Customer Support (Virtual)

Role: Customer Support (Virtual)

Experience: 1-4 years

Location: Bengaluru (5 Days WFO)

Salary: Competitive

Note: This requirement is with one of the Uplers' clients Cupi

About Cupi:

• CUPI | Corporate UPI Infrastructure
• CUPI is an RBIH-incubated fintech startup delivering bank-grade Corporate UPI infrastructure, built with a compliance-first and security-by-design approach.
• Our platform is aligned with RBI regulations, Government of India guidelines, and industry-standard security frameworks, enabling regulated enterprises, banks, and public institutions to deploy Corporate UPI with confidence.

Key Highlights:

• Bank-Approved & Partnered: CUPI is vetted, approved, and resold by leading private banks, with each deployment undergoing stringent bank-led reviews across compliance, risk, and information security.
• Proven Enterprise Adoption: Trusted by government bodies and large enterprises for controlled, auditable, and scalable UPI-based corporate payments.
• Security & Compliance: ISO 27001:2022 certified; VAPT completed by CERT-In empaneled auditors, meeting enterprise and banking security standards.
• Experienced Leadership: Led by a seasoned founding team with deep expertise across fintech, banking, payments, and large-scale enterprise systems.
• CUPI empowers banks and enterprises to implement secure, compliant, and scalable Corporate UPI solutions.
• 🏆 Recognitions: Winner of the Karnataka Elevate Program, formally recognized by the Government of Karnataka and the Hon’ble IT & BT Minister for innovation in UPI.

Job Description:

Customer Support (Virtual) This role is for the digital gift card marketplace built for tech-savvy and gamer-first users. It enables users to browse, purchase, and redeem gift cards while earning instant discounts and cashback rewards. We’re looking for a proactive and detail-oriented Customer Support Executive to ensure a seamless, trust-first experience for our users.

They will be the first point of contact for users, handling queries related to gift card purchases, payments, cashback, wallet balances, and order issues. Their goal is to resolve issues quickly, clearly, and professionally while maintaining high customer satisfaction.

Key Responsibilities

• Resolve customer queries via chat, email, or CRM tools
• Handle issues related to:
• Gift card delivery or redemption
• Payment failures (UPI, cards etc.)
• Cashback and wallet balance discrepancies
• Refunds and transaction status
• Escalate technical issues to internal teams with proper documentation
• Maintain accurate ticket logs and follow SLAs
• Contribute to FAQ updates and process improvements

Requirements

• 1-2 years of experience in customer support (ecommerce / fintech preferred)
• Strong understanding of online payment flows and order lifecycle
• Excellent written and verbal communication skills
• Comfortable handling high-volume chat/email support
• Familiarity with CRM tools (Freshdesk, Zendesk, etc.)

Plus: Prior experience with gift card marketplaces or digital commerce platforms

This role can be deployed in the client's place or Escrow stack office