Nelo

Customer Support

• Deliver fast, accurate, and empathetic support via WhatsApp, email, and internal workflows.
• Handle complex user scenarios including financial disputes, exception cases, and ambiguous product issues.
• Analyze tickets to detect root causes, identify patterns, and raise quality tickets to Product or Engineering.
• Collaborate with the automation team to improve flows by providing structured feedback or tagging errors.
• Support operational processes such as claims, identity checks, transaction investigations, and escalations.

Customer Experience Agent