Job Title: Customer Support & Operations Specialist (Fintech)
Location: Remote (Bengaluru, Karnataka, India)
Job Type: Full-time

About Pluto

Pluto is UAE’s #1 Enterprise Spend Management Platform, helping modern businesses automate their financial operations. Our vision is to build a modern financial operating system for businesses in the MENA region. We are at the tipping point of a fintech revolution, and we need talented individuals to join our growing team.

We operate with a lean but highly effective team that believes in dreaming big and turning the impossible into reality. We’ve raised $10M in seed funding from some of the top investors and operators in the industry, including founders from Ramp, Airbase, Plaid, Italic, Shopify, Cash App, Checkout.com, and Alloy. Our investors also include top FinTech VCs like GFC, Graph Ventures, Soma Capital, and Adapt Ventures.

If you are passionate about customer support, product improvement, and fintech, this opportunity is for you!

About the Role

Important Note: This role requires availability from 1 PM IST to 9 PM IST.

Pluto is looking for highly motivated email and phone customer support operators to join our Product & Customer Support Operations Team. This is a multi-functional role, giving you the opportunity to support current and future customers as we scale.

We take extreme pride in our customer support operations. Our exceptional Net Promoter Score (NPS) reflects our commitment to customer satisfaction. If you are not deeply passionate about providing outstanding support and growing our business through customer engagement, this role is NOT for you.

Key Responsibilities for Customer Support & Operations Specialist

• Serve as the first point of contact for customers through email, Intercom, WhatsApp, and phone calls.
• Learn the Pluto platform inside out to effectively assist customers.
• Address and resolve customer queries promptly while ensuring a high satisfaction rate.
• Work closely with fast-growing companies in MENA, providing direct customer support.
• Collaborate with account management, product, and engineering teams to resolve customer issues and manage product feedback.
• Document and analyze customer issues, suggesting improvements for product development.
• Create and maintain help articles, videos, and onboarding materials for customers.
• Proactively automate and optimize support processes to improve efficiency.
• Provide insights and feedback to internal teams to improve Pluto’s product offerings.
• Handle escalations and complex problem-solving to ensure customer concerns are resolved effectively.

Requirements: Customer Support & Operations Specialist

• Excellent verbal and written communication skills in English.
• Ability to quickly understand and explain complex products.
• Strong writing skills for creating help articles, explainer videos, and support content.
• A proactive approach to customer engagement and teamwork.
• Ability to escalate critical issues to engineering and product teams effectively.
• Strong critical thinking and investigative skills.
• Basic understanding of APIs is a plus.
• Strong time management and workload balancing skills.

Pluto Benefits

• Flexible vacation policies to promote work-life balance.
• Fully remote workplace, allowing you to work from anywhere.
• Work-from-home stipend to support your home office needs.

Salary Range: ₹3.5L – ₹8.5L per year

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Interview Questions and Sample Answers for Customer Support & Operations Specialist

1. Can you describe a time when you handled a difficult customer?

Answer: In my previous role, a customer was frustrated due to a delayed transaction. I actively listened, acknowledged their concern, and assured them I would resolve it. I coordinated with the technical team, provided regular updates, and ensured the issue was resolved promptly. The customer appreciated the transparency and assistance.

2. How do you prioritize multiple customer inquiries?

Answer: I assess urgency based on factors like issue severity and impact on business operations. I use tools like ticketing systems to track and manage requests efficiently. For critical issues, I escalate them immediately while addressing standard queries in a structured manner.

3. What steps do you take to ensure customer satisfaction?

Answer: I practice active listening, provide timely resolutions, follow up with customers, and gather feedback. I also ensure clear and empathetic communication, offering proactive solutions to prevent future issues.

4. How do you handle situations where you don’t know the answer to a customer’s question?

Answer: I acknowledge the question, assure the customer that I will find the right information, and consult with the appropriate team members. I then follow up with the customer with a well-researched and accurate response.

5. Can you explain your experience with customer support tools?

Answer: I have experience using Intercom, Zendesk, Freshdesk, and CRM systems for tracking and managing customer interactions. These tools help streamline responses, track issues, and enhance customer engagement.

6. How do you ensure that customers understand how to use Pluto’s platform?

Answer: I create step-by-step guides, tutorial videos, and FAQs. I also conduct live demos and provide personalized assistance when needed to ensure a smooth onboarding experience.

7. Have you worked with APIs before? How do you troubleshoot API-related issues?

Answer: I have basic knowledge of APIs. When troubleshooting, I first check API logs, identify errors, consult documentation, and collaborate with the technical team to resolve issues effectively.

8. How do you handle feedback from customers?

Answer: I view feedback as an opportunity for improvement. I document customer suggestions and relay them to the product and engineering teams to enhance Pluto’s services.

9. What would you do if a customer was unhappy with a policy that you cannot change?

Answer: I would empathize with the customer, explain the rationale behind the policy, and explore alternative solutions that align with company guidelines. If necessary, I would escalate the concern to the management team.

10. Why do you want to work at Pluto?

Answer: I am excited about Pluto’s mission to revolutionize fintech in MENA. I admire the company’s commitment to exceptional customer service, and I believe my skills in customer support, problem-solving, and process optimization align well with Pluto’s goals.