Customer Care Executive

About the company:

Aspire is the leading all-in-one finance operating system for growing businesses. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and SMBs to realise their full potential.

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as JP Morgan, Visa and Wise and helped more than 50,000 businesses using our suite of products.

Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2024, we also made it to CB Insights’ Top 100 Global Fintech List two years in a row.

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds. Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the Fintech space!

About the role:

We are looking for an experienced and fintech-savvy Customer Care Specialist to join our frontline CX team. This role is ideal for a customer-first professional who not only resolves issues but also understands the nuances of financial products, B2B client expectations, and the importance of long-term customer relationships. The ideal candidate will bring hands-on experience in fintech or commercial banking support, strong problem-solving skills, and the ability to engage effectively with decision-makers at client organizations.

You will be responsible for managing complex queries, ensuring seamless resolution of issues, and acting as a trusted partner to clients by anticipating needs, identifying trends, and suggesting improvements.

This role requires resilience in a 24x7 environment (working in night shift, across weekends and public holidays on a rotational basis), excellent communication, and a proactive approach to driving customer success in a regulated, high-stakes sector.

Key Responsibilities:

• Multi-Channel Client Engagement: Deliver high-quality support across email, chat, WhatsApp, and phone, with a focus on B2B and fintech-related inquiries.
• Complex Issue Resolution: Take ownership of escalated or high-complexity cases, ensuring timely and accurate solutions in line with compliance and operational guidelines.
• Customer Advocacy: Act as the voice of the customer within the organization, providing structured feedback to product, compliance, and operations teams.
• Dissatisfaction Management: Handle sensitive interactions with dissatisfied clients (including C-level stakeholders) with empathy and professionalism, driving positive outcomes.
• Process & Knowledge Contribution: Document recurring issues, propose process improvements, and support training efforts for new joiners and peers.
• Customer Retention & Value: Identify opportunities for upselling, cross-selling, or driving adoption of additional features/products to strengthen client relationships.
• Flexibility & Reliability: Work a rotating schedule that may include weekends, public holidays, and US-shift timings to ensure uninterrupted global support coverage. Hybrid working environment with up to 5 days a week presence at office

Qualifications & Skills:

• Education: Bachelor’s degree or diploma in any discipline; specialization in business, commerce, or finance preferred.
• Experience: 2-3 years of experience in customer-facing roles (voice/chat), with at least 1 year in fintech, banking, or financial services.
• Proven track record handling B2B or SME customers in high-touch support environments.
• Technical Skills: Proficiency in CRM and support platforms (Hubspot, Intercom).
• Typing speed of 40+ WPM with accuracy.
• Domain Knowledge: Familiarity with commercial banking processes, fintech products, payments, and compliance requirements.

Soft Skills:

• Excellent English communication (C1 level, written & verbal).
• Strong active listening, de-escalation, and relationship management skills.
• Ability to multitask in a fast-paced, regulated environment.

Mindset: Customer-first orientation with a proactive and problem-solving approach.

Location: Gurugram — Primarily Work From Office, with flexibility for a Hybrid model.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Aspire. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Aspire may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Aspires Candidate Privacy Notice.