Baubap
Finance / FinServ
CustomerSuccessChampion
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Champion at Baubap. Skills: Customer Success, Customer Service, Problem Solving, Communication. Deliver exceptional, customer-centered service across all communication channels.. Fiercely advocate for every customer supported.”
What You'll Achieve.
Maintain Customer Satisfaction (CSAT) at ≥ 90%; Consistently delivering high-quality, customer-centered service in all escalated interactions.; Demonstrate exceptional empathy and emotional intelligence while acting as a true customer advocate ensuring that decisions, processes, and solutions are consistently viewed through the lens of the customer’s experience and expectations.; Proactively identify recurring pain points and transform them into structured, actionable insights that are documented, tracked over time, and clearly communicated across the organization to drive meaningful improvements.; Take ownership of improvement initiatives by proposing solutions, supporting execution, and independently developing the skills or knowledge required to move ideas forward.; Contribute to solving root causes not only resolving individual cases, but helping prevent recurring issues at scale.
Industry & Context.
Problem-solving and decision-making skills, particularly in complex or sensitive customer situations.; Contribute to solving root causes not only resolving individual cases, but helping prevent recurring issues at scale.
Full-time availability with on-site presence, working from the office while managing digital customer communication channels.
What They're Looking For.
Must Have
At least 2 years of professional experience in an organization, preferably in startup, technology, fintech, banking, or financial services environments., Experience in roles involving direct customer interaction within digital products or tech-enabled services., Familiarity as an active user of financial services (banking, credit, fintech products), with basic understanding of how digital financial products operate., Experience working in remote or distributed teams, using CRMs, ticketing systems, or digital support tools., problem-solving and decision-making skills, particularly in complex or sensitive customer situations., Excellent written grammar and verbal communication skills., English proficiency at B1 level or higher., Full-time availability with on-site presence, working from the office while managing digital customer communication channels.
Nice to Have
Exposure to product development environments (e. g. , participating in usability testing, customer interviews, or feedback loops)., Experience contributing to process optimization or operational improvements using tools such as Jira, Miro, Notion, or similar.
What You'll Do.
customer-centered service across all communication channels.
Fiercely advocate for every customer supported.
Manage day-to-day customer interactions
particularly complex or sensitive cases escalated by AI.
Ensure each situation is handled with empathy
Build trust and reinforce Baubap’s commitment to dignity
and fairness throughout the loan lifecycle.
Act as the voice of the customer within Baubap.
Proactively surface recurring pain points.
Push for timely and effective solutions.
Collaborate cross-functionally to ensure customer needs are heard
Transform frontline feedback into actionable insights.
Support initiatives that impact business OKRs.
Strengthen customer satisfaction
operational performance
and long-term retention.
Manage customer interactions across all active communication channels
primarily handling complex or sensitive cases escalated by our AI agent.
and respectful resolution of cases
maintaining high service quality standards and proper documentation.
Conduct proactive outreach to customers when case sensitivity
or business priorities require follow-up
or preventive support.
Escalate recurring or systemic issues and ensure customer impact is considered in internal decisions.
Identify recurring pain points from frontline interactions and translate them into structured improvement proposals.
Support the execution and follow-up of approved initiatives aimed at improving customer experience
operational efficiency
or communication clarity.
Stay up to date with product updates
and tools to ensure accurate and consistent service delivery.
How You'll Work.
Team & Collaboration
Collaborate cross-functionally to ensure customer needs are heard, prioritized, and addressed.; Act as the voice of the customer within Baubap, escalating recurring or systemic issues and ensuring customer impact is considered in internal decisions.
Communication Scope
Excellent written grammar and verbal communication skills; English proficiency at B1 level or higher
Process & Methodology
Support the execution and follow-up of approved initiatives aimed at improving customer experience, operational efficiency, or communication clarity., Take ownership of improvement initiatives by proposing solutions, supporting execution, and independently developing the skills or knowledge required to move ideas forward.
Full Job Description
The mission: As a Customer Champion, your mission is to deliver exceptional, customer-centered service across all our communication channels while fiercely advocating for every customer you support. You are responsible for managing day-to-day customer interactions particularly complex or sensitive cases escalated by our AI agent ensuring each situation is handled with empathy, clarity, sound judgment, and efficiency. Every conversation is an opportunity to build trust and reinforce Baubap’s commitment to dignity, transparency, and fairness throughout the loan lifecycle. Beyond service execution, you act as the voice of the customer within Baubap. You proactively surface recurring pain points, push for timely and effective solutions, and collaborate cross-functionally to ensure customer needs are heard, prioritized, and addressed. By transforming frontline feedback into actionable insights and supporting initiatives that impact our business OKRs, you help strengthen customer satisfaction, operational performance, and long-term retention ensuring that as we scale through automation, we never lose our human touch. The expected outcome: Maintain Customer Satisfaction (CSAT) at ≥ 90%, consistently delivering high-quality, customer-centered service in all escalated interactions. Demonstrate exceptional empathy and emotional intelligence while acting as a true customer advocate ensuring that decisions, processes, and solutions are consistently viewed through the lens of the customer’s experience and expectations. Proactively identify recurring pain points and transform them into structured, actionable insights that are documented, tracked over time, and clearly communicated across the organization to drive meaningful improvements. Take strong ownership of improvement initiatives by proposing solutions, supporting execution, and independently developing the skills or knowledge required to move ideas forward. Contribute to solving root causes not only resolving individual ca
Applying for this Customer Success Champion role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Baubap?
Real rants from real employees. Read before you apply.