Job Title Suggestion Head of Customer Support Fintech Industry Location Golf Course Extension Road Sector 66 Gurugram In-office role Compensation 1 20 000 - 1 50 000 per month Exp 10-15 years with at least last 5 years in the fintech or financial services industry About company Limited The Company is a dynamic fintech company based in Gurugram focused on delivering innovative financial solutions We are committed to providing exceptional customer experiences through scalable support operations technological excellence and customer-centric strategies Role Overview As the Head of Customer Support you will be responsible for creating leading and scaling the customer support function in company This is a strategic leadership role You will define the customer support vision and roadmap drive operational excellence and align the support strategy with business goals Key Responsibilities Develop and implement the overall customer support strategy in alignment with business goals Build and manage a high-performing multi-channel support organization email chat voice in-app Define and track key metrics KPIs such as First Response Time Resolution Time CSAT NPS and SLAs Lead continuous process improvements to enhance efficiency reduce customer pain points and lower churn Recruit train mentor and retain a strong customer support leadership team team leads supervisors Work cross-functionally with Product Compliance Risk and Operations teams to resolve systemic customer issues and influence product enhancements Oversee major escalations ensuring root-cause analysis and corrective action Implement and manage customer feedback loops analyze feedback derive insights and propose actionable improvements Develop budgets forecasts and resource plans for the customer support function Represent the customer support function in the senior leadership team present regular performance and trend reports Required Qualifications Experience 10-15 years of overall experience with at least 5 years in the fintech or financial services industry ideally in customer support leadership roles Proven experience scaling customer support teams in a quick-growth or digital-first environment Strong leadership and people management skills Experience using CRM and support tools e g Zendesk Freshdesk Salesforce Service Cloud Data-driven mindset proficiency in analyzing metrics dashboards and translating data into strategic action Excellent communication collaboration and stakeholder management abilities Experience working with compliance risk or regulated financial products is highly desirable How to Apply Interested candidates please send your resume to madhur adrianaa com or message call HR Madhur Mishra on WhatsApp 91 (phone hidden) Job Types Full-time Permanent Pay 120 000 00 - 150 000 00 per month Benefits Health insurance Provident Fund Application Question s Do you have experience in customer support last 5 years in Fintech Finance or Insurance Industry How many peoples team you are handling currently How much you rate yourself in 0 10 in English communication skills What is your In Hand Salary per month Are you currently working or left you job If selected how soon can you join Experience Customer Support Head 10 years Required Location Gurugram Haryana Required Work Location In person

📌 Customer Support Head – Fintech Industry (Haryana)
🏢 Adrianaa Services
📍 Haryana