Customer Experience Executive

About Glomo

Glomo https://www.glomopay.com/ is India's first licensed Payment Service Provider (PSP) at GIFT IFSC and a pioneer in cross-border payments. Backed by 100+ years of combined industry expertise, we deliver seamless, compliant financial solutions that power India's global ambitions. If you want to build the infrastructure behind India's cross-border economy — from the ground up — this is your seat.

ABOUT THE ROLE

As a Customer Experience Executive, you will go beyond support — you will own the end-to-end customer journey and ensure every interaction with Glomo is smooth, intuitive, and delightful.

You will act as the bridge between customers and internal teams, helping shape product improvements and elevating overall experience.

KEY RESPONSIBILITIES

• Deliver exceptional customer experience across all touchpoints
• Handle complex and escalated customer concerns with ownership
• Analyze customer feedback and identify recurring pain points
• Work closely with Product, Tech, and Operations teams to improve CX
• Drive initiatives to improve CSAT, NPS, and retention
• Create knowledge base articles and improve support documentation
• Champion customer voice internally

WHAT WE’RE LOOKING FOR

• Strong empathy and ability to understand customer emotions
• Analytical mindset to identify trends and improve processes
• Ability to influence cross-functional teams
• Passion for delivering delight, not just resolution

MUST-HAVE SKILLS

• 2–4 years of experience in Customer Experience / Customer Success roles
• Strong communication and stakeholder management skills
• Experience in handling escalations and complex scenarios
• Data-driven mindset (CSAT, NPS, metrics understanding)
• Ownership and accountability mindset

NICE-TO-HAVE SKILLS

• Experience in fintech or digital product startups
• Knowledge of customer journey mapping
• Experience working with CX tools and analytics dashboards
• Exposure to automation or chatbot flows
• Knowledge of RBI guidelines, payment flows, or reconciliation basics
• Exposure to tools like Zendesk, Freshdesk, or Intercom
• Multilingual communication skills

EDUCATIONAL QUALIFICATION

• Bachelor’s degree in any discipline

Why Join Glomo?

• Opportunity to shape customer experience from scratch
• Work closely with leadership and influence product decisions
• Build impact in a customer-obsessed fintech company
• Fast-track career growth in CX domain
• Culture of ownership, innovation, and collaboration