Key Responsibilities / What Youll Do:

DeOwn the CS engine

- Define and run CS operations strategy across all support channels — calls, chats, and emails — plus WhatsApp and in-app support.
- Own channel-specific performance: call queue/IVR management, live-chat coverage and response times, and email/ticket inbox TAT.
- Set and monitor SLAs and KPIs: TAT, first-response and resolution time, CSAT/NPS, escalation and reopen rates tracked per channel.
- Build, lead, and coach a team of CS managers, agents, and QA analysts; own hiring and performance management.
- Manage relationships with outsourced/BPO support partners where applicable, including commercials and quality audits.

Leverage AI to automate and reduce manual work

- Deploy AI chatbots/virtual assistants to auto-resolve routine call, chat, and email queries without agent intervention.
- Use AI-powered email triage and response drafting to cut manual handling time while keeping language accurate and compliant.
- Implement AI call transcription, summarization, and sentiment analysis to speed up QA, coaching, and root-cause detection.
- Pilot agentic AI workflows that resolve multi-step queries end-to-end, routing to a human only on genuine exceptions.
- Own the automation roadmap and report on impact — tickets deflected, average handling time saved, cost-per- resolution reduced.

Turn support data into product and retention signal

- Partner with Product & Tech to flag and prioritise recurring friction in KYC, order placement,



RFQ, and payouts.
- Work with the Retention team to identify service-driven churn signals and feed them into proactive win-back and outreach efforts.

Drive efficiency and compliance

- Champion self-serve and automation (FAQs, chatbot/IVR, macros) to reduce cost-per-resolution without hurting CSAT.
- Ensure investor grievance handling meets SEBI/regulatory requirements (e.g. SCORES and exchange-mandated timelines) and internal audit standards.
- Own the escalation matrix for high-severity issues (payout delays, KYC rejections, order failures) with clear ownership and turnaround.

Experience & Qualifications: Must-Have

- 5–7 years in Customer Service/Support Operations, with at least 3+ years leading teams at scale.
- Experience in fintech, BFSI, broking, or wealth-tech, ideally in a SEBI/RBI-regulated environment.
- Robust hands-on comfort with data — Metabase/Excel — to make and defend decisions with evidence, not anecdotes.
- Track record of running support on modern helpdesk/CRM tooling (Freshdesk, Zendesk, or equivalent) and driving automation.
- Excellent cross-functional operator: comfortable pushing back on Product/Tech with data, and aligning with Compliance on regulatory asks.
- Hands-on experience evaluating or deploying AI tools in a CS setting — chatbots, agent-assist, email automation, or call analytics — with a track record of measurable ticket/AHT reduction.

📌 Customer Support Lead (Delhi)
🏢 Astranova Mobility
📍 Delhi