{"id":1288886,"url":"https://alion.io/job/finmo-support-and-operations-associate","title":"Support and Operations Associate","company":{"id":175104,"name":"Finmo","domain":"finmo.net","url":"https://alion.io/company/finmo","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":23000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1450},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Freshdesk","optional":true},{"name":"Google Sheets","optional":true}],"status":"live","first_seen_at":"2026-09-26T07:15:01Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-09-29T13:33:36Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Role Overview\nSupport and Operations Associate is an entry-to-early-career role focused on delivering day-to-day customer support and operational execution under the guidance of senior team members. This role is ideal for someone building a foundation in fintech payments support, with clear pathways to grow into a Senior Support Engineer role as troubleshooting skills, ownership, and process knowledge develop. \nCustomer Support & Query Resolution\nHandle day-to-day customer support tickets and chats within defined SLAs, escalating complex or high-impact issues to senior team members.\nInvestigate and troubleshoot routine customer queries with guidance, ensuring timely and accurate responses.\nSupport merchant onboarding activities by assisting with basic testing, documentation, and coordination tasks.\nAssist customers with product walkthroughs and first-level operational guidance.\nService Quality & SLA Adherence\nAdhere to defined SLAs, response timelines, and support processes for all assigned tickets.\nMaintain accurate and up-to-date ticket records, ensuring proper categorization and documentation.\nFlag recurring or unresolved issues to seniors for review and follow-up.\nContribute to improving CSAT by maintaining quality and consistency in customer communication.\nBasic Technical Troubleshooting\nPerform first-level investigation of payment, payout, and integration-related queries, escalating unresolved or complex cases to Senior Support Engineers.\nCoordinate with internal teams (Product, Engineering, Operations) as directed for issue follow-up.\nProvide timely status updates on assigned tickets to customers and internal stakeholders.\nAssist in maintaining incident logs and basic documentation for ongoing issues.\nKnowledge Base & Process Support\nFollow established SOPs and troubleshooting guides for issue handling.\nFlag gaps or outdated information in SOPs and knowledge base articles to seniors.\nSupport the team in testing and adopting new tools, dashboards, or process changes.\nLearning & Collaboration\nActively build product, process, and troubleshooting knowledge through training and shadowing senior team members.\nCollaborate with peers to share learnings and support each other on ticket handling.\nParticipate in team training sessions and apply feedback to improve performance.\nCross-Functional Support\nAssist in coordinating with Product, Tech, and Operations teams on routine issue follow-ups as guided by seniors.\nCommunicate basic status updates on assigned tasks and tickets to relevant stakeholders.\nSupport cross-functional projects (migrations, process rollouts) with execution-level tasks as assigned.\nReporting & Tracking\nMaintain personal ticket trackers and update status regularly.\nSupport seniors in compiling data for SLA adherence, backlog, and resolution timeline reports.\nAssist in preparing basic status updates for ongoing tickets and projects.\nQualifications & Experience\n 1-3 years of experience in customer support, operations, or a related field; fintech/payments exposure is a plus but not required.\nBachelor's degree in any discipline; preference for candidates comfortable with numbers and process-driven work.\nComfortable working with support tools (e.g., Freshdesk) and basic spreadsheet tools (Excel/Google Sheets).\nSkills & Attributes\nStrong written and verbal communication skills.\nHigh attention to detail and comfort following structured processes and SOPs.\nWillingness to learn technical concepts related to payments, payouts, APIs, and reconciliation.\nAbility to work under time-bound SLAs and prioritize tasks effectively.\nTeam player with a proactive, coachable attitude.\nOur Commitment to Fairness\nFinmo is an inclusive, people-first workplace that values merit and performance. We are committed to providing equal opportunities for all and to fostering a work environment free from discrimination. We evaluate all candidates on the basis of merit, performance, and role fit without regard to age, race, gender, religion, marital status, disability, or any other characteristic unrelated to job performance. At this time, we are only able to consider candidates who are already authorised to work in Singapore.\nWe provide a supportive environment where our people can grow, contribute meaningfully, and thrive. All hiring decisions are made in accordance with applicable employment and fair employment laws in the country of hire.\nNote: Submissions by recruitment agencies will not be accepted. Only shortlisted candidates will be contacted.\nThank you for your interest in pursuing a career with Finmo!\nMessage Ayesha Sharma","description_format":"text","description_chars":4599,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Singapore","iso":"SG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways","Currency Exchange & FX Payments"],"lifecycle":[{"event":"open","at":"2026-09-26T07:15:01Z"}],"liveness":{"score":84,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.842,"p_room":1,"age_days":4,"expected_fill_days":30,"reasons":["conf:40","win:early","comp:junior"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/finmo-support-and-operations-associate","json_url":"https://alion.io/job/finmo-support-and-operations-associate.json","meta":{"generated_at":"2026-10-01T11:24:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3072,"day_limit":5000,"remaining_today":1928,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}