We are looking for an experienced professional to lead and manage Customer Support Escalation operations. The incumbent will be responsible for handling customer escalations received through Email and Chat channels, managing PFRDA/NPS related escalations, client communications, audit requirements, and leading a team to ensure high-quality service delivery and regulatory compliance.

Designation: Team Lead / Assistant Manager / Deputy Manager - Customer Support (Escalation Management)

Work Location: Hyderabad

Experience Range: 7-10 Years

Key Responsibilities

- Handle and resolve customer escalations received through Email and Chat support channels.
- Manage PFRDA and NPS-related customer grievances and escalations within defined timelines.
- Coordinate with internal stakeholders for effective resolution of complex customer issues.
- Ensure adherence to regulatory guidelines, compliance requirements, and service standards.
- Review audit samples, provide required documentation, and support internal/external audits.
- Manage client communications and maintain strong stakeholder relationships.
- Monitor escalation trends and drive corrective and preventive actions.
- Lead, mentor, and develop a team of customer support executives and team leaders.
- Track team performance metrics, SLAs, productivity, and quality parameters.
- Prepare and present operational MIS, dashboards, and management reports.




- Drive continuous process improvement initiatives to enhance customer experience and operational efficiency.

Required Skills & Competencies
- Strong knowledge of Customer Support Operations, Escalation Management, and Complaint Resolution.
- Experience in handling PFRDA/NPS processes and customer grievances.
- Excellent Email and Chat communication skills.
- Strong client and stakeholder management capabilities.
- Experience in Audit Coordination, Compliance Management, and Process Governance.
- Team handling and people management experience.
- Solid analytical, problem-solving, and decision-making skills.
- Proficiency in MS Excel, PowerPoint, and operational reporting.

Educational Qualification
- Graduate in any discipline.
- MBA or Postgraduate qualification preferred.

Preferred Experience
- 7 to 10 years of experience in Customer Support, Escalation Management, Contact Center Operations, or Financial Services Operations.
- Experience in NPS, Retirement Services, Banking, Financial Services, or Compliance-driven environments will be preferred.

Share your below details to [email protected] to schedule your further interview

1. Total Experience:

2. Relevant Experience

3. Qualification

4. Current Location
5. Ready to work in Hyderabad location:
6. Notice Period (If currently working):

7. Current CTC

8. Attached Updated Resume

Thanks & Regards,

Muniyandi Lakshmanan

Human Resources (Talent Acquisition)

[email protected]

Website: www.kfintech.com

📌 Team Lead / AM / DM - Customer Support (Escalation Management) (Hyderabad)
🏢 KFin Technologies
📍 Hyderabad