Handle inbound queries from clients across multiple channels email, chat, and phone
Troubleshoot and resolve issues related to expense workflows, policy configurations, travel booking integrations, and reimbursement processes.
Coordinate with internal product and technical teams to escalate and follow through on complex issues.
Ensure resolution of queries within defined SLA timelines, maintaining a high-resolution rate.
Document support interactions accurately in the CRM and contribute to the internal knowledge base.
Assist clients during onboarding and product rollouts, providing guidance on platform features and best practices.
Proactively identify recurring issues and provide structured feedback to the product team for continuous improvement.
Support implementation of client changes requests in coordination with the customer success team.
Required Skills: -
Robust understanding of expense management, travel workflows, or corporate finance processes is a plus.
Excellent written and verbal communication skills in English.
Ability to handle high query volumes with attention to detail and a calm, customer-first approach.
Proficiency with support tools such as Freshdesk or similar CRM patforms.
Basic understanding of ERP or finance platforms (SAP, Oracle, Tally) is an advantage.
Solid problem-solving skills with the ability to multitask and prioritise effectively.
Qualification & Experience: - Any Graduate with 4 to 5 years of experience in customer support or helpdesk role, preferably in a SaaS or fintech setting