About Vance

Vance is a game-changing global neobank aimed at creating a seamless banking experience that transcends borders. We are backed by influential venture capitalists like Hummingbird Ventures, Y Combinator, Global Founders Capital, Soma Capital, and are on a mission to simplify global banking as easily as booking an Uber. At our core, we're building a platform to be a one-stop-shop for banking across boundaries, making it effortless for customers to access banking and financial products in any country.

We're a diverse, dynamic team of 25, operating with the energy of a startup and the agility of a sports team. With innovation, hustle, and collaboration at our core, we're connecting banking infrastructure around the globe to build a unified human-first experience for everyone, regardless of where they are on the globe. Discover more about our work, our ethos, and our vision on our website, Vance.

About the Role

At Vance, we believe in creating a lasting, positive experience for our users spread across the globe. As a Customer Support Associate, you play a pivotal role in this mission by being the bridge that connects Vance with its cherished user community. You'll ensure that every interaction is marked by clarity, warmth, and efficient problem resolution, ensuring users find trust, understanding, and a financial partner in Vance.

• Location: In-Person, Bangalore
• Shift: UK timings [Rotational Shift, including night shift]
• Preferred Background: Experience in customer support within fintech, with occasional operational responsibilities.

What You’ll Own

• User Support: Act as the primary point of contact for users across various channels, handling their queries, resolving their issues, and ensuring their satisfaction.
• Cross-functional Collaboration: Liaise with internal teams to address user concerns, gather feedback, and streamline processes, ensuring users receive accurate and timely resolutions.
• Feedback Loop: Identify common user issues and work towards preemptive solutions, helping improve our product and the overall user experience.
• Operational Efficiency: While the core is customer support, occasionally handle operational tasks to ensure a seamless user experience for the users.

What We Need

• 1-4 years of experience in a customer-centric role in startups, with a preference for those in the Fintech sector.
• Exceptional communication skills, ensuring that every interaction is marked by clarity, warmth, and understanding.
• A proactive mindset, always seeking ways to enhance the user experience and solve issues before they arise.
• Ability to work collaboratively with various internal teams and external partners.

Who You Are

• A customer advocate who understands that customer support is about relationship-building and efficient problem-solving.
• Self-driven, adaptable, and can manage various responsibilities in a fast-paced startup environment.
• Eager to immerse yourself in the fintech domain and keen to be an integral part of Vance’s vision and growth story.
• A team player, always ready to collaborate and ensure alignment with internal teams for the broader good of our user community.

Why Join Vance as a Customer Support Associate?

• Impactful Interactions: At Vance, every user interaction matters. You're not just resolving queries; you're building trust and helping users make informed financial decisions.
• Growth and Learning: Immerse yourself in the fast-paced fintech domain. Benefit from regular training sessions, workshops, and collaborative team discussions that foster your professional growth.
• Direct Contribution to Company Success: Your efforts will lead to enhanced user satisfaction and retention, playing a critical role in Vance's success story.
• Collaborative Culture: Work in a close-knit, dynamic team where your feedback is valued, and your voice is always heard. Collaborate with cross-functional teams, gaining insights into multiple facets of the business.
• Opportunity for Advancement: Show exemplary performance, and there's potential for vertical growth within the company. At Vance, we recognise and reward dedication and talent.
• Inclusive and Diverse Workplace: Vance prides itself on creating an environment that celebrates diversity and fosters inclusivity. Your unique perspectives and experiences will be valued and respected.