Natalia Kafar: Elevating Customer Success in Fintech

From problem-solvers to relationship builders, Natalia Kafar is shaping customer success at Finera.
As Head of Customer Success, she leads with candour, precision, and empathy, helping clients not just navigate issues but thrive.
Her team works behind the scenes to ensure merchants feel supported at every stage, with services that feel more like partnerships.

From Unexpected Path to Purpose

Natalia never imagined this career path—she shares:

“No child dreams of one day chasing merchants for documents while explaining payout rules for the sixth time before lunch. But here I am, and it turns out I love it.”

That honesty sets the tone for her approach. What started as a role filled with monotonous tasks has turned into a passion for solving problems and building genuine relationships.

A Role That Keeps You on Your Toes

Day in, day out, Natalia keeps “all the plates spinning”:

“I’m across merchant strategy, internal alignment, volumes, escalations, and all the little things that can make or break a relationship.”

Some days are all about handling urgent matters, while others focus on planning for retention, growth, and smooth merchant experiences.

Turning Support into Strategy

Her team’s work isn’t limited to fixing problems, it’s about preventing them:

“We build real relationships. That means understanding each client’s business inside out, not just responding to messages when volumes dip.”

They proactively recommend alternative payment methods, track usage trends, and even respond to Saturday Telegrams.

“Sometimes it means answering a Telegram message on a Saturday, because that’s what the industry demands. We're also honest. If something’s not working, we say so... nicely.”

Support vs. Success: A Clear Distinction

Natalia draws a clear line between support and success. Both are needed, but their roles differ:

“Think of Customer Support as the paramedics... quick fixes, urgent technical issues. Customer Success? We’re the nutritionists and personal trainers.”

Support puts out fires and her team builds the prevention plan.

“Support helps when something’s broken. Customer Success makes sure nothing breaks, helps you grow, and reminds you to upload your KYC so your payouts don’t vanish into the abyss.”

A Smooth Start: Customer Onboarding

A strong onboarding process means fewer problems later. Natalia’s team ensures clients start on a solid footing:

“We’re proactive, communicative, and if something looks like it’s going sideways, we catch it before it becomes a full-blown headache.”

Clear, consistent communication in these early weeks builds the trust that underpins long-term client success.

What Great Relationships Look Like

To Natalia, strong partnerships have these traits:

“Transparent, responsive, and honest, with a shared chat group that’s more active than some friendships.”

It’s about alignment and mutual growth with a side of GIFs and heads-up messages before big Friday launches.

Turning Feedback into Change

Listening isn’t just polite, it is essential:

“We actually listen.... wild, I know.”

Every piece of feedback is logged, tracked, and shared with relevant teams. If multiple clients raise the same issue, it becomes a priority.

“We’re not perfect, but we’re intentional.”

That loop of listening, learning, and improving helps elevate customer success in fintech.

Leading with Heart and Resilience

Natalia values emotional intelligence in her team:

“They’re sharp, fast, and somehow still kind… even when everything’s going sideways.”

Her team handles pressure with humour and empathy. Qualities that strengthen relationships and performance.

The Next Phase: Scaling with Purpose

Retention, data-driven insights, and refined support top Natalia’s agenda:

“More value, less churn, and a few more internal wins along the way.”

She also plans to improve onboarding processes and spot opportunities at the right moments.

“We want our merchants to stay, scale, and be genuinely happy.”

The Bottom Line: Trust & Dependability

When asked what she wants clients to feel, Natalia gets straight to the heart:

“Safe. Like, they know we've got them. We’re not perfect, but we’re dependable... If something’s wrong, we’ll fix it. If something’s unclear, we’ll explain it.”

Her goal? To be that reliable partner you call, no matter the hour or issue.

“We’re the friend you call when the car won’t start and you’re already late for school drop off. We show up, no questions asked.”

Find out how Natalia and her team deliver proactive customer support across Finera’s platform, keeping merchant success at the heart of every interaction.

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