Customer Experience Associate

Job Description

Title: Customer Experience Associate

Company Name: Priyo Limited

Vacancy: 4

Age: At most 30 years

Job Location: Dhaka (Dhanmondi)

Salary: Tk. 25000 - 35000 (Monthly)

Experience:

• At most 1 year
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, Online Newspaper/ News Portal, Web Media/Blog, Financial Technology (Fintech) Startup
• Freshers are also encouraged to apply.

• Bachelor/Honors

• At most 1 year
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, Online Newspaper/ News Portal, Web Media/Blog, Financial Technology (Fintech) Startup
• Freshers are also encouraged to apply.

• Age At most 30 years

About the Role

At Priyo Pay, Customer Experience is more than answering customer queries. We help freelancers, remote workers, agencies, business owners, and global professionals receive payments, manage accounts, resolve compliance requirements, and navigate financial services with confidence.

We're looking for people who genuinely enjoy helping others, solving problems, and taking ownership. If your goal is simply to complete tasks and wait for the day to end, this role probably isn't for you. We want team members who care about customers, think critically, and go the extra mile to create a "wow" experience.

What You'll Do

Customer Support & Relationship Management

• Assist customers through live chat, email, tickets, calls and social media channels.

• Understand customer concerns and provide accurate, timely, and empathetic solutions.

• Follow up with customers until issues are fully resolved.

• Build trust and long-term relationships through exceptional service.

Problem Solving & Case Ownership

• Investigate customer issues and identify root causes rather than offering generic responses.

• Coordinate with internal teams to resolve complex account, payment, and transaction-related matters.

• Take ownership of customer cases from start to finish.

• Escalate critical issues when necessary while maintaining clear communication with customers.

Compliance & Verification Support

• Assist customers with KYC, KYB, verification, and other compliance-related requirements.

• Request and review supporting documentation when needed.

• Communicate professionally about source of funds, account reviews, business verification, and regulatory inquiries.

• Work closely with compliance and banking partners to ensure smooth case resolution.

Ticket & Workflow Management

• Manage support cases using Zendesk and other support platforms.

• Respond to customer inquiries via Crisp and social media channels.

• Maintain accurate case notes and documentation.

• Meet service level expectations while maintaining quality and attention to detail.

Customer Experience Improvement

• Identify recurring customer pain points and recommend improvements.

• Contribute ideas that improve support processes, knowledge bases, and the overall customer journey.

• Help build a culture focused on customer success and operational excellence.

• Act as the voice of the customer by identifying trends, recurring issues, and opportunities to improve products, processes, and customer experiences.

• Actively participate in team discussions and process improvement initiatives.

What We're Looking For

• Strong passion for helping people and solving problems.

• Excellent written English communication skills and good spoken English skills.

• Ability to remain calm and professional in challenging situations.

• Strong attention to detail and ability to follow procedures.

• Critical thinking and an investigative mindset.

• Ability to quickly learn financial products, compliance requirements, and operational processes.

• Ability to effectively manage multiple customer conversations, priorities, and systems while maintaining accuracy and attention to detail.

• Strong sense of accountability and ownership, with a commitment to seeing issues through to resolution.

• Available to work on a roster basis (rotational shifts, including evenings, weekends, and holidays as required).

• Previous experience in customer support, customer success, operations, banking, fintech, or compliance is preferred but not mandatory.

Education Requirement

• Bachelor's degree in any discipline is preferred.

• Fresh graduates are encouraged to apply.

• Strong communication skills, problem-solving ability, and a customer-first mindset matter more than a specific field of study.

What We Offer

• Opportunity to work with fast-growing fintech organizations.

• Exposure to both local and international financial services ecosystems.

• Professional development and career growth opportunities.

• Collaborative and innovative work environment.

• Opportunity to contribute to Bangladesh's rapidly evolving fintech landscape.

What We Value Most

We can teach systems and processes. We cannot teach genuine care for customers. We're looking for people who:

• Take ownership.

• Stay curious and ask questions.

• Think before responding.

• Enjoy solving difficult problems.

• Treat every customer with respect and empathy.

• Think out of the box and go the extra mile.

• Want to build a meaningful career while making a positive impact on customers' lives.

If helping people succeed gives you satisfaction, we'd love to hear from you.

• Performance bonus
• Lunch Facilities: Partially Subsidize
• Festival Bonus: 2

Performance-based incentives and rewards.