Key Responsibilities:

1.

Customer Support

Operations

- Lead and manage end-to-end customer support operations across voice, email, chat, and digital communication channels.

- Ensure timely resolution of customer queries, service requests, complaints, and escalations.

- Establish and monitor Service Level Agreements (SLAs), Turnaround Times (TATs), and service quality standards.

- Develop and implement Standard Operating Procedures (SOPs) to improve operational efficiency.

- Manage high-volume customer interactions while maintaining service quality and productivity.

2. Team Leadership and Management

- Lead, mentor, and develop customer support managers, team leaders, and executives.

- Drive team productivity, accountability, and performance against defined targets.

- Plan workforce requirements, staffing, shift schedules, and capacity management.

- Conduct regular performance reviews, coaching sessions, and training programs.

- Build a customer-centric culture focused on service excellence and continuous improvement.

3.

Customer

Experience and Satisfaction

- Develop strategies to improve customer satisfaction, service quality, and the overall customer experience.

- Monitor customer feedback, complaint trends, and service performance metrics.

- Identify recurring customer issues and implement corrective and preventive actions.

- Improve customer retention and trust through effective service delivery.

- Collaborate with Product and Technology teams to address customer pain points and improve customer journeys.

4. Complaint and Escalation Management





- Handle critical customer complaints and high-priority escalations.

- Establish a structured grievance redressal process with clearly defined escalation matrices.

- Coordinate with internal stakeholders to resolve complex customer issues within prescribed timelines.

- Ensure proper documentation, tracking, and closure of complaints.

- Monitor complaint patterns and recommend long-term solutions to prevent recurrence.

5.

Process

Improvement and Automation

- Streamline customer support processes to improve efficiency, turnaround time, and service quality.

- Implement and optimize CRM platforms, ticketing systems, contact centre tools, and workflow automation.

- Identify opportunities for automation, digital adoption, and self-service support.

- Use customer interaction data and analytics to identify operational gaps and implement improvements.

- Drive continuous improvement initiatives to enhance customer experience and reduce operational costs.

6. Compliance and Risk Management

- Ensure customer support operations comply with applicable regulatory requirements, company policies, and internal compliance standards.

- Maintain accurate records of customer interactions, complaints,



and resolutions.

- Coordinate with Compliance, Risk, Legal, and other relevant teams on regulatory and customer grievance matters.

- Ensure the secure handling of customer information and adherence to data confidentiality requirements.

- Support internal audits and ensure timely closure of identified gaps.

7. MIS and Performance Monitoring

- Define, track, and review Key Performance Indicators (KPIs) for customer support operations.

- Prepare daily, weekly, and monthly MIS reports for senior management.

- Analyze operational trends and recommend data-driven improvements.

- Monitor team productivity, service levels, complaint resolution, and quality standards.

- Present performance updates, improvement plans, and key insights to management.

Required Qualifications and Skills

- Bachelors degree in Business Administration, Management, Finance, or a related field. An MBA is preferred.

- 8–12 years of experience in customer support, customer service, or contact centre operations.

- Prior experience in FinTech, NBFC, banking, financial services, or digital lending is strongly preferred.

- Proven experience managing large customer support teams and multi-channel operations.

- Strong knowledge of customer grievance handling, escalation management, and service quality frameworks.

- Hands-on experience with CRM platforms, ticketing systems, contact centre technology, and MIS reporting.

- Robust leadership, communication, analytical, and problem

📌 Head Customer Support (Gurugram)
🏢 Fintech Cloud
📍 Gurugram