Assistant Manager – Customer Success

Location: HSR, Bangalore

Department: Customer Success

Reporting To: Lead – Customer Success

About InPrime Finserv

InPrime Finserv is a Bengaluru-based, RBI-registered NBFC (legally named STK Credit Private Limited) that provides customized credit solutions and financial services to the underserved "prime" layer of India's informal economy.

Role Overview

As an Assistant Manager – Customer Service & Experience, you will lead the day-to-day operations of InPrime's Customer Contact Center and play a critical role in delivering an exceptional customer experience.

You will be responsible for managing customer support operations, service requests, contact center performance, CRM workflows, Voice of Customer (VoC) programs, MIS reporting, quality assurance, and AI-enabled customer service initiatives.

This role requires a combination of operational excellence, people management, customer-centric thinking, and data-driven decision making to continuously improve service quality and customer satisfaction.

Key Responsibilities:-

Customer Service Operations

- Manage day-to-day Contact Center operations and customer support activities.
- Ensure timely resolution of customer queries and service requests within defined SLAs.
- Monitor ticket queues and ensure adherence to turnaround time (TAT).
- Handle customer escalations and drive resolution with internal stakeholders.
- Improve First Contact Resolution (FCR), service quality, and customer satisfaction.
- Conduct regular quality audits and coaching sessions for customer service executives.




- Own Welcome Call operations and customer onboarding experience.

Contact Center Management

- Lead and manage customer support agents to achieve operational targets.
- Monitor productivity, occupancy, adherence, and service levels.
- Conduct daily team huddles, performance reviews, and coaching sessions.
- Prepare workforce planning and roster management.
- Monitor call quality and ensure compliance with defined service standards.
- Identify training needs and work with the Learning team to improve agent performance.

CRM & Process Management

- Manage CRM workflows related to customer servicing and service requests.
- Drive automation of customer service processes and workflows.
- Ensure data quality and accurate customer records within CRM.
- Coordinate with Product and Technology teams for CRM enhancements.
- Support implementation of omnichannel customer engagement journeys.

Voice of Customer (VoC) & Customer Experience

- Analyze customer complaints, feedback, call recordings, and survey responses.
- Identify recurring customer pain points and recommend process improvements.
- Publish Voice of Customer (VoC) insights for business stakeholders.




- Track CSAT and customer experience metrics.
- Partner with Product, Operations, and Technology teams to improve customer journeys.

MIS, Reporting & Analytics

- Prepare daily, weekly, and monthly Contact Center MIS reports.
- Build dashboards to monitor service levels, productivity, and operational KPIs.
- Analyze trends in customer contacts, complaints, and service requests.
- Generate actionable insights to improve operational efficiency and customer experience.
- Support leadership reviews through presentations and performance reports.

AI & Digital Initiatives

- Manage AI-powered customer service initiatives, including Voice Bots and digital support channels.
- Monitor AI bot performance and recommend improvements.
- Support rollout of recent customer engagement and automation initiatives.
- Work with technology partners to improve customer self-service capabilities.

Cross-Functional Coordination

- Collaborate with Operations, Credit, Collections, Technology, Product, and Marketing teams.
- Coordinate resolution of cross-functional customer issues.
- Support implementation of strategic Customer Success initiatives.
- Document business requirements, SOPs, and process improvements.

Educational Qualification & Experience

- 4–6 years of experience in Customer Service, Contact Center Operations, Customer Success, or Customer Experience.
- Experience in Banking, NBFC, Financial Services, or FinTech will be preferred.

Pay: ₹500,000.00 - ₹900,000.00 per year

Work Location: In person

📌 Customer Success - Assistant Manager (HSR Layout)
🏢 InPrime Finserv
📍 HSR Layout