Description
About the role
We are looking for an empathetic yet operationally sharp Lead – Customer Operations & Support (L2) to own the complete post-L1 support and grievance redressal function for both consumers and merchants on our RBI-licensed Payment Aggregator (PA) and Prepaid Payment Instruments (PPI) platform. You will manage a multi-channel team covering escalation handling, ombudsman response, the nodal officer cell, and complaint analytics—ensuring our grievance framework is fully RBI-compliant and consistently excellent. This is a pivotal role connecting customer experience, regulatory obligations, and operational rigour.
What you'll do
Contact Centre & Multi-Channel Support
- Oversee the contact centre operation across all channels—FAQ/AI-based self-service, email support, phone, and portal—ensuring consistent service quality and effective first-contact resolution.

-
- Define routing logic, staffing models, and channel-specific SLAs; drive adoption of AI/bot-based resolution to reduce agent-handled volume.

-
- Monitor contact centre KPIs (AHT, FCR, CSAT,



abandonment rate) and drive continuous performance improvement.

L2 Escalation Desk
- Own all L2 escalations from end-consumers and merchants—covering failed transactions, delayed refunds, account issues, PPI wallet queries, account blocking/unblocking, and disputed charges.

-
- Define escalation criteria, routing logic, and resolution SOPs to ensure no ticket stays unresolved beyond RBI-mandated turnaround times.

-
- Liaise with Payment Operations, Merchant Operations, PPI Customer Operations, and Technology teams to resolve complex cross-functional issues efficiently.

-
- Maintain and improve L2 support queues ensuring fair load distribution and SLA adherence.

Ombudsman Response Team & Nodal Officer Cell
- Manage the RBI Ombudsman response function—ensuring all ombudsman complaints are acknowledged, investigated, and responded to within prescribed timelines with evidence-backed replies.

-
- Ove

📌 Lead - Customer Operations & Support (Uttar Pradesh)
🏢 Qode
📍 Uttar Pradesh