About Us

Volopay is a Y Combinator-backed start-up that combines corporate cards, bill payments, approvals, expense reimbursements, and accounting automation into a single platform. We empower businesses to manage, grow, and succeed with our cross-platform solution that delivers more functionality across financial operations.

We are trusted by some of the top investors in the world and have been recognized as one of the most influential fintech start-ups in Southeast Asia.

Role Overview

We are looking for a dedicated and customer-focused Customer Success professional to ensure exceptional service delivery to our clients. In this role, you will be responsible for managing customer accounts, resolving customer inquiries, understanding customer needs, and working with internal teams to ensure a smooth customer experience.

This is a high-ownership role for someone who enjoys solving problems, taking initiative, and making things happen. The role will be fast-paced, challenging, and at times ambiguous. You will not always get step-by-step instructions. You will be expected to figure things out, ask the right questions, execute quickly, and improve as you go.

We are looking for someone who takes initiative before being asked, can work through unclear problems, pays attention to detail, communicates clearly, and follows through on what they commit to.

Key Responsibilities

- Client Account Management: Serve as the primary point of contact for designated customer accounts, building solid relationships and ensuring customer satisfaction through timely and effective communication.
- Customer Support & Issue Resolution: Respond to customer inquiries through Intercom and other communication channels, understand their problems, and provide the right solution, guidance, or direction.
- Problem Solving & Ownership: Take ownership of customer issues from identification through resolution. Work independently to understand problems, ask the right questions, identify solutions, and coordinate with relevant teams when required.
- Customer Success & Retention: Build strong relationships with existing customers, understand their needs, identify opportunities to improve customer experience and product adoption, and contribute to customer retention and revenue growth.
- Process Development:



Identify gaps in existing customer success and support processes and take initiative to build, improve, and document scalable workflows.
- Continuous Improvement: Look for ways to simplify repetitive tasks, improve processes, and create better ways of working without waiting for step-by-step instructions.
- Performance Monitoring: Monitor key performance metrics such as customer satisfaction, response times, resolution rates, product adoption, retention, and revenue growth from existing accounts, and take proactive measures to improve performance.
- Cross-functional Collaboration: Work closely with Product, Sales, Operations, and other internal teams to address customer needs, resolve issues, and improve the overall customer experience.
- Customer Feedback: Gather customer feedback and communicate recurring issues, product requirements, and opportunities to the relevant internal teams.

Skills & Qualifications

- Customer Success Experience: Experience in Customer Success, Customer Support, Account Management, or a similar customer-facing role.
- Ownership: Strong sense of ownership with the ability to independently manage responsibilities, take initiative without being asked, and follow through on commitments.
- Independent Execution: Ability to work independently, manage multiple priorities, and figure things out without requiring step-by-step instructions.
- Problem-Solving: Strong problem-solving and critical-thinking abilities, with the ability to understand customer problems, identify the right solution or direction, and drive issues to resolution.
- Communication & Writing: Excellent written and verbal communication skills, with the ability to understand customer problems and explain solutions clearly, concisely, and professionally.
- Customer Orientation: Strong ability to build relationships, understand customer needs, and proactively improve the customer experience.
- Learning & Adaptability:



Quick learner who is comfortable working with ambiguity, minimal supervision, and changing priorities.
- Attention to Detail: Strong attention to detail with the ability to manage multiple customer requirements and priorities effectively.
- Process Orientation: Ability to identify gaps, improve existing processes, and build scalable ways of working.
- Collaborative Nature: Ability to work effectively with cross-functional teams, including Product, Sales, and Operations.
- Support Tools: Experience with Zoho/Intercom or similar customer support platforms is a plus but not mandatory. Candidates should be comfortable learning new tools quickly.
- Fintech/SaaS Experience: Prior experience in fintech, SaaS, or a similar technology-driven environment is a plus but not mandatory.

Work Location

- Work From Office (WFO): This is a work-from-office role, and candidates are expected to work from the office.
- Candidates should be comfortable working in a fast-paced, collaborative, and high-ownership environment.
- This role will primarily support the India market.

Our Culture At Volopay, you'll thrive among passionate, talented individuals who bring their energy into everything they do. Our team's diversity is our strength, with musicians, entrepreneurs, athletes, and more contributing their unique talents.

We value independence, trust, and ownership. You'll be encouraged to take responsibility, solve problems independently, and find innovative solutions.

Our culture is rooted in:

- Ownership: We believe in freedom with responsibility. You'll naturally take the lead and excel.
- Results: We're doers who overcome obstacles with a can-do attitude.
- Curiosity: Curious minds thrive here. Wear multiple hats and embrace new challenges.

Why Join Volopay? Join us and play a key role in shaping the future of customer success at Volopay. This is an opportunity to work closely with customers, solve meaningful problems, improve processes, and have a direct impact on the customer experience.

If you are a proactive problem-solver with strong ownership, excellent communication skills, and a passion for delivering exceptional customer experiences, we'd love to hear from you.

Apply now to become our Customer Success Manager and make a meaningful impact at Volopay.

📌 Customer Success Manager – India & Singapore (Pod) (Bengaluru)
🏢 Volopay
📍 Bengaluru