The Customer Operations & Support Associate is responsible for managing customer onboarding and offboarding processes, monitoring system-generated communication triggers, and providing first-level operational support. The role acts as a key point of coordination between customers and internal teams to ensure seamless customer lifecycle management and timely resolution of operational queries.
Key ResponsibilitiesCustomer Onboarding
- Manage the end-to-end onboarding process for new customers.
- Coordinate with internal stakeholders to ensure timely account setup and activation.
- Verify customer information and maintain accurate records.
- Assist customers throughout the onboarding journey and address process-related queries.
Customer Offboarding
- Handle customer offboarding/offloading requests as per defined processes.
- Ensure completion of all required closure activities and documentation.
- Coordinate with relevant teams for smooth account deactivation and transition.
Communication Monitoring & Operations
- Monitor system-generated messages, alerts, notifications, and communication triggers throughout the day.
- Take timely action on operational alerts and customer-related notifications.
- Track pending requests and coordinate with internal teams for closure.
First-Level Operational Support
- Act as the first point of contact for routine customer and operational queries.
- Log, track, and resolve basic operational issues within defined timelines.
- Escalate complex issues to the appropriate teams and follow up until resolution.
- Maintain accurate records of support requests and actions taken.
Process Coordination & Reporting
- Maintain customer records and operational documentation.
- Ensure compliance with defined processes and service standards.
- Prepare operational reports and dashboards as required.
- Identify recurring issues and recommend process improvements.
Required Skills
- Strong verbal and written communication skills.
- Excellent coordination and follow-up abilities.
- Customer-centric mindset with strong attention to detail.
- Ability to multitask and manage priorities effectively.
- Proficiency in MS Excel, Google Sheets, and CRM/support tools.
- Basic understanding of customer operations and support processes.
- Basic understanding of SQL and ability to run easy queries for data validation, reporting, and troubleshooting purposes.
Preferred Qualifications
- Graduate in any discipline.
- 1–3 years of experience in Customer Operations, Customer Support, Customer Success, Process Operations, or related functions.
Key Competencies
- Customer Focus
- Ownership & Accountability
- Process Orientation
- Coordination & Stakeholder Management
- Problem Solving
- Time Management
Pay: ₹376,443.39 - ₹469,824.73 per year
Application Question(s):
- What is your current CTC?
- What is your expected CTC?
- What is your Notice Period?