Customer Support Executive

About the CompanyFinvasia is a global, multi-disciplinary enterprise leveraging engineering and technology toinnovate across financial services, technology, healthcare, blockchain, and real estate. Overthe last 13+ years, Finvasia has served 5+ million clients across 190+ countries, transactingtrillions of USD in value through its ecosystem of 10+ global brands.OneVault, a Finvasia brand, is a modern financial institution operating under an ElectronicMoney Institution (EMI) license. It enables customers to send, receive, and hold multiplecurrencies through a single secure app-offering IBAN accounts, SEPA/SWIFT transfers, cardissuance, and currency exchange.

OneVault is designed for cross-border trade, internationalclients, startups, and SMEs, combining regulatory compliance with flexibility and innovation.Role Overview We are seeking a Customer Support Executive with a strong customer-first mindset and fintech experience. This role involves direct interaction with high-value and international clients, ensuring seamless support across all service touchpoints while maintaining regulatory and service excellence. Key Responsibilities• Respond to customer inquiries via email, phone, and chat in a timely, professional, and empathetic manner• Resolve issues related to account access, transactions, IBANs, EMI services, and payments• Maintain accurate documentation of customer interactions, resolutions, and follow-ups in CRM systems• Collaborate closely with Compliance, Operations, and Technical teams to address customer concerns• Ensure adherence to regulatory, AML, and data protection standards in all communications• Identify recurring issues and provide feedback to improve support processes and tools• Deliver a consistently high-quality experience for international and HNI clients Requirements & Skills • Bachelor's degree or equivalent professional experience• 3+ years of experience in Customer Support, preferably in Fintech / Financial Services• Strong verbal and written communication skills (mandatory due to direct HNI and global client interaction)• Ability to explain complex fintech concepts clearly and confidently• Familiarity with EMI operations, digital payments, IBAN, SEPA, and SWIFT transfers• Strong problem-solving skills with high attention to detail• Proficiency in CRM systems and customer support tools• Ability to work in a fast-paced, regulated, and shift-based environment• High level of professionalism, discretion, and customer empathy What We Offer• Competitive salary with performance-linked incentives• Exposure to global fintech products and international clients• Strong career growth and learning opportunities• Collaborative, inclusive, and professional work culture • Opportunity to work across multiple brands, technologies, and geographies