Customer Support Representative

About Neu Money

Neu Money is committed to empowering individuals to build credit transparently and fairly, providing tools that promote financial stability and growth irrespective of background or credit history. The company embraces an inclusive culture across a diverse, global team, striving to redefine credit-building as an accessible opportunity for all.

Role Overview

Neu Money is looking for a Customer Support Representative to champion customer needs by managing inquiries related to applications, products, and payments. The support team prides itself on superior care and personalized attention compared to major credit card companies.

Key Responsibilities

• Efficiently handle customer questions across phone, email, and other channels while maintaining high service standards.
• Comply with service level agreements (SLAs) and key performance indicators (KPIs).
• Identify and escalate complex cases such as account holder death, fraud, personal information changes, service violations, blocked accounts, or complaints.
• Maintain composure and communicate effectively during challenging customer interactions.
• Help update and improve training materials, knowledgebase content, and reply templates.
• Participate actively in weekly meetings and coaching sessions.
• Support additional projects and responsibilities as required.

Required Qualifications and Skills

• Fluent English communication skills.
• At least three years of recent work in customer support or call center roles.
• Empathy, kindness, patience, and assertiveness in handling customer situations.
• Strong interpersonal and communication skills.
• Comfort working in call center environments dominated by calls and emails.
• Motivation to assist individuals new to credit in managing financial success.
• Experience with customer support software such as Freshdesk, Intercom or Zendesk.
• Adaptability to startup environments with variable daily tasks.
• Ability to manage stressful situations and solve problems efficiently.
• Capacity for multitasking and handling diverse projects.
• Eagerness to learn the product thoroughly.
• Receptiveness to feedback and willingness to grow professionally.
• Background in startups or financial technology is highly advantageous.

Additional Details

Location: Kolkata (Remote)

Work Schedule: Monday through Saturday, 10:00 AM to 7:00 PM Eastern Standard Time (U.S.)