21 Aug
|
Recognized
|
Bengaluru
21 Aug
Recognized
Bengaluru
About CheQ
At CheQ, we are turning the chaos of credit into a journey thats clear, rewarding, and even a little fun. With 50,000 Cr+ in lifetime payments, a growing tribe of users (30%+ using more than two products), and $16M raised from marquee investors, were fast becoming Indias favourite way to go from credit -stressed to credit -smart.
Founded by ex -Flipkart leader Aditya Soni and backed by 3one4 Capital, Venture Highway, Ram Shriram, Lloyd Mathias and more, CheQ isn't just another fintech, it’s a full -stack credit experience.
Here is what makes us different:
- Credit, simplified Track, pay, and optimise every credit card, loan, and bill in one smooth dashboard.
- AI that actually helps Meet Wisor, India's first AI -powered credit advisor, built to give real financial intelligence, not just data.
- More than payments, rewards, instant loans, and an embedded wallet all stitched into one seamless journey.
We’re here to make managing money feel less like a chore and more like a win.
What you’ll be doing
We are much more than our job descriptions, but here is where you will begin:
You will be responsible to help customers make most of the product. The customer support team is at the heart of every successful product story and you will lead the team to define and deliver a holistic customer service experience.
- Lead, manage, and motivate a large frontline customer support team (prior experience handling 20+ advisors required) across Chat, Email, and Calls.
- Own day -to -day operational execution, including queue management, productivity, adherence,
and case ownership across shifts.
- Drive performance against key CX metrics such as FRT, TAT, CSAT, FCR, repeat contact rate, and advisor productivity.
- Conduct regular 1:1s, coaching sessions, performance feedback, and corrective actions to improve quality and consistency.
- Manage operations in a rotational shift model, ensuring smooth handovers and continuity.
- Oversee support across Chat and Email as core channels and Calls (mix of customer support and sales).
- Own end -to -end UPI support, including pending/failed transactions, bank dependencies, and UPI Dispute Resolution (UDIR) tracking and closure.
- Ensure strict adherence to SOPs, regulatory requirements, data security standards, and internal policies.
- Monitor quality audits, identify gaps, and drive corrective and preventive actions.
- Analyze customer contacts and operational data to identify recurring issues, root causes, and improvement opportunities.
- Collaborate with Product, Tech, and Ops stakeholders to drive process improvements and support new feature or product launches.
- Maintain and improve knowledge base content, SOPs, and agent enablement material within CRM tools (Freshdesk/Freshchat preferred).
Like us, you’ll be deeply committed to delivering impactful outcomes for customers.