Customer Success Associate
Coupl (YC S22) · Not specified · onsite · Posted 1d ago
About a minute. You'll make an account on the way through.
About this role
Coupl | Remote | Full-time
Coupl (YC S22) is building a better way for couples and families to manage money together. Our app brings shared spending, linked cards, payments, rewards and financial management into one seamless experience.
We're looking for a customer-obsessed individual to join us as our first full-time Customer Success & Support Associate. You'll work directly with the founding team and play a key role in shaping how we support, engage and delight our users.
What you'll do- Own customer support end-to-end: Respond to customer queries over WhatsApp, email and other support channels in a timely, friendly and helpful manner.
- Close the feedback loop: Capture user feedback, identify recurring issues, and share actionable insights with the Product and Engineering teams.
- Take ownership of issues: Coordinate with internal teams and partners to resolve payment failures, refunds, KYC issues, and other escalations.
- Build customer trust: Keep customers informed, follow up on unresolved issues and ensure every interaction leaves them feeling heard and supported.
- Build support processes: Help establish FAQs, response templates, escalation procedures and a knowledge base as we scale our customer support operations.
- Drive customer engagement: Proactively help users discover useful features and encourage adoption, engagement and long-term retention.
- Excellent written and verbal communication skills
- A strong sense of empathy and a genuine desire to help people and improving products based on their feedback.
- Strong ownership and follow-through. You don't leave a customer issue unresolved without a clear next step.
- Comfort using mobile apps and digital products, and the ability to troubleshoot issues patiently.
- Willingness to learn how digital payments, wallets, cards, UPI and KYC processes work.
- Ability to work independently in a remote environment and collaborate effectively with a small, fast-moving team.
- Comfortable communicating in both English and Hindi, as you'll be interacting with customers across India through written and verbal communication
Experience: Prior experience in customer support, customer success, operations or fintech is a plus, but we're open to exceptional freshers who demonstrate strong communication, ownership and problem-solving skills.
Role details- Position: Customer Success & Support Associate
- Employment type: Full-time
- Work mode: Remote
- Location: India
- Compensation: 20,000 - 25,000/month
Send your resume along with a short note about yourself and why you'd be a great fit for Coupl.
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