Customer Support Executive (Fintech)

About the role

Mintpay, a fast‑growing fintech app that provides Pay Now and Pay Later solutions, is looking for a Customer Support Executive. You will be the front‑line contact for high‑volume inquiries, delivering rapid, professional assistance across multiple channels in a dynamic environment.

Key responsibilities

• Manage and prioritize high‑volume customer inquiries via WhatsApp, email, live chat, phone and social media, ensuring fast response times.
• Assist customers with account management, payment processing, billing and platform‑related issues.
• Diagnose and escalate complex technical problems to engineering or product teams.
• Maintain detailed records of interactions, feedback and support tickets in the CRM system.
• Proactively follow up with customers to confirm issue resolution and high satisfaction.
• Support management in identifying bottlenecks and improving customer experience processes.
• Monitor customer reviews and address or escalate concerns as needed.

Required profile

• Minimum 3 years of experience in customer support or a related field.
• Ability to stay calm under pressure and deliver fast, accurate responses.
• Excellent written and verbal communication in English and Sinhala or Tamil.
• Strong interpersonal, conflict‑resolution and problem‑solving abilities.

Required skills

• WhatsApp Business (or similar business messaging platforms)
• CRM platforms
• Google Workspace
• Microsoft Office suite

What we offer

• Hands‑on experience in a rapidly scaling fintech company.
• Exposure to corporate customer operations, support scaling and retention strategies.
• Collaboration with a dynamic, talented team.
• Professional development, mentorship and long‑term career advancement.