Support and Operations Associate

Role Overview

Support and Operations Associate is an entry-to-early-career role focused on delivering day-to-day customer support and operational execution under the guidance of senior team members. This role is ideal for someone building a foundation in fintech payments support, with clear pathways to grow into a Senior Support Engineer role as troubleshooting skills, ownership, and process knowledge develop.

Customer Support & Query Resolution

• Handle day-to-day customer support tickets and chats within defined SLAs, escalating complex or high-impact issues to senior team members.
• Investigate and troubleshoot routine customer queries with guidance, ensuring timely and accurate responses.
• Support merchant onboarding activities by assisting with basic testing, documentation, and coordination tasks.
• Assist customers with product walkthroughs and first-level operational guidance.

Service Quality & SLA Adherence

• Adhere to defined SLAs, response timelines, and support processes for all assigned tickets.
• Maintain accurate and up-to-date ticket records, ensuring proper categorization and documentation.
• Flag recurring or unresolved issues to seniors for review and follow-up.
• Contribute to improving CSAT by maintaining quality and consistency in customer communication.

Basic Technical Troubleshooting

• Perform first-level investigation of payment, payout, and integration-related queries, escalating unresolved or complex cases to Senior Support Engineers.
• Coordinate with internal teams (Product, Engineering, Operations) as directed for issue follow-up.
• Provide timely status updates on assigned tickets to customers and internal stakeholders.
• Assist in maintaining incident logs and basic documentation for ongoing issues.

Knowledge Base & Process Support

• Follow established SOPs and troubleshooting guides for issue handling.
• Flag gaps or outdated information in SOPs and knowledge base articles to seniors.
• Support the team in testing and adopting new tools, dashboards, or process changes.

Learning & Collaboration

• Actively build product, process, and troubleshooting knowledge through training and shadowing senior team members.
• Collaborate with peers to share learnings and support each other on ticket handling.
• Participate in team training sessions and apply feedback to improve performance.

Cross-Functional Support

• Assist in coordinating with Product, Tech, and Operations teams on routine issue follow-ups as guided by seniors.
• Communicate basic status updates on assigned tasks and tickets to relevant stakeholders.
• Support cross-functional projects (migrations, process rollouts) with execution-level tasks as assigned.

Reporting & Tracking

• Maintain personal ticket trackers and update status regularly.
• Support seniors in compiling data for SLA adherence, backlog, and resolution timeline reports.
• Assist in preparing basic status updates for ongoing tickets and projects.

Qualifications & Experience

• 1–3 years of experience in customer support, operations, or a related field; fintech/payments exposure is a plus but not required.
• Bachelor's degree in any discipline; preference for candidates comfortable with numbers and process-driven work.
• Comfortable working with support tools (e.g., Freshdesk) and basic spreadsheet tools (Excel/Google Sheets).

Skills & Attributes

• Strong written and verbal communication skills.
• High attention to detail and comfort following structured processes and SOPs.
• Willingness to learn technical concepts related to payments, payouts, APIs, and reconciliation.
• Ability to work under time-bound SLAs and prioritize tasks effectively.
• Team player with a proactive, coachable attitude.