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Aspora is a borderless financial operating system founded in 2022, backed by Sequoia Capital, Greylock Partners, and Y Combinator. The company serves globally mobile professionals (NRIs—Non-Resident Indians) with cross-border banking solutions, operating across India, UK, UAE, EU, and US with 150+ team members.
In this role, you will be the trusted financial partner for a book of NRI customers, owning the complete relationship from onboarding through ongoing advisory and retention. You'll translate complex regulatory requirements—FEMA compliance, cross-border tax implications, NRO vs NRE account structures—into clear, actionable guidance that customers can understand and act on confidently.
Key responsibilities include:
- Owning end-to-end customer relationships and driving adoption of NRI banking products
- Resolving account, KYC, transaction, and documentation issues independently with no handoffs
- Identifying recurring friction patterns and translating them into specific product and process improvement recommendations
- Building detailed CRM records and contributing to internal playbooks that strengthen team capabilities
- Operating without scripts, diagnosing problems, and escalating with full context when needed
You'll sit at the intersection of customer experience and product thinking. Your daily customer interactions directly shape what the product team builds next. Success means customers feel genuinely guided (not just processed), issues are owned end-to-end with measurable reduction in repeat contacts, and customer insights are regularly surfaced to product and ops teams in actionable form.
This is a high-touch, relationship-driven role for someone who thrives on solving complex problems and building trust with customers navigating one of the most under-served financial journeys in global banking.
REQUIREMENTS:
- Experience in a customer-facing role in banking, fintech, financial services, or high-touch customer success
- Strong understanding of financial products with ability to explain them simply (NRI banking knowledge is a plus; curiosity is a requirement)
- High ownership mindset: you treat a customer's problem as yours until solved
- Ability to operate without a script—diagnose, improvise, and escalate with full context
- Comfortable with regulatory and compliance complexity; willing to engage in hard conversations
- Clear written and verbal communication in English; able to hold nuanced conversations about money with customers under stress
NICE TO HAVE:
- Additional Indian languages (Hindi, Tamil, Telugu, or others)
- Experience in a startup or early-stage environment
