Business Operations Intern — Pumpkin AI / Jhataak.com
Location: Gurugram, Haryana
Work Mode: In Person
Employment Type: Internship
Stipend: ₹12,000 – ₹15,000 per month
About Pumpkin AI / Jhataak.com
Pumpkin AI is building Jhataak.com, a digital-first lending platform focused on making access to business credit faster, simpler and more transparent for India’s owner-led businesses and MSMEs.
The platform brings together customer onboarding, business assessment, documentation, lender matching, application processing and disbursal coordination within a technology-enabled workflow.
As the platform scales, strong business operations are critical to ensuring that customers move smoothly through the lending journey, cases are processed efficiently, platform issues are identified early, and internal teams remain aligned.
We are looking for a Business Operations Intern who is comfortable working at the intersection of customers, technology, lending processes and execution.
This is not a purely administrative internship. The role is designed for candidates who want hands-on exposure to how a fintech platform operates, serves customers and continuously improves its processes.
Role Objective
The Business Operations Intern will support the day-to-day execution of the Jhataak.com lending journey by:
- Assisting customers through onboarding and application processes
- Tracking and coordinating loan cases across different stages
- Supporting platform demonstrations and customer interactions
- Identifying operational and product issues
- Coordinating with internal and external stakeholders
- Analysing customer and process data
- Helping improve operational efficiency and customer experience
The role requires a combination of communication, analytical thinking, ownership and disciplined execution.
Key Responsibilities1. Platform & Business Process Understanding
- Develop a strong working understanding of Jhataak.com, its features, workflows and business objectives.
- Understand the end-to-end lending journey, including:
- Lead generation
- Customer registration and onboarding
- KYC and business verification
- Document collection
- Financial and business assessment
- Loan requirement evaluation
- Lender identification and matching
- Application submission
- Credit evaluation
- Sanction and offer
- Documentation
- Disbursal
- Understand how different customer profiles, business types and borrowing requirements move through the platform.
- Stay updated on product enhancements, lender requirements and process changes.
2. Customer Interaction & Platform Demonstration
- Interact with prospective and existing customers over phone, video calls and digital communication channels.
- Explain the Jhataak.com proposition, platform workflow and application process clearly and professionally.
- Conduct product or platform demonstrations as required.
- Understand the customer's business profile, borrowing requirement and immediate financing needs.
- Help customers understand eligibility requirements, information requirements and next steps.
- Address basic platform and process-related queries.
- Maintain timely and professional follow-up with customers.
3. Customer Onboarding & Application Support
- Assist customers in registering and completing their profile on Jhataak.com.
- Guide customers through KYC, business information, financial details and document submission.
- Help identify missing information or documentation required to progress an application.
- Follow up with customers on pending actions.
- Track application progress and ensure cases move systematically through the defined workflow.
- Identify reasons for onboarding or application drop-offs.
- Help improve customer completion and engagement rates.
4. Business Operations & Case Management
- Support day-to-day execution of customer loan applications.
- Maintain accurate status of active cases and pending actions.
- Coordinate between customers, internal teams and lending partners wherever required.
- Ensure that required customer data and documents are available before cases move to subsequent stages.
- Monitor delays and operational bottlenecks.
- Escalate exceptions or unresolved issues to the relevant team.
- Follow up on open actions until closure.
- Help maintain expected turnaround times across the application journey.
The intern will be expected to develop a strong sense of case ownership, rather than merely updating trackers.
5. Lender & Partner Coordination
- Support communication and coordination with lenders, NBFCs and ecosystem partners.
- Track application submissions and subsequent lender requirements.
- Maintain records of case status, queries, additional document requests and outcomes.
- Understand lender eligibility criteria and product requirements over time.
- Assist the business team in matching suitable customer profiles with relevant lending options.
- Capture reasons for lender rejection, approval delays and additional information requirements for internal analysis.
6. Platform Review, UAT & Issue Identification
- Review the platform from the perspective of an actual customer and operations user.
- Identify:
- Broken or incomplete workflows
- Missing validations
- Usability issues
- Process inconsistencies
- Unnecessary manual steps
- Customer friction points
- Document issues in a structured and reproducible manner.
- Coordinate with product and technology teams for resolution.
- Participate in User Acceptance Testing (UAT) for new features and workflow changes.
- Validate that implemented functionality meets the intended business requirement before rollout.
7. Customer Success & Experience Improvement
- Act as an initial point of support during the customer's lending journey.
- Help customers understand their current application status and pending requirements.
- Capture customer concerns, objections and recurring questions.
- Identify common sources of confusion or friction.
- Share structured feedback with the product and operations teams.
- Recommend improvements to communication, workflows and customer guidance.
