Customer Support Specialist

About PaySprint PaySprint is a B2B Banking FinTech company transforming financial services through cutting edge solutions in banking, payments, and verification. With 15+ industry accolades, including “Best Fintech Startup” and “Open API of the Year,” we are a rapidly growing startup making a meaningful impact in the fintech space.

Our flagship products—SprintOPN, SprintNXT, SprintVerify, and SprintEXcrow—empower businesses to streamline payments, simplify verification, and secure high-value transactions. At the core is our Unified Open API Platform, designed to reduce operational complexity and provide a seamless experience for developers and partners.

With over 200 APIs and 1,000+ active partners, we're bridging the gap between businesses, banks, and customers—especially in underserved regions. From flexible banking partnerships to round-the- clock support and smooth digital onboarding, PaySprint ensures a reliable and frictionless experience for all stakeholders. For more information about our products, values, and team, please visit our website : paysprint.in

Role Overview

We are seeking a proactive and customer-focused Customer Support Specialist / Manager to deliver exceptional service through calls, chats, and emails. The ideal candidate will take complete ownership of customer issues, ensuring timely and accurate resolutions while collaborating with internal teams to drive customer satisfaction. This role emphasizes quality communication, customer advocacy, and continuous improvement, directly contributing to NPS and overall customer delight.

Roles and Responsibilities

• Handle customer queries and requests via phone, email, and chat, ensuring first-contact resolution wherever possible.
• Provide accurate, clear, and timely responses to customers across all communication channels.
• Take full ownership of customer issues from initiation to resolution, maintaining accountability throughout the process.
• Coordinate with cross-functional teams (Tech, Operations, Compliance, Product) to manage escalations and deliver effective solutions.
• Ensure service level agreements (SLAs) for response and resolution times are consistently met.
• Maintain high standards of communication, professionalism, and empathy in all customer interactions.
• Act as a customer advocate, promoting trust and ensuring positive support experiences.
• Capture and share Voice of Customer (VoC) insights to support continuous improvement initiatives.
• Identify recurring issues, process gaps, and opportunities for improvement in support workflows.
• Contribute to the maintenance and enhancement of the internal knowledge base, FAQs, and training materials.
• Use CRM and ticketing tools (e.g., Zoho) to log and manage customer interactions accurately.
• Prepare and analyze reports using Excel and other tools to track support metrics, trends, and customer satisfaction levels.
• Share insights and recommendations to improve NPS, service quality, and customer experience.

Key Skills & Competencies

Qualifications & Experience

Why Work With PaySprint?