Customer Experience Associate

About Zolve
At Zolve, Customer Experience is a strategic partner in building products. We dont just resolve tickets; we identify patterns, solve root causes, and influence change. We are looking for Builders, not Ticket Closers.

The Role
As a Customer Experience Associate, you will be the bridge between our customers and our product. You will take complete ownership of customer issues and use those interactions to drive product improvements.

What You Will Do:

• Deliver Excellence: Support customers across Chat, Voice, and Email with empathy and urgency.
• Problem Solve: Identify underlying product/process gaps rather than just resolving immediate symptoms.
• Influence Product: Act as the "Voice of the Customer" by providing structured feedback to Product, Engineering, and Risk teams.
• Data Driven: Analyze support trends and interaction data to recommend meaningful business improvements.
• Process Growth: Create internal documentation, suggest automation, and participate in new feature testing.

What We’re Looking For:

• Education: Bachelor’s degree in any field.
• Experience: 1–2 years in Customer Support, CX, or Operations.
• Preferred Background: Experience in Fintech, Banking, or US-based Financial Services is a huge advantage.
• Communication: Excellent written and verbal English skills are non-negotiable.
• Tools: Familiarity with CRMs like Zendesk, Freshdesk, Salesforce, or Kapture.
• Mindset: A "think like an owner" attitude and a passion for fast-paced startup environments.

Why Join Us?

• Directly influence the product roadmap of a global Fintech.
• Collaborative work environment with exposure to Engineering and Product teams.
• Fast-tracked career growth for high performers.