- Help create a responsive and professional customer experience.
8. Business Analysis & Reporting
- Assist in tracking and analysing operational metrics such as:
- Leads generated
- Customers contacted
- Registration conversion
- Application completion
- Documentation completion
- Customer drop-offs
- Lender submissions
- Approval and rejection rates
- Sanctions
- Disbursals
- Turnaround times
- Identify patterns and recurring bottlenecks in the customer journey.
- Analyse customer conversations and feedback for actionable insights.
- Prepare operational reports and management summaries.
- Support decision-making using data rather than assumptions wherever possible.
9. Market & Competitor Research
- Conduct structured research on:
- MSME lending
- Business loans
- Digital lending platforms
- NBFC products
- Lending marketplaces
- Fintech customer journeys
- Compare competitor propositions, onboarding journeys and customer experiences.
- Identify useful practices or market gaps that may improve Jhataak.com's proposition.
- Present findings in a concise and actionable format.
10. Documentation & Process Improvement
- Maintain accurate operational records, trackers and documentation.
- Assist in creating and updating:
- Standard Operating Procedures
- Customer onboarding guides
- FAQs
- Internal process documents
- Workflow documents
- Platform usage guides
- Issue and exception logs
- Identify repetitive tasks that can be simplified, standardised or automated.
- Suggest practical improvements to reduce operational effort and turnaround time.
What We Are Looking ForCore CompetenciesCommunication
- Clear and professional verbal communication
- Comfortable speaking with customers over phone and video calls
- Ability to explain processes in simple language
- Good written communication and documentation skills
Analytical Ability
- Strong problem-solving approach
- Ability to understand workflows and identify gaps
- Comfortable working with structured data
- Ability to identify patterns and convert observations into actionable insights
Execution & Ownership
- Strong follow-through on assigned tasks
- Ability to track multiple open actions simultaneously
- Attention to detail
- Ability to work within defined processes while identifying opportunities for improvement
- Willingness to take ownership rather than wait for instructions at every stage
Technology Orientation
- Comfortable using web-based applications and business software
- Ability to understand technology workflows from a business perspective
- Working knowledge of Microsoft Excel or Google Sheets
- Willingness to learn new digital tools quickly
Preferred Exposure
Prior experience is not mandatory, but exposure to any of the following would be useful:
- Fintech
- Banking or NBFC operations
- Lending or credit products
- MSME or business finance
- Customer onboarding
- KYC processes
- CRM systems
- SaaS platforms
- Business analysis
- Customer success
- Sales operations
- Financial analysis
Basic familiarity with financial statements, GST, bank statements or business documentation will be an advantage.
Educational Background
Applications are welcome from candidates pursuing or having completed undergraduate or postgraduate education in areas such as:
- Business Administration
- Commerce
- Economics
- Finance
- Business Analytics
- Engineering
- Technology
- Management
- Other relevant disciplines
An MBA or postgraduate qualification is not mandatory.
We will place significantly greater weight on:
- Communication ability
- Analytical thinking
- Learning aptitude
- Customer orientation
- Attention to detail
- Ownership
- Execution capability
rather than on the specific degree or institution.
Who Will Do Well in This Role
This role is particularly suitable for someone who:
- Enjoys interacting with customers but is also comfortable working with data and processes.
- Wants to understand how fintech and digital lending work in practice.
- Is curious about both business and technology.
- Can identify when something in a process does not make sense.
- Is comfortable following up persistently until an issue is resolved.
- Likes structured problem-solving.
- Wants exposure beyond a narrowly defined internship role.
- Is interested in building a career in Business Operations, Fintech, Product, Business Analysis, Customer Success or Financial Services.
What You Will Learn
The internship will provide practical exposure to:
- Digital lending operations
- MSME and business lending
- Customer acquisition and onboarding
- KYC and documentation workflows
- Credit application journeys
- Lender and NBFC processes
- Customer success
- Business operations
- Product and technology workflows
- User Acceptance Testing
- Business process improvement
- Operational analytics and reporting
- Cross-functional working between business, technology, credit and operations teams
You will gain first-hand exposure to how a technology-led fintech business operates and scales.
Performance Expectations
Success in this role will be evaluated primarily on:
- Quality and professionalism of customer interactions
- Timeliness of follow-ups
- Accuracy of operational records
- Ability to progress assigned cases
- Quality of issue identification and documentation
- Responsiveness and ownership
- Ability to learn the platform and lending process
- Contribution towards reducing customer and operational friction
Work Requirements
Work Location: Gurugram, Haryana
Work Mode: In Person
Candidates should be able to reliably commute to Gurugram or relocate before joining.
Stipend: ₹15,221 per month
Pay: ₹15,221.00 per month
Work Location: In person
