Customer Service Agent - Night Shift

Customer Service Agent

Location: Bangalore, India

Work Schedule: Night Shift (US) 6:30 PM to 3:30 AM IST
Employment Type: Full-Time

About Company

It is a financial technology company focused on helping customers better manage their everyday financial needs. We are building simple, accessible financial solutions while delivering a customer experience based on responsiveness, transparency, and trust.

As the company continues to grow, we are expanding our Customer Experience operations in Bangalore and are looking for customer-focused team members who enjoy solving problems, communicating clearly, and taking ownership of customer issues from beginning to resolution.

Position Overview

The Customer Service Agent will provide front-line support to the company's customers through email and phone interactions. This position will assist customers with a variety of account, onboarding, subscription, payment, refund, application, and technical questions.

This is not simply a scripted customer service position. Successful candidates will be expected to investigate issues, understand what the customer is experiencing, use internal systems and available information to determine the appropriate solution, and see cases through to resolution.

The ideal candidate is comfortable working with web-based applications, learning new technology, handling sensitive customer situations professionally, and managing multiple customer cases at the same time.

Key Responsibilities

Customer Support & Communication

• Respond to customer inquiries primarily through email, with phone support as required.
• Communicate clearly, professionally, and empathetically with customers.
• Assist customers with account access, onboarding, applications, subscriptions, payments, refunds, and other account-related questions.
• Make outbound calls or send proactive emails when additional information is required to resolve an issue.
• Explain company's processes and policies in clear, customer-friendly language.
• Manage dissatisfied or frustrated customers professionally and work toward an appropriate resolution.

Account & Subscription Support

• Assist customers experiencing subscription-related questions or concerns.
• Process or recommend refunds according to established company policies and approval guidelines.
• Help customers understand charges, payments, account status, and available options.
• Assist with account updates and cancellation requests according to established procedures.
• Recognize potential unauthorized activity, disputes, or other sensitive account issues and escalate them appropriately.

Onboarding & Application Assistance

• Help customers experiencing difficulty completing the company onboarding process.
• Troubleshoot issues involving account registration, identity verification, bank connections, payroll connections, application status, and other onboarding steps.
• Identify where a customer is having trouble and provide clear next steps.
• Escalate technical or account issues that cannot be resolved through standard support procedures.

Troubleshooting & Issue Resolution

• Investigate customer issues rather than relying solely on scripted responses.
• Review available account information and internal systems to identify the likely cause of a problem.
• Determine whether an issue is customer-related, account-related, technical, or requires escalation.
• Collaborate with internal teams when necessary to resolve more complex customer issues.
• Follow cases through to completion rather than simply transferring the issue to another team.
• Document troubleshooting steps, actions taken, and final resolutions.

Ticket & Case Management

• Create, update, prioritize, and manage customer support tickets.
• Maintain accurate and detailed case notes.
• Track open issues and follow up until resolution.
• Escalate technical, payment, compliance, or other complex issues according to established procedures.
• Meet established response-time, resolution-time, productivity, and quality standards.
• Identify recurring customer issues and communicate trends to Customer Experience leadership.

Required Skills & Qualifications

• Strong written and verbal English communication skills.
• Previous customer service, customer support, help desk, operations, or similar experience preferred.
• Strong troubleshooting and problem-solving skills.
• Ability to investigate an issue, identify potential causes, and work toward resolution.
• Comfortable working with multiple web-based applications and internal tools.
• Experience with email platforms, preferably Microsoft Outlook.
• Working knowledge of Microsoft Excel, Word, and other Microsoft Office applications.
• Experience working with customer support or ticket-management systems.
• Ability to learn new software and processes quickly.
• Strong organizational skills and attention to detail.
• Ability to manage multiple customer cases and priorities simultaneously.
• Comfortable communicating with customers by both email and phone.
• Ability to manage financial and personal information with appropriate confidentiality and care.
• Ability to follow established policies while using good judgment when situations require escalation.

Preferred Experience

Experience in one or more of the following areas is beneficial:

• Fintech or financial services
• Banking or payments
• SaaS or technology companies
• Customer Experience or Customer Success
• Technical support/help desk
• Subscription-based businesses
• Payment or refund processing
• Fraud, disputes, or account-security support

What Success Looks Like

A successful Customer Service Agent :

• Takes ownership of customer issues from initial contact through resolution.
• Provides accurate and easy-to-understand answers.
• Investigates the problem before responding.
• Resolves as many customer issues as possible without unnecessary escalation.
• Knows when an issue requires additional support and escalates it appropriately.
• Keeps customers informed when a resolution requires additional time.
• Maintains accurate case documentation.
• Identifies recurring problems and shares them with leadership.
• Treats every customer interaction as an opportunity to build trust in the organization.

Working Hours

This position supports the company's U.S.-based customers and will work:

8:00 AM 5:00 PM U.S. Eastern Time

Candidates must be comfortable working the corresponding evening/night shift in Bangalore, India (HSR Layout). The exact local schedule may vary based on U.S. daylight saving time.

Performance Expectations

Performance may be measured using a combination of:

• Customer response time
• Case resolution time
• First-contact resolution
• Ticket quality and documentation
• Customer satisfaction
• Quality assurance scores
• Attendance and schedule adherence
• Productivity
• Accuracy of information provided
• Appropriate escalation of complex issues

The Person We're Looking For

We're looking for someone who doesn't stop at I responded to the customer.

We want someone who asks:

Did I understand the problem, did I solve it, and does the customer know what happens next?

The right candidate will be curious, accountable, comfortable with technology, and willing to investigate issues instead of simply forwarding them to someone else. As the company's operation grows, strong performers will have opportunities to take on additional responsibilities within Customer Experience and Operations.