Manage customer interactions across all active communication channels, primarily handling complex or sensitive cases escalated by our AI agent.
Ensure timely, clear, and respectful resolution of cases, maintaining high service quality standards and proper documentation.
Conduct proactive outreach to customers when case sensitivity, customer needs, or business priorities require follow-up, clarification, or preventive support.
Act as the voice of the customer within Baubap, escalating recurring or systemic issues and ensuring customer impact is considered in internal decisions.
Identify recurring pain points from frontline interactions and translate them into structured improvement proposals.
Support the execution and follow-up of approved initiatives aimed at improving customer experience, operational efficiency, or communication clarity.
Stay up to date with product updates, policies, and tools to ensure accurate and consistent service delivery.

At least 2 years of professional experience in an organization, preferably in startup, technology, fintech, banking, or financial services environments.
Experience in roles involving direct customer interaction within digital products or tech-enabled services.
Familiarity as an active user of financial services (banking, credit, fintech products), with basic understanding of how digital financial products operate.
Experience working in remote or distributed teams, using CRMs, ticketing systems, or digital support tools.
Strong problem-solving and decision-making skills, particularly in complex or sensitive customer situations.
Excellent written grammar and strong verbal communication skills.
English proficiency at B1 level or higher.
Full-time availability with on-site presence, working from the office while managing digital customer communication channels.

Customer Success Champion

Key skills