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Company : Verto

Job description : Click Here

Location : Pune

Address : https://share.google/eB6rTKC5G3c3UFY6h

Set-up : Hybrid (3 days office, 2 days home)

Eligibility : Minimum 2 years of proven relevant experience

Deadline : 24 May 2026 11:59 PM

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TASK

The scenario

A high-value business client based in Lagos is trying to pay a supplier in China. The payment of $50,000 USD has been “Pending” for 48 hours. The client has reached out 3 times on Intercom, getting increasingly frustrated.

Data Points

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Compliance

Payment flagged for Additional Compliance Review due to a mismatch in the supplier’s registered business name.

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<aside> <img src="/icons/chat_gray.svg" alt="/icons/chat_gray.svg" width="40px" />

Support SLA

The 10-minute chat SLA was missed twice because the team was overwhelmed with a surge.

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<aside> <img src="/icons/warning_gray.svg" alt="/icons/warning_gray.svg" width="40px" />

Customer’s latest message

“This is the third time this week! My supplier is threatening to cancel my order. Your platform is supposed to help us scale, not block us. If this isn't fixed in 2 hours, I’m moving my funds to a competitor.”

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Part 1: Tactical response 🗣️

Draft the Intercom response to this customer.

• You cannot tell them exactly when the compliance team will finish (as you don't know), but you must prevent them from churning.
• Keep the response under 150 words.
• Goal: de-escalate + retain the customer.

Part 2: Process audit 🔍

Identify the friction points in this scenario (e.g., communication gaps, product limitations, process issues), and for each point propose a concrete improvement so this doesn’t happen to the next 100 customers.

GUIDELINES