Senior Customer Experience Executive

Customer Experience Bengaluru, India

CTC: Competitive
Employment Type -Full-time

Experience:1-3 Years

Reports To -Operations Manager

Channels: Voice Email Play Store (ASO)

ABOUT THE COMPANY
Beerupii Innovation Private Limited (BIPL) is a Lending Service Provider (LSP), headquartered in Bengaluru, India working with RBI regulated lending partners. As a wholly-owned subsidiary of Global Line Network (GLN), BIPL operates as a digital lending platform connecting creditworthy borrowers with regulated NBFC lending partners.

GLN is part of the Wiselink Group, a publicly listed conglomerate on the Taiwan Stock Exchange (TPEX: 8932) with a current market capitalisation of over a 1 Billion USD. The group's fintech arm and flagship app Zenzy crossing 100 million downloads on the Google Play Store.

At BIPL, we are not just building a lending platform we are laying the rails for our vision of a complete BFSI app, where every product is compliant, scalable, and customer first.

We are the India operations of a Overseas headquartered group. We operate under strict financial discipline, regulatory compliance, and real-time reporting standards. Our platform partners with NBFCs to distribute digital lending products alongside multi revenue streams.

ROLE OVERVIEW
As Senior Customer Experience Executive, you will be the voice and written word of Beerupii across every customer touchpoint inbound voice calls, email support, and Google Play Store review management. This is not a scripted call-centre role. You will handle real customer queries on loan status, KFS disclosures, EMI payments, repayment issues, and app experience and you will represent the company's reputation on public platforms.

You will operate within regulated framework understanding grievance timelines, Fair Practices Code obligations, and escalation protocols to our NBFC lending partners. You will also play an active role in managing BIPL's Play Store reputation crafting timely, empathetic, and brand-consistent responses to user reviews, escalating product and technical bugs, and tracking review trends to feed back into product and operations.

This role demands someone who is calm under pressure, can communicate with clarity across multiple languages, and understands the sensitivity of financial queries. Zero-delay response and zero-complaint escalation.

WHAT YOU'LL DO

Voice Support
Handle inbound customer calls on loan application status, EMI schedules, disbursement queries, repayment issues, and account-related concerns
Provide clear, accurate, and empathetic responses aligned with the Fair Practices Code no misleading information, no pressure tactics
Accurately log all call interactions, query types,



and resolutions in the CRM/ticketing system within the same shift
Identify repeat issues and escalate patterns to the Operations Manager for process improvement
Handle sensitive situations repayment hardship, disputes, complaints with professionalism and empathy, offering correct escalation paths

Email Support
Manage the customer support email inbox: triage, prioritise, assign SLA categories, and respond within defined TATs (target: first response within 4 business hours)
Draft accurate, professional, and empathetic email responses to customer queries covering loan status, charges, repayment, KFS, and account closure
Handle formal grievance emails under the RBI Grievance Redressal framework: acknowledge within 24 hours, resolve or escalate within 30 days as mandated
Coordinate with internal teams (finance, tech, NBFC partner liaison) to obtain accurate resolution inputs before closing email tickets
Maintain structured email logs and escalation trails for audit readiness all grievance correspondence must be stored as per RBI record-keeping requirements
Draft templated response libraries for common query types to ensure consistency, accuracy, and brand tone across the team

Play Store Review Management (ASO)

Monitor and respond to all Google Play Store reviews for the Beerupii app daily with timely, empathetic, and brand-consistent public replies
Craft responses that acknowledge customer concerns, offer resolution pathways, and protect BIPL's public reputation every response is a public-facing brand statement
Identify recurring negative review themes (app crashes, KYC failures, disbursement delays, EMI debit issues) and escalate to the product and tech teams with structured weekly reports
Track Play Store rating trends, average star ratings, review volume, and sentiment shifts; report weekly to Operations Manager
Coordinate with the product team to ensure resolved issues are reflected in updated responses close the loop publicly where appropriate
Flag reviews that reference potential RBI compliance concerns (harassment, undisclosed charges, data misuse) immediately to Operations Manager and legal for review

Grievance Handling & RBI Compliance

Liaise with NBFC lending partners on customer escalations where the grievance involves the partner.
Maintain daily grievance register: complaint source (voice/email/Play Store), category, status, TAT,



and resolution owner
Support the nodal grievance officer in preparing periodic grievance reports for management and regulatory submissions

Cross-functional Coordination

Work closely with the internal teams to report and track issues flagged by customers via calls, email, or Play Store reviews
Provide weekly customer insight reports to Operations and Product: top query categories, resolution rates, escalation rates, and Play Store sentiment analysis
Assist in onboarding and training new CS team members on product knowledge, compliance, and communication standards

WHAT WE'RE LOOKING FOR

2-5 years of customer handling experience, preferably in fintech, digital lending, NBFC, payments, or financial services
Fluent in Hindi and English both spoken (clear, neutral accent preferred for voice) and written (professional email drafting)
Prior experience managing Google Play Store or App Store reviews is a strong differentiator understanding of public response tone and ASO reputation dynamics
Experience working with CRM or ticketing tools
Strong written communication: ability to draft empathetic, accurate, and on-brand responses under time pressure
Calm and professional demeanour under difficult customer conversations especially in repayment hardship or dispute scenarios
High attention to detail for CRM logging, grievance documentation, and audit trail maintenance
Ability to spot patterns across customer interactions and surface actionable insights to the team

GOOD TO HAVE
Prior experience in a digital lending app or LSP environment understanding of loan lifecycle, EMI structures, NACH mandates, and KFS
Experience with Play Store Developer Console: responding to reviews, tracking rating trends, and working with the product team on ASO reputation
Multilingual ability to handle regional customer queries
Experience supporting social media or in-app chat in addition to voice and email

PROSPECT
At Beerupii, every customer interaction is a trust moment. In a sector where Play Store reviews can make or break user acquisition, and where a single unresolved grievance can escalate to the RBI Ombudsman, the Customer Service Executive is not a support role it is a reputation and compliance function.

You will be BIPL's frontline voice and public face, working at the intersection of customer experience, and app reputation management. As we scale and grow our customer base, you will play a direct role in building the trust that drives our platform's growth.

If you are someone who takes ownership of every interaction, communicates with clarity and empathy, and wants to build not just handle customer experience in a regulated fintech, this role is for you.

📌 Senior Customer Experience Executive (Bengaluru)
🏢 Beerupii Innovation
📍 Bengaluru