About Rang DeRang De is India's pioneering social peer-to-peer lending platform, committed to making formal credit affordable, accessible and borrower-centric for underserved communities. Founded in 2008, Rang De has spent over a decade reimagining how credit reaches rural India by combining technology, trust and community participation.

Backed in its early years by Mr. Ratan Tata and recognised as a Champion of Change by the Prime Minister of India, Rang De is today an RBI-regulated NBFC-P2P lending platform that connects social investors directly with rural entrepreneurs, farmers and artisans.

Our next chapter is even more ambitious. We are building a nationwide network of AI-enabled Swabhimaan Kendras that use Digital Public Infrastructure to build digital financial literacy, assess credit readiness, provide on-demand access to formal credit and support entrepreneurship through AI-powered community mentors.

We believe the next chapter of financial inclusion will be shaped not just by technology, but by ideas and stories. That's where you come in.

Position

Executive – Partner & Borrower Customer Support

Department

Customer Support

Functional Focus

Partner staff and borrower support; digital / loan app issue management

Location

Remote / as per organisational policy

Reports to

Customer Support Lead / Manager

Experience

0–3 years; fresh graduates with robust communication skills may apply

Role Type

Full-time

Role PurposeThe Executive – Partner & Borrower Customer Support will be the first point of contact for partner staff and borrowers for operational and technology-related support, with a primary focus on the Rang De loan application and related digital journeys.

The role will log, classify, coordinate and follow up every issue through resolution; communicate clearly with the user; maintain the issue record; and provide structured feedback to Impact Operations, Product and Engineering so that recurring problems are fixed at source.

Key Responsibility AreasKey Responsibility Area

Key Responsibilities

Frontline Support

- Receive and respond to support requests from partner staff and borrowers through approved channels.
- Understand the issue clearly before routing or escalating it.
- Provide simple, accurate guidance within approved support protocols.

Issue Logging & Classification

- Create and maintain a central log of all technology and operational support cases.
- Classify cases by issue type, severity, user type, product / app module and responsible team.
- Capture complete case information, including screenshots, error messages, dates and steps already attempted.

Resolution & Follow-through





- Resolve issues that are covered by standard support procedures.
- Coordinate with Product, Engineering, Operations, Finance or other teams for issues requiring specialist action.
- Follow every escalated case through to closure rather than only forwarding the ticket.

Communication & Closure

- Keep partner staff and borrowers informed on case status and expected next steps.
- Confirm resolution with the user where appropriate before closing the case.
- Maintain accurate closure notes and evidence in the support log.

Operations & Engineering Feedback Loop

- Share recurring issues, user pain points and high-impact failures with Operations and Engineering.
- Provide structured examples and frequency data to support root-cause analysis.
- Follow up on fixes, validate outcomes and communicate improvements back to users.

Knowledge Base & Self-Service

- Develop and maintain frequently asked questions, quick guides and standard troubleshooting steps.
- Identify repetitive queries that can be addressed through better communication, training or product design.
- Work with Operations and Product to keep support content current after process or product changes.

Issue Trend & Reporting

- Prepare recurring reports on volume, ageing, repeat issues, critical issues and resolution performance.
- Identify recurring patterns and recommend preventive actions.
- Escalate unresolved or high-severity cases through the defined support governance.

Customer Experience & Responsible Support

- Treat partner staff and borrowers respectfully and explain processes in clear language.
- Protect customer and partner information and follow data privacy, compliance and security requirements.
- Identify complaints or sensitive cases and route them through the appropriate grievance or escalation mechanism.

Key Interfaces

- Partner staff and borrowers – primary users supported by the role.
- Impact Operations – operational ownership, partner communication and closure coordination.
- Product – product behaviour, requirements and prioritisation.
- Engineering / Tech – technical diagnosis, fixes and release validation.
- Finance & Accounts / Compliance / CRC – specialist cases within their scope.

Performance IndicatorsArea

Indicative Measures

Expected Discipline

Response

First response / acknowledgement time





Cases acknowledged promptly through approved channels

Resolution

Resolution rate, TAT and ageing

Issues tracked to closure within agreed service levels

Quality

Repeat / reopened cases and case completeness

Accurate diagnosis and complete documentation

Communication

User updates and closure confirmation

Users are informed until resolution

Learning loop

Recurring issue identification and product / process feedback

Clear evidence shared with Ops, Product and Engineering

Knowledge base

FAQ / guide coverage for recurring queries

Common issues increasingly handled through self-service or standard support

Qualification & Experience

- Graduate in any discipline; communication, customer service, business or technology-related fields preferred.
- 0–3 years of experience in customer support, helpdesk, fintech, digital products or a similar environment; fresh graduates with strong communication and learning ability may apply.
- Basic understanding of web / mobile applications and ability to follow structured troubleshooting steps.
- Comfort with Excel / Google Sheets and ticketing or CRM systems.

Skills & Competencies

- Clear written and spoken communication in English and relevant local languages.
- Patient, respectful and solution-oriented customer handling.
- Strong follow-up discipline and ownership of cases.
- Ability to understand and reproduce technical issues accurately.
- Basic analytical thinking and pattern recognition.
- Good documentation habits and attention to detail.
- Ability to work across Customer Support, Operations, Product and Engineering.

Growth PathThe role provides exposure to customer experience, digital lending workflows, product operations and problem management. With demonstrated capability, progression may include Senior Executive / Specialist – Customer Support, Quality & Knowledge, Product Support or Service Operations roles. Role ExpectationThe role is accountable not only for answering queries but for closing the loop: capture the problem, solve it or route it correctly, communicate with the user, record the outcome and help Rang De prevent the same issue from recurring.

Ready to Build the Future with Us?

Please email with a short note on how you made them and why this role excites you, to Chandra, VP - Impact Operations, Rang De, at [email protected]

Subject line: Application - Executive, Partner & Borrower Customer Support

Rang De is an equal opportunity employer. We welcome applications from individuals of all backgrounds and are committed to building a diverse, inclusive and purpose-driven workplace where everyone can thrive.

📌 Executive, Partner & Borrower Customer Support (India)
🏢 Rang De
📍 India