomer Experience

Liberis is on a mission to supercharge the power of small businesses all over the world - delivering the financial products they need to grow through a network of global partners.Before all else, Liberis is a technology company, connecting finance with small businesses. We use data to help partners understand their customers’ real time needs and tech to offer tailor-made funding and financial products. Empowering small businesses to grow and keep their independent spirit alive is central to our vision. Up to now we have funded almost 40,000 small businesses with over $1.5bn - but we believe there is much more to be done.

Customer Operations sits at the heart of Liberis. We own the merchant journey from onboarding through to in-life support. Your work ensures our merchants enjoy a delightful and friction-free experience.

Responsibilities

~1 min read

→Be the main point of contact for our merchants
→Own digital customer queries end-to-end via email and live chat
→Investigate and resolve payment-related issues
→Work closely with Sales, Underwriting and other teams to ensure a smooth merchant experience
→Share customer feedback to help improve our product and processes

Fluent in English with excellent written and verbal communication skills
Previous experience in a customer experience role - ideally in financial services or fintech (though not essential)
Excellent organisational skills with the ability to prioritise and handle multiple tasks in a fast-paced environment
Strong attention to detail and a proactive approach to problem-solving
Comfortable working with data and numerical information in Excel to support investigations and reporting
Skilled in using modern business tools (Salesforce or similar CRM/ops systems)
Collaborative mindset and a genuine interest in helping colleagues succeed
Comfortable working independently during late-shift hours, with the judgement to follow guidance, manage priorities and escalate when needed

Liberis is an equal opportunities employer. We welcome applications from all candidates, including individuals with disabilities and provide reasonable adjustments as required.