Customer Support Operations

About the role:

Customer Support Operations at nsave means that you’ll be on the front lines of our user experience. You’ll support our customers with empathy and clarity, identify friction points in our product and processes, and work with cross-functional teams to drive continuous improvement. You will be responsible for:

Customer interaction & support:

• Serve as a primary point of contact for customer inquiries, delivering timely, accurate, and empathetic support
• Investigate and resolve issues, working with internal tools, partners, and stakeholders to unblock users
• User feedback/product improvement
• Identify patterns in support requests and proactively flag areas of friction or confusion
• Share insights from customer feedback to inform product and operations improvements
  
  

Operational processes:

• Help document and improve operational processes and workflows
• Create and maintain internal knowledge resources and standard operating procedures
• Identify inefficiencies and propose changes to improve scalability and consistency
• Collaborate cross-functionally to test and refine new features and processes
  
  

What We're Looking For:

• You have previous experience in fintech and have the fundamental understanding of fintech and the payment infrastructure.
• You’ve used Intercom (or similar tools) and can support users with clarity and empathy
• You spot patterns, share insights, and take ownership of continuous improvement
• You write well and communicate with both warmth and precision
• You think critically, learn fast, and don’t need to be told the same thing twice
• You follow processes but aren’t afraid to challenge or improve them when needed