Customer Experience Analyst

Role Overview Lemonn, a flagship brand under PeepalCo, is looking for a Customer Experience Analyst to join their growing support team in Bengaluru. This is an exciting opportunity to work at the intersection of fintech and customer engagement, where you will handle queries across multiple channels and contribute directly to user satisfaction and product improvement. If you are passionate about delivering exceptional customer experiences in the wealth-tech space, this role is made for you. Key Responsibilities - Engage with customers through calls, email, chat, and social media to resolve queries effectively and promptly - Understand and identify customer needs to provide accurate and satisfactory resolutions - Manage and process KYC documentation for customers - Coordinate with cross-functional teams including engineering and partner teams to resolve complex issues - Analyse the existing customer base to identify risks and opportunities for improvement - Gather field feedback from customers and communicate actionable insights to the product and development teams - Conduct outbound calls for market research and user outreach targeting the Indian audience Required Qualifications - 1 to 2 years of experience in a customer support or customer satisfaction role - Prior experience handling both voice and non-voice support processes - Strong verbal and written communication skills in English and Hindi - Willingness to work in rotational shifts - Self-motivated with a positive attitude and ability to adapt to a fast-paced, growing team environment - Ability to adhere to standardised processes and compliance guidelines without compromising customer experience - Prior exposure to fintech, stocks, or mutual funds domain is a strong advantage Why Join Us At PeepalCo, you will be part of a mission-driven team backed by world-class investors like a16z, Tiger Global, and Sequoia Capital India, working to make wealth creation accessible to every Indian. The company offers an inclusive, fun, and ownership-driven culture with exceptional perks including extended parental leave and a diverse, empowering work environment.

- 1 to 2 years of customer support or customer satisfaction experience - Experience in voice and non-voice support processes - Strong communication skills in English and Hindi - Familiarity with KYC processing - Ability to handle multi-channel queries including chat, email, calls, and social media - Willingness to work in rotational shifts - Self-starter with a positive and adaptable mindset - Knowledge of fintech, stocks, or mutual funds is an added advantage

- Up to 8 months of maternity leave - 1 month of paternity leave - Gender reassignment surgery medical reimbursement - Fun workplace with PS5, foosball, and carrom - Disco nights, offsites, and team activities - Gift boxes and employee engagement programs - Equal opportunity and inclusive work environment