Job Description: Customer Success Associate
Location: Bangalore
Industry: Fintech / SaaS
Employment Type: Full-Time, Permanent
Working Days: Monday to Saturday
About Us: DIGITAP.AI is an Enterprise SaaS company providing high tech advanced AI /ML, Alternate Data Solutions to new age internet driven businesses for reliable, fast and 100% Compliant Customer Onboarding, Alternate Data Solutions for Automated Risk Management and other Value-Added Services. Our proprietary Machine Learning Algorithms and Modules provide one of the best success rates in the market. We are working with the top digital lenders of India & the team brings together deep and vibrant experience in Fintech Product & Risk Management, Fraud Detection and Risk Analytics.
Role Overview
The Customer Success Associate will support client onboarding, assist with day-to-day usage of SaaS-based REST APIs, and independently handle first-level issue investigation and troubleshooting. The role requires the ability to reproduce issues, analyze API behavior, and collaborate closely with internal teams to ensure accurate and timely resolution for clients.
This role is ideal for candidates who are already comfortable working with APIs and are looking to gain hands-on exposure to real client integrations and problem-solving in a SaaS environment.
Key Responsibilities
Client Onboarding Support
- Assist clients during onboarding by validating configurations, reviewing documentation, and ensuring correct API usage.
- Support client movement across UAT and production environments as per defined onboarding processes.
- Maintain accurate onboarding checklists, internal remarks, and client records.
Issue Reproduction & Troubleshooting
- Independently analyze and reproduce reported client issues using inputs, logs, and API testing tools.
- Perform first-level troubleshooting for REST API–based integrations, including request/response mismatches, HTTP status codes, error codes, and integration behavior.
- Identify whether issues are due to configuration gaps, usage errors, or potential product defects before escalation.
Collaboration & Escalation Management
- Collaborate with internal product, engineering, and implementation teams for issues requiring deeper investigation.
- Raise escalations with clear problem statements, reproduction steps, and supporting evidence.
- Track escalated issues end-to-end and ensure timely closure.
Client Communication
- Communicate clearly and professionally with designated client SPOCs.
- Acknowledge issues promptly and set accurate expectations on resolution timelines.
- Ensure consistent follow-ups and ownership until issue resolution.
Product & Process Understanding
- Develop a working understanding of the company’s API suite, expected behaviors, and supported workflows.
- Identify recurring issues or patterns and flag them internally to improve documentation or processes.
- Adhere strictly to defined SLAs, escalation paths, and support workflows.
Operational Discipline
- Maintain complete and accurate documentation for tickets, onboarding activities, and client interactions.
- Update internal trackers and systems to ensure visibility and accountability.
- Follow internal quality and compliance standards.
Required Skills & Qualifications
Experience & Education
- Bachelor’s degree in any discipline.
- 0–1 years of experience in a technical, client-facing role within a SaaS or API-driven environment.
Experience limited to script-based chat or call-center support is not preferred. - Exposure to B2B clients is an advantage.
Technical Skills (Mandatory)
- Hands-on experience working with REST APIs and JSON structures.
- Ability to independently analyze API requests, responses, HTTP status codes, and error messages.
- Practical experience using API testing tools such as Postman.
- Comfortable reviewing logs, payloads, and technical documentation.
Soft Skills
- Strong written and verbal communication skills with a structured, professional approach.
- Analytical mindset with strong attention to detail.
- Ability to manage multiple client issues while maintaining ownership and accuracy.
- Proactive, accountable, and process-driven.