Job Title Customer Service Head - Fintech Head of Customer Service Experience Fintech Location Golf Course Extension Road Sector 66 Gurugram Exp 10-15 years last 5 years experience should be in the fintech or financial services industry About Company The company is a cutting-edge fintech company located in Gurugram We are building a customer-centric culture where service excellence and product reliability go hand in hand Our aim is to provide seamless financial services and build trust through unmatched customer experience Role Overview The Head of Customer Service Experience will be responsible for defining leading and optimizing the customer service strategy This role blends operational leadership with a strong focus on customer journey design and long-term customer satisfaction Key Responsibilities Define the customer service vision mission and customer experience strategy in alignment with Finkeda s business goals Lead and manage all customer service operations email voice in-app social with a customer-first mindset Map and continuously improve the customer journey onboarding support retention feedback Establish KPIs and SLAs to measure customer satisfaction response time retention and the quality of service Drive a culture of empathy ownership and continuous improvement within the customer service team Collaborate with Product Risk Compliance and Marketing teams to ensure service design and processes reflect customer needs Supervise escalations lead root-cause analysis and drive corrective actions to prevent recurrence Implement feedback programs surveys user interviews and act on insights to drive customer-centric improvements Ensure compliance with fintech regulations data protection and internal service standards Build and lead a talent pipeline hiring mentoring and growing customer service leaders Report to senior leadership on service performance customer insights and strategic recommendations Required Qualifications Experience 10-15 years work experience with at least 5 years in the fintech or financial services industry and proven leadership in customer service or experience roles Deep understanding of customer service operations and customer journey management Experience working with CX tools CRM systems and customer feedback platforms Excellent strategic thinking problem-solving and data analysis skills Solid collaboration and stakeholder management skills Excellent communication both verbal and written Experience in managing compliance or working in regulated environments is a plus 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 100 000 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 Service Head 10 years Required Location Gurugram Haryana Required Work Location In person

📌 Customer Service Head- Fintech Industry (Haryana)
🏢 Adrianaa Services
📍 Haryana