· Set targets, monitor KPIs, and ensure SLA adherence.
· Drive process improvements and training initiatives.
· Handle merchant escalations and critical incident responses.
· Interface with product and compliance teams for issue resolution.
· Conduct regular 1-on-1s,
appraisals, and coaching.
Requirements
· Bachelor’s degree; preference for Finance, Business, or
Tech domains.
· 6+ years of customer support experience, with 2+ years in leadership.
· Expertise in U.S. fintech or banking domain preferred.
· Proficiency in reporting tools and workforce management.
· Robust decision-making, communication, and leadership skills.
This position requires a 6-day work schedule. Monday to Friday will be Work-From-Office (WFO), while Saturday or Sunday will be Work-From-Home (WFH). The 6th-day working will be compensated as per company guidelines.