- Own the complete customer support ecosystem across app, web, and social platforms
- Act as the single point of ownership for all customer experience outcomes
- Ensure consistent, high-quality engagement across all customer touchpoints
Escalation & Resolution Management
- Manage and resolve critical customer escalations across transactions, disbursals, and service issues
- Define and implement SLA frameworks (response time, resolution TAT, quality benchmarks)
- Establish escalation protocols with clear prioritization and severity levels
Social Listening & Reputation Management
- Monitor and respond to customer conversations across social platforms and review channels
- Manage responses to Play Store, App Store, and public reviews
- Drive improvement in ratings, reviews, and brand sentiment
Ticketing & Operations Management
- Oversee daily operations of: Customer tickets, Queries and complaints
- Ensure real-time resolution through a team of 3-5 members
- Improve operational efficiency via: SOPs, Automation andPrioritization frameworks
Refunds & Cashback Management
- Own governance and execution of: Refund processes and Cashback-related issues
- Ensure balance between customer satisfaction and fraud prevention
- Collaborate with finance and product teams for resolution efficiency
Voice of Customer (VoC) & Insights
- Build and manage a structured Voice of Customer program
- Identify recurring issues and systemic gaps
- Translate insights into: Product improvements,
Journey optimization, CX enhancements
KEY INTERACTIONS
Internal Stakeholders
External Stakeholders
Product Team
Social Media Platforms
Technology Team
App Store / Play Store ecosystems
Marketing Team
Customer support tool providers
KEY SKILLS & BEHAVIOURAL ATTRIBUTES
- Customer-first mindset with solid empathy and ownership
- High problem-solving ability with structured thinking
- Ability to operate under pressure in real-time environments
- Strong communication skills (written and verbal), especially in handling escalations
- Data-driven approach to decision making
- Attention to detail and process orientation
- Strong stakeholder management and collaboration skills
- Ability to balance customer experience with business and risk considerations
- Proactive mindset with bias for action
- Team leadership and people development capabilities
EDUCATION / EXPERIENCE
- Graduate/Postgraduate degree in Business, Marketing, or related field
- Certifications in customer experience tools or CRM platforms are a plus
- 5–8 years of experience in Customer Success / Customer Experience / Operations, preferably in fintech or digital platforms
- Experience managing real-time support operations and escalations
- Strong understanding of:
- Ticketing systems (Freshdesk, Zendesk, etc.)
- Social listening tools
- Proven ability to manage high-volume customer interactions and drive resolution efficiency
- Data-driven mindset with strong problem-solving capabilities