Customer Experience Executive

About the role

We are seeking a Customer Experience Executive to be the first point of contact for our B2B clients. You will guide customers through the ID‑Pal platform, resolve issues, and ensure a smooth, efficient experience in a fast‑paced SaaS environment.

Key responsibilities

• Act as primary contact for customer queries, managing issues from initial report to resolution.
• Investigate and troubleshoot problems, collaborating cross‑functionally when needed.
• Deliver training sessions and onboarding support for new customers.
• Identify recurring issues, share insights with internal teams, and maintain accurate CRM records.
• Work closely with Product, Engineering and other departments to improve workflows and overall customer experience.

Required profile

• 2+ years in a B2B Customer Experience, Support or Service role, preferably in FinTech/RegTech.
• Proven ability to manage and resolve customer queries end‑to‑end.
• Strong communication skills and a genuine interest in helping customers.
• Ability to prioritize and handle multiple issues in a fast‑paced environment.
• Experience with CRM systems, preferably Salesforce.
• Knowledge of data analysis and reporting.
• Proficiency with the Microsoft Office suite.

Required skills

• Salesforce
• Microsoft Office (Excel, Word, PowerPoint)