· Lead a team of Analysts and
Senior Analysts across shifts.
· Set targets, monitor KPIs, and
ensure SLA adherence.
· Drive process improvements and
training initiatives.
· Handle merchant escalations and
critical incident responses.
· Interface with product and
compliance teams for issue resolution.
· Conduct regular 1-on-1s,
appraisals, and coaching.
Requirements
· Bachelor’s degree; preference for Finance, Business, or
Tech domains.
· 6+ years of customer support experience, with 2+ years in
leadership.
· Expertise in U.S. fintech or banking domain preferred.
· Proficiency in reporting tools and workforce management.
· Robust decision-making, communication, and leadership
skills.
This position requires a 6-day work schedule. Monday to Friday will be Work-From-Office (WFO), while Saturday or Sunday will be Work-From-Home (WFH). The 6th-day working will be compensated as per company guidelines.
Advantages
5 Days Working
One Complimentary Meal per Day
Internet Reimbursement
Gym Reimbursement
Group Medical Insurance
Mental Health support perks
Relocation Assistance (if Applicable